Marc Hollander has over 15 years of experience in information technology with expertise in troubleshooting hardware, software, virtual machines, and networks. He has worked in desktop support roles for various companies, providing user support, performing repairs and installations, and responding to technical issues. His background includes experience with Windows, MacOS, mobile devices, and virtualization software like VMware.

1. Marc Hollander
Technical Experience
Over fifteen years of information technology experience with extensive virtual machine, hardware, software installation,
network/systems administration and maintenance. Excellent communication and people skills established through
employee interaction in customer service and problem resolution. A deep felt desire to serve the customer, resolve
problems and provide a complete IT support solution. A self-starter that is well organized and capable of multitasking
with numerous responsibilities while meeting required deadlines and possesses working knowledge of client server
network fundamentals.
High level of expertise in:
• Troubleshooting hardware, software, virtual machine, network, and operating system issues
• Branded and non-branded PCs, laser printers, laptops, tablets, smart phones, and peripherals
• Hardware repairs/upgrades such as video cards, motherboards, RAM, and hard drives
• Providing user support by means of remote access tools
• Ticket resolution and responding to all inquiries in a timely manner
• Translating technical language into easy-to-understand terms
• Server/workstation builds, both software and hardware based
Education
• Santa Barbara High School, Santa Barbara, CA
• Technology Development Center, Ventura, CA
• Comp TIA A+ Certified Computer Systems Technician
Technological Inventory:
• Operating Systems: Microsoft Windows (all versions including XP/7/8/10); Mac OSX 8 thru 10.11; iOS,
Android, Blackberry mobile devices; internet/intranet based ticketing systems (ServiceNow, Remedy, Serena
Business Manager/TeamTrack, HEAT)
• Remote Administration: Symantec Management Console/Altiris, RealVNC, TeamViewer, MS SCCM and RDC
• VMware: vSphere Client 5.1; Horizon View Administrator 5.2, VMware 4.11
• Security Technologies: Barracuda Network Products; Symantec Corporate Anti-Virus; MacAfee VirusScan
Enterprise and Encryption; Avira AV; Sophos AV; Malwarebytes Anti-malware
• Networking: LANs, WANs, VPNs, Wireless, Routers, Firewalls, TCP/IP
• Software: MS Office 1997 – 2010, O365; MS Communicator; MS Exchange 2000 – 2010; Active Directory;
Adobe CS 6; Axess 4.1, Veritas/Symantec Backup Exec, Ghost; iBackup; Acronis True Image; GE Harvester,
Casper Imaging, File Vault, FlexNet, Windows Deployment Services, various others
• Creative Software: KPT; Sony Products (Vegas Video, Sound Forge, DVD Architect, Acid); Ableton Live;
Native Instruments Suite; Steinberg Cubase VST and Recycle, CD and DVD burning software
Professional Experience
Accenture, San Francisco, CA
1-2016 to Present
Desktop Support Specialist
Contract Desktop Support Specialist for:
• Local desktop support administrator for 200 users (90% PC / 10% Mac)
• Imaging, installation, testing and configuration of all hardware/software
• Performs hardware inventory following document hardware maintenance process
• Participates in the implementation and installation of new laptop/desktop computers, smart phones, and tablets
• Troubleshoots equipment problems to ensure functional operation; performs major and minor repairs
• May support/troubleshoot network problems and support/troubleshoot client connectivity
• Update all asset information in asset management system (FlexNet)

