LANCE HOLT
Lance.Holt@gmail.com •  323.788.1600 Cell

SENIOR DESKTOP SUPPORT ANALYST
High-energy team player with a proven track record in Technical Support, QA analysis, Documentation, Design and client relations. A skilled problem-solver with a laser-sighted eye for detail. An excellent communicator with an upbeat style marked by enthusiasm and conviviality.

EXPERIENCE

AMDA COLLEGE AND CONSERVATORY OF THE PERFORMING ARTS
Los Angeles, California
Desktop Support Analyst - February 2014 – November 2015
Resolve Help Desk tickets for LA and NY campuses using OTRS. Desktop Support for Staff and Faculty ranging from connectivity to application support. Connectivity and limited support for student body. Assist the System Administrator with upgrades (workstation, mobile phones, software, and server) Cisco IP phone setup, AD user creation and permissions granting. User training across all platforms. Windows, Mac OS X, Chromebooks, etc.  Applications include CampusVue, Talisma, MS Office, SchoolDocs, Adobe Creative Suite. Kiosk imaging using customized Guest Template (iMacs) and RebootRestoreRX (Win7). Asset entry and monitoring via Meraki Dashboard, Aerohive AP monitoring. Purchased company cellphones and handled insurance claims using Asurion. • Executive Support including President and Executive Director, Director of Operations, COO. • Improved design/functionality of OTRS system

REPUBLIC INDEMNITY (TEKsystems short-term assignment)
Encino, California
Desktop Support Specialist - August 2013 – February 2014
Primarily PC platform with occasional Mac support. Unlocking/Resetting AD and AS/400 passwords. Backup Media logging and distribution. Remote Support and general troubleshooting. User training. BulkLoader manual processing. Coordinate data drop installations. Software installations. Printer queue setups, jam-clearing and toner maintenance. Workstation relocations and new user setups. Loaner laptop prep and video conferencing standby assistance.
• Executive Support including President, Senior Vice President, CFO

J. PAUL GETTY CENTER
Los Angeles, California
Desktop Support Specialist - March 2013 - June 2013
Mac Specialist. Diagnose and troubleshoot end user Macintosh/PC hardware and software problems. Install and configure desktop software. Maintain Incident Tickets. Remote Support in a Novell environment. Software: GroupWise, Casper, Asset Authority, Novell iManager, ZENworks, AVAYA. Operating Systems: Windows 7, Mac OS X Snow Leopard, Lion and Mountain Lion. • Executive support including the Museum Director

DDB
Los Angeles, California
Desktop Support Specialist - July 2012 - March 2013
Mac Specialist. Diagnose and troubleshoot end user Macintosh/PC hardware and software problems. Install and configure desktop software. Maintain Incident Tickets. Provide solutions for interface conflicts between Macintosh clients, MS Exchange servers, Windows clients and networked printers. AV Support, Leases/Hardware Inventory, IT Orientations, Computer Setups and Migrations. Copiers/Printer Support. Local Assist - Networking and Servers and Archiving. Active Directory and Remote Support. Operating Systems: Windows 7, Mac OS X Snow Leopard, Lion and Mountain Lion

COMPUCOM (TCS/Nielsen Relationship)
Hollywood, California
Desktop Support Analyst - May 2008 (via CoreStaff) - May 2009 (Full Employee) - June 2012 Mac Specialist. Diagnose and troubleshoot end user Macintosh/PC hardware and software problems. Receive, document and assess severity of issues, and resolve initial customer problems through technical support and analysis. Install, service, and repair personal computers. Refresh users with Global Image, and Install and configure desktop software. Connect PCs to existing data networks. Maintain Incident Tickets in proprietary ticketing system. Provide solutions for interface conflicts between Macintosh clients, MS Exchange servers, Windows clients and networked Xerox printers. Operating Systems: Windows 7, Mac OS X 10.5x -10.7.x, Windows XP. • Executive Support including President and Chief Creative Officer

DDB
Los Angeles, California
Desktop Support Specialist - February 2007 - May 2008
Mac Specialist. Diagnose and troubleshoot end user Macintosh/PC hardware and software problems. Resolve initial customer problems through technical support and analysis. Install, service, and repair personal computers. Install and configure desktop software. Maintain Incident Tickets in proprietary ticketing system. Provide solutions for interface conflicts between Macintosh clients, MS Exchange servers, Windows clients and networked printers. Operating Systems: Windows XP, Mac OS X 10.x

RPA (RUBIN POSTAER AND ASSOCIATES)
Los Angeles, California
Quality Assurance Analyst - January 2005 - May 2006
Provided an eagle-eye to the look and functionality of RPA interactive web sites. Exacting proofreading and skilled troubleshooting. Complete and thorough documentation of all change requests and instrumental in finding bugs across all major platforms. • Designed and reviewed test scripts and developed automated testing solutions for the Macintosh platform

AQUENT MANAGEMENT CONSULTING SERVICES
Los Angeles, California
Network Technical Support Specialist - June 2004 - November 2004
Diagnose and troubleshoot end user Macintosh hardware and software problems. Install, service, and repair laboratory computers. Install and configure desktop software. Participate in the evaluation and implementation of new microcomputer related technologies. Provide solutions for interface conflicts between Macintosh clients. Operating Systems: Mac OS, Mac OS X, Red Hat Linux, Windows XP. Software included Adobe products, MS products, Macromedia products as well various hardware drivers. Clients include RAND and Disney.

