This document provides a summary of qualifications for Peggy Holland, including her contact information, education history, certifications, and work experience in service desk and desktop support roles over the past 15 years. She has held positions as a Service Desk Manager, Supervisor, and Technician for various government contractors, where her responsibilities included managing service desks, troubleshooting hardware and software issues, installing applications, and assisting users. Peggy has extensive experience with IT systems, networks, and security and is pursuing her Bachelor's degree in Computer Information Technology.
The Desktop Support Administrator role is to provide a single point of contact for end users
to receive support and maintenance within the organization's desktop computing
environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all
hardware and equipment (including but not limited to PC, terminals, printers and scanners)
to ensure optimal workstation performance. The person will also troubleshoot problem areas
(in person, by telephone, or via remote access) in a timely and accurate fashion, and provide
end-user assistance where required.
Apply for job: www.uniquestaffingservices.com
The Desktop Support Administrator role is to provide a single point of contact for end users
to receive support and maintenance within the organization's desktop computing
environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all
hardware and equipment (including but not limited to PC, terminals, printers and scanners)
to ensure optimal workstation performance. The person will also troubleshoot problem areas
(in person, by telephone, or via remote access) in a timely and accurate fashion, and provide
end-user assistance where required.
Apply for job: www.uniquestaffingservices.com
• Connecting to networks; and communicating clearly with Project Managers, IT Directors, Customers, other Site field service technicians, network staff and others that or involved in the Projects.
• Connecting to networks; and communicating clearly with Project Managers, IT Directors, Customers, other Site field service technicians, network staff and others that or involved in the Projects.
To secure a position as a IT service Desk in growing organization that will challenge my skills, analytical and problem solving abilities. Excel in this progressive networking environment to the fullest my potential having 6 years of experience in networking.
1. Peggy Holland
240- 899-9470
Email: pholland1968@gmail.com
SUMMARY of Qualifications:
• Active DOD Top Secret
• Security+ Certified
• A+ Certified
• Obtaining my Bachelor Degree (29 credits left), University of Maryland, Present
• Attained Associate Arts (Computer Networking), Strayer University, 2009
• Proficient in Microsoft Office Suite, Office 2003 Professional and Office 2010
• Experience with Administrative duties within Active Directory, Microsoft Exchange, Blackberry Exchange
Services Management, Active Roles Server by Quest for Active Directory and Data Armor Policy
• Enterprise Management Systems for Remote users (VPN) and Desktop Support both hardware and
software installations and replacements
• Solid troubleshooting skills, installing software applications, replacing hardware and running server
backups
• Experience with entering, maintaining and monitoring tickets using Remedy
• Experience with Operating Systems such as Windows 95, 98, NT, 2000, XP, Vista, windows 7, 2003 server
Professional Experience:
June 2015 – Present - General Dynamics Information Technology Fairfax, VA
Service Desk Manager
• Manage the Service Desk for the for the Pentagon Force Protection Agency Life Safety backbone Service
Desk team
• Complete out-processing forms for customers who are leaving the Agency.
• Create job aids and SOPs for incident and request resolution.
• Report on Service Desk metrics to management
• Review skill levels and skill mix of service desk staff and coordinates training and the rotation schedule of
staff
• Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff
activities
• Troubleshooting software/hardware for 1000 or more users including all of the following: Win7 OS or
later, MS Office 2010 or later, Adobe
• Assist Information Assurance (IA) with modifying DOD 2875 forms
• Monitor and manage phone queue (participating in escalated calls as needed).
• Manage vendor relationships as it depends on daily operational needs. Review proposal for approval for
upcoming projects.
• Functioned as a single point of contact for routine user LAN, WAN, Desktop and telecommunications
problems providing Tier I, II and executive level support
• Wireless Solutions
• Ensure all service requests are handled efficiently and effectively
• Set and provide guidance for Customer Support across the Program
• Manage troubleshooting of desktop; and peripheral, network, hardware, and software issues.
• Communicate with other support leads and technicians on incident and service request handling
• Develop documentation in support of technical procedures and/or fixes needed by the Service Desk.
2. • Coordinate with other groups (mainly leads) to ensure new technical procedures are communicated to the
Service Desk.
November 2012 – June 2015 SRA International Fairfax, VA
Service Desk Manager
• Manage the Service Desk for the for the Pentagon Force Protection Agency Life Safety backbone Service
Desk team
• Complete out-processing forms for customers who are leaving the Agency.