2. • Opens and actively tracks technical incidents to meet team's SLA obligations
CompuCom / General Electric Software, San Ramon, CA
8-2015 to 12-2015
Desktop Support Technician L2
Contract Desktop Support L2 Technician for:
• Local desktop support administrator for 2000 users (90% Mac / 10% PC)
• Imaging, installation, testing and configuration of all hardware/software
• Troubleshooting/relocation of data equipment and data lines including hardware, printers and related equipment
• Participates in the implementation and installation of new laptop/desktop computers, smart phones, and tablets
• Desktop setup, breakdown, and relocation
• Cisco IP Phone Administration
• Troubleshoots equipment problems to ensure functional operation; performs major and minor repairs
• Opens and actively tracks technical incidents to meet team's SLA obligations
Contra Costa County Employment and Human Services, Contra Costa County, CA
9-2014 to 8-2015
Desktop Support Technician II
Contract Desktop Support Technician for:
• Local desktop support administrator for 1200 users in 30 locations
• Installation, testing and configuration of all hardware/software
• Relocation of data equipment and telecommunication lines including hardware, printers and related equipment
• Participates in the planning, implementation and installation of new desktop computers and peripherals
• Confers with information services staff in the evaluation, selection, acquisition and implementation of computer
hardware and/or software solutions
• Troubleshoots equipment problems to ensure functional operation; performs minor repairs
• Opens and actively tracks technical incidents to meet team's SLA obligations
• Coordinates major equipment repairs; locates vendors and ships parts as needed
• Performs system administration functions including monitoring users, modifying user profiles, resetting
passwords and file maintenance
• Coordinates and conducts user training, education and problem-solving sessions; counsels users regarding
system functionality; and develops documentation for user problems including system and user manuals
Matson Logistics, Concord/Oakland, CA
10-2013 to 9-2014
Desktop Support Tier II
Contract Desktop Support Technician for:
• Systems Administration and Backup with MS Windows 7, Server 2003/2008, MS Exchange 2010, and Symantec
Backup Exec
• Local and remote desktop administrator for 400 users in 12 locations utilizing Symantec Management
Console/Altiris Notification Server, VMware Software, RealVNC, RDC, and TeamViewer
(also on-call 24/7 for any problems or issues after hours)
• New employee orientation and training on all policies and procedures
• Virtual machine creation, implementation, and remote administration using VMware Software
• Writing IT technical procedure documents, and problem and change management ticketing system
• Complete Windows builds including VM and laptop/desktop utilizing VM software and WDS
• Smart phone and tablet administration on Mac iOS and Android based systems
• Print server administration for Canon, HP and Zebra printers

3. Bztek Solutions, Montclair, CA
8-2013 to 10-2013
Field Technician
Contract based field technician for:
• Repairs, installations, upgrades and administration for all computers, wireless, networks, peripherals, and
software, for small business, residential offices, and home users
• Remote small business computer support and managed it services including remote network support, desktop and
security monitoring, patch management and remote data back-up, as well as technical assistance
A+ Certified PC + Mac Repair Service, Santa Barbara, CA
2-2012 to 5-2013
Field Technician – Computer Consultation
Windows and Macintosh computer hardware and software repairs, installations, upgrades, updates and
troubleshooting including:
• Software/application installation, hardware installation, virus/spy-ware/malware removal, anti-spyware/ anti-virus
software installation, operating system installation and upgrades, operating system restores and data recoveries
• Memory installation/upgrades, failed hard drive replacements, laptop and workstation overheating issues,
motherboard repair/replacements, dusting and cleaning internal hardware
• Custom new computer builds, home/business network and wireless setup, computer tune-ups, tutoring (on-site or
remotely) and new hardware/software/network consultations
Hispanic Business Inc. , Goleta, CA.
4-2000 to 4-2012
Systems Administrator
• Provided office services by implementing administrative systems, procedures, policies, and monitoring computer
and office systems
• Network administrator utilizing the following: Active Directory, Symantec Backup Exec, Corporate
Anti-virus, ACT!, Barracuda Spam + Virus Firewall, Microsoft Exchange, NT/2000/2003/2008 Server
• Maintenance/setup/troubleshooting of 10 servers, 60 workstations, printers, telecommunications, and other office
equipment. (also on-call 24/7 for any problems or issues after hours)
• Desktop, network, and telecommunications support for a user base of 50 in-house employees and 10 remote
employees
• New employee orientation and training on all policies and procedures
• Writing IT technical procedure documents, preparing and maintaining various daily logs (e.g. daily backup, user
problems, software bugs, etc.)
• Complete Windows and Mac OS system builds both hardware and software based
Hispanic Business Inc. , Goleta, CA.
8-2003 to 10-2009
Video Editor/Presenter
• Video recording, sound recording, temporary voice-overs
• Video editing, archival video and photo restoration.
• Video composite, graphic creation and photo re-touching
• Video and DVD creation and rendering for web and DVD media
• AV staff and presenter of corporate videos and presentations at large corporate events

4. 5910 Avoca Ave, Oakland, CA 94611 Ph. 805.698.4388 Email: marandhol@gmail.com