BOINGO WIRELESS
Santa Monica, California
Macintosh QA Analyst, February 2004 - May 2004
Developed and executed QA test documents and submitted bug reports. Developed an in-depth knowledge of products and techniques to efficiently test software. White and black box testing of Boingo Wireless software. Advised management and peers on technical issues. Installed hardware and software. Limited contract position.

LOS ANGELES UNIFIED SCHOOL DISTRICT
Los Angeles, California
YS Care Computer Program Supervisor - April 2003 - February 2004
• Directly supervised four teams of instructors who visit schools in rotation. Created lesson plans and curricula for the introduction of Mac OS X. Hardware and software troubleshooting. • Researched and documented recommendations for software and hardware purchases and upgrades. Initiated and executed computer repair/upgrade delivery.

APPLE COMPUTERS
Los Angeles, California
Mac Specialist - Seasonal, November 2002- January 2003
Provided peerless customer service and complete and appropriate technological solutions for new and veteran Macintosh users. Executed accurate high-ticket transactions. Conscientiously delivered a superlative customer experience.

RAND CORPORATION
Santa Monica, California
IR Computer Consultant - Macintosh Specialist, April 2002- January 2003
Diagnose and troubleshoot end user Macintosh/PC hardware and software problems. Install, service, and repair personal computers. Install and configure desktop software. Connect PCs to existing data networks. Maintain trouble log, track trends, and report findings to appropriate IR personnel. Provide solutions for interface conflicts between Macintosh clients, MS Exchange servers and UNIX servers, as well as Unity voice-mail systems and networked Xerox printers. Operating Systems: Mac OS, Mac OS X, Darwin, UNIX, Windows 2000, Windows 98.

SYMANTEC CORPORATION
Santa Monica, California (Contracted through Pro Unlimited) Quality Assurance Analyst, July 2000 - February 1, 2002
Coordinated the redesign of the Symantec Learn More pages for Macintosh Products. Created, configured and maintained a testing server, including interface design, navigation solutions, internal chat, BBS, assorted CGI test scripts and links libraries. Developed and executed QA test documents and submitted bug reports. Developed an in-depth knowledge of products and techniques to efficiently test software. White and black box testing of Norton Utilities, Norton Internet Security and Norton Personal Firewall. Advised management and peers on technical issues. Installed hardware and software. Operating Systems: Mac OS X, Darwin, UNIX, Linux.

EARTHLINK NETWORK
Pasadena, California
Quality Management Specialist, January 2000 - July 2000
Major Accounts Technical Support / Macintosh Specialist, October 1998 - July 2000
Responsible for monitoring a combination of skill set departments including: Account Maintenance, Billing, Reclamation/Salvage, Major Accounts, Help Desk, Escalations Group, Upsell/Product Inquiry, Retention Services (occurring on an on-going basis to ensure positive member interaction), and Account Resolution. De-escalation of high anxiety situations through a dedicated focus on customer satisfaction. Delivered quality technical support, including extreme customer service escalations on Tier 1, Tier 2, Major Accounts and VIP members.

SKILLS
•  Mac OS X thru El Capitan, Windows 7, UNIX and Linux
•  Adobe Creative Suite, Microsoft Office 2013 & 365, Symantec Products
• Vantive, Excalibur, Rmod, SpiceWorks, OTRS
• Bomgar, Apple Remote Desktop, MS Remote Desktop, DameWare, TeamViewer, etc.
• Very comfortable on the Command Line
• HTML coding, CGI and SSI tweaking, JavaScript familiarity
• Technical Support and Executive Customer Service
• Familiarity with Caspar, SCCM
• Asset management and monitoring: Meraki Dashboard, Aerohive AP monitoring, Asset Authority
• Touch typist at about 70 wpm. White and black box testing, bug reporting and tracking
• Familiarity with various PBX systems including Avaya and Cisco (Adds and changes) and Unity
• New User setup configuration on Cisco IP phones

OTHER
•  Highly skilled and avid genealogist, with strong interests in folklore, music, history and backyard homesteading.
•  Extensive background in theatre arts and performance. Special interests include Celtic music, fencing, storytelling and Hung Gar Kung Fu.