• Create job aids and SOPs for incident and request resolution.
• Report on Service Desk metrics to management
• Review skill levels and skill mix of service desk staff and coordinates training and the rotation schedule of
staff
• Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff
activities
• Assist Information Assurance (IA) with modifying DOD 2875 forms
• Complete Employment Eligibility I-9 Forms for new SRA employees
• Monitor and manage phone queue (participating in escalated calls as needed).
• Manage vendor relationships as it depends on daily operational needs. Review proposal for approval for
upcoming projects.
• Ensure all service requests are handled efficiently and effectively
• Set and provide guidance for Customer Support across the Program
• Manage troubleshooting of desktop; and peripheral, network, hardware, and software issues.
• Communicate with other support leads and technicians on incident and service request handling
• Develop documentation in support of technical procedures and/or fixes needed by the Service Desk.
• Coordinate with other groups (mainly leads) to ensure new technical procedures are communicated to the
Service Desk.
May 2007 – November 2012 SRA International Fairfax, VA
Supervisor/Senior Member
• Active Supervisor for the Pentagon Force Protection Agency Life Safety backbone Service Desk team
• Assisted manager with managerial and supervisory duties over a team of 20 technicians between Days,
Nights and Mid shift
• As Accounts manager created user accounts in Active Directory and modify their permission to various
network drives and printer groups
• Maintains and troubleshoots VTC systems
• Responsible for Installation, configuration, and troubleshooting of the approved PFPA standard suite of
software and Installation, configuration, and testing of PCs/workstations/ laptops/ printers/faxes/phones
• Physically transported and emplaced PCs/workstations/ laptops/ printers/faxes/phones to areas within
PFPA’s office buildings and joining the PCs, workstations, and laptops to the designated network
• Assisted users in establishing network password for support to Common Access Card (CAC) login and e-
mail encryption/ digital signature, creating network drives, and setting up Microsoft Outlook
• Functioned as a single point of contact for routine user LAN, WAN, Desktop and telecommunications
problems providing Tier I, II and III and executive level support
• Provided tier 2 service by completing install setup of workstations, printers, and other IT equipment
• Assisted the network team with monitoring sites and creating outage reports
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3. • Collaborated with other technical professionals within the environment to ensure continuity of service and
network assistance
• Supported a variety of applications, software, PCs, Laptops, mobile computing devices (blackberry), and
peripherals
• Assisted Asset Management with pickup, delivery and tracking of all computing and printing equipment
April 2006 to May 2007 System Integration INC Landover, MD
Desktop Technician Tier II
• Experience with entering, maintaining and monitoring tickets using Remedy
• Provided excellent customer service and phone etiquette at all times
• Provided tier 2 service by completing install setup of workstations, printers, and IT equipment
• Remote onto user PC to assist them with computer related issues
• Add IP address to printer, replace jet direct cards, map customer to printers
• Replaced hard drive and move data
• Create accounts in Active Directory
• Reset user accounts
• Configured blackberry phones and reset passwords
December 2003 to April 2006 E-Systems Incorporated Silver Spring, MD
Junior Analyst Technician
• Responsible for the installation of computer software packages
• Remote onto user machine to assist them with computer related issues
• Installed printers and adding IP address
• Configured customer personal laptops and Mac’s for wireless networks connections
• Troubleshoot printer and media problems
• Provided phone support on site concerning computer and other technical problems
• Provided and reset Secure ID Token for users
• Completed exit forms for departing employees
• Assisted Fastlane user with submitting proposals to the National Science Foundation
March 1998 to December 2003 Sytel Incorporated Bethesda, MD
Helpdesk System Analyst
• Monitored inventory and order supplies.
• Installed software on user Laptops and PC
• Experience with Remedy ticketing system
• Installed printer and troubleshoot printer and media concerns.
• Provided excellent customer service and phone etiquette at all times
• Provided and reset Secure ID Token for users.
• Operated and functioned as an administrative capacity, for the Project Manager, by completing office
duties as needed.
EDUCATION:
• Bachelor Science (Computer Information Technology), University of Maryland, Present
• Associate Arts (Computer Networking), Strayer University, 2009
• Certification (Office Automation), Opportunities Industrialization Center, 1992
• Certification (Computer Programming), Programming System Inc., 1990
• Security+ Certified
• A+ Certified
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