Performed mass distributions of Tivoli packages to the enterprise, which totaled over 150,000 workstations. Coordinated the User Acceptance Tests of Tivoli packages for Line of Business distributions, which comprised up to 10,000 workstations. I created a suite of macros for automating Microsoft Excel workbooks. These macros assisted in creating more accurate and timely reports for delivery to customers after the Tivoli distributions were complete. My reporting format was recognized by my manager and she requested that each member of the team emulate my report format. I automated two Microsoft Access databases, one for inventory checking and the other for signature file checking, that reduced the time for performing these checks significantly. I wrote Visual Basic scripts that automated repetitive processes. In one instance the script I wrote updated two very important Access databases each time the associate logged on. Another script fixed the Tivoli Object Identifiers and mismatched endpoint labels. A third script issued a PING command to a list of workstations and reported on the status of each workstation. This last script was incorporated into our process of distributing Microsoft critical updates to the enterprise. The first two scripts were highly praised by my manager and singled out for recognition and use by the entire team. I updated documentation used by customers to initiate packaging requests and User Acceptance Tests. I created new documentation to assist associates in using all of my automation tools. I assisted others with writing their documents to include technical accuracy and ease of understanding by a user base with a wide range of computer skills. I received three Spirit Awards in one month for leadership and attentiveness to customers.

Lead technician on the Outlook 2003 Client upgrade project. Assumed duties after another contractor was unsuccessful in achieving desired results. Used SMS 2003 Console to set up advertisements and collections to distribute the Outlook 2003 Client to over 4000 workstations. Wrote queries to obtain web reports from the SMS database.  Created all notifications that were sent to the various branch offices prior to rollout. Created batch files and VBScript files to gather data for automated Excel spreadsheets to monitor status. Provided third-level support for any issues and problems that arose. Contact point for issues and problems related to Blackberry support. Wrote technical support documents for use by first-level support to assist in rapid resolution of initial calls to the help desk. Most of the documents were created in HTML. Used Remedy problem and incident tracking software.

Lead technician on the Rational Tools upgrade project. Coordinated the upgrade of Rational Analyst Studio and Rational Test Studio on 182 desktop and laptop computers. Due to the difficulty involved with the uninstallation of the previous version, each computer had to be upgraded manually. This was done completely by myself without need of further resources from the Software Support Group. Created an automated Excel workbook to allow management to monitor the progress of the project. Wrote technical support documents for use by first-level support to assist in rapid resolution of initial calls to the help desk. Created a complex Visual Basic script to allow remote installation of application packages, relieving the Software Support technicians from having to physically take control of a customer’s workstation. The technical environment is Windows 2000 Professional and Windows 2000 and 2003 server.

Lead Engineer on the Symantec Antivirus Managed Environment project. Provided high-level estimates and laid out the scope of the project. Worked with vendors to determine the overall network infrastructure for distribution of packages over the WAN. Packaged antivirus definitions for distribution to all servers by Tivoli until the managed environment became active. Created utilities and test scripts that automated the support and assistance in the management of the Symantec Antivirus environment and the full documentation for them. Wrote macros for Excel spreadsheets that automate the documentation of managing the Symantec Antivirus Console. This project significantly reduced the amount of personnel time associated with antivirus support. Assistant Engineer on the Enterprise Workstation Refresh project. This project covered the upgrade of hardware and software for over 5500 desktops and laptops to Windows XP. Over 800 packages were created for the entire project, mostly from legacy applications. InstallShield AdminStudio was used to create Windows Installer MSI files due to the compatibility with Windows XP. Extensive use of VMWare for the creation and testing of software packages for distribution by Tivoli. Provided third-level support on a rotating on-call basis with other members of the engineering team, including problem resolution. Packaged legacy and non-legacy applications for distribution by SDS (an in-house software distribution system) and Tivoli Software Distribution, throughout the Fireman’s Fund enterprise. The technical environment is Windows NT, Windows 2000 and Windows XP.

Submitted high-level estimates on hardware, software and labor costs for project proposals. Automated the spreadsheet used for the high-level estimates, which markedly reduced the overhead time in preparation. Submitted project plans for projects that were of 20 days or less in duration. Managed resources for these projects by integrating members of other groups as necessary. Lead Engineer on the Automated Server Build project and provided scripts that reduced build time and automated the integration of operating system and security patches into the server build. Created technote modules used in the build books for each server, making the rebuild process quicker and more accurate, which considerably reduced the rebuild time for disaster recovery operations. Developed procedures to semi-automate the base server setup using Compaq SmartStart and fully automated the remainder of the server build using Wise InstallMaster, WinBatch, VB Scripting and DOS batch files. The technical environment covered Windows NT, Windows 2000 and Windows 2003 server.

Lead Engineer on the project to change from Netscape Navigator Internet browser to Internet Explorer. Configured the branded install of Internet Explorer while maintaining security and usability for a wide range of users. Created a diskette builder utility for making Initial Build Facility diskettes for use by local systems administrators. This considerably reduced the amount of time the local systems administrators had to spend building diskettes at the old OS/2 domain controllers. The utility allowed the diskettes to be built from their own Windows NT systems. The help for the utility was written as a stand-alone HTML document. Maintained the third-level support queue and wrote many batch files and VBScript utilities to allow the local systems administrators to be proactive in their support duties.

Provided second-level customer support that ranged from network and server troubleshooting, building and rebuilding workstations to application installation and print server functionality. Became primary resource for first and second level support teams. Wrote technical support documents for use by all FFIC end-users. Provided training for the entire Solutions Center on the changeover from OS/2 to Windows NT. Created command-line batch files for the Solutions Center and local systems administrators to allow easier administration of Windows NT systems.

Managed high call volumes to provide intensive support and problem solving for complex software to a customer base with a wide range of skill levels. Managed the technical support bulletin board for the upload and download of customer files and third-party driver files. Wrote utilities to assist customers with transfer of database files from one system to another. This utility was the primary reason that a client company purchased a large quantity of software. The technical environment was Windows 3.1 and 3.11, Windows 95, Windows NT 3.51 and Mac OS 6.x and 7.x.

I have implemented Windows 2003 Server at home with a domain controller that includes DNS, WINS, IIS and DHCP services. I am also a beta tester for Microsoft’s new Windows Update Service. WUS 2.0 not only updates critical system components but can also be configured to update applications such as Microsoft Office and other Microsoft products as well.

I was the web master for a local youth football organization, the Redwood PAL Golden Bears. I designed and created the website in Microsoft FrontPage. It can be viewed at:

Redwood PAL Golden Bears Youth Football and Cheer

Here is my resume' in Microsoft Word format.  Right click the link and choose Save Target As... from the menu.

John Holliday's Resume' in Microsoft Word format