Desktop Support Manager
Resume:
James W. Fyksen
Inver Grove Heights, MN. 55076
Phone 612-***-**** Email *******@*******.***
Career Objective
Manage and motivate a team of professionals dealing with customer issues on local and wide area networking, personal computing, servers, security, and operations.
Professional Experience:
March 2017 to Sept 2018
YMCA of the Greater Twin Cities
Information Systems Security Manager
Responsible for all aspects of security. The YMCA is required to be HIPAA and PCI-DSS compliant.
Wrote all of the security policies
Ran monthly vulnerability tests on all segment of the network
Penetration testing on external network monthly
Implemented Symantec data loss protection (DLP) on exchange and SharePoint servers
Implementation of Microsoft DLP
Managed the physical building security using Avigilon camera system in all branches and Lenel OnGuard access control system for door security
Created and ran the Security Committee consisting of IS and business personnel approving and reviewing policies.
Provided monthly reporting to the VP of Business Technology on security health
Due to staff resources laid out the locations of the data jacks and wiring for access control and security cameras for new buildings, Rochester, Gavidae Commons, Lakeville, and the St. Paul teen center
Project management of multiple projects including new and remodeling facilities, phone system cut over from Mitel to Skype, Windows updates from NT to 7 then on to 10, and Office upgrades
YMCA of the Greater Twin Cities
April 2011 to March 2017
Director of Business Technology
Responsible for desktop support, wide area network, local area network, phones and phone systems, helpdesk, and server infrastructure.
Managed a $9,000,000 budget
Managed IT contracts
Led a team consisting of 2 engineers supporting the servers, 1 network engineer, 1 SQL DBA, 1 Helpdesk supervisor, 2 full time and 2 part time helpdesk analysts.
Supported 1200 full time and 4500 part time and seasonal employees spread over 24 branches, 7 overnight camps, 10 summer camps and the state’s largest day care provider
Major accomplishments
Project management of multiple projects including new and remodeling facilities, upgrading the WAN from a single T1 MPLS network to dual T1 network then to a 10 to 20 mb Ethernet network, phone system cut over from Mitel to Skype, Windows updates from NT to 7 then on to 10, and Office upgrades
Upgrading server infrastructure from standalone servers to VMware on blade servers and EMC storage
Created a second data center for disaster recovery and high availability
April 2005-October 2010
UCare Minnesota, Minneapolis MN
Information Systems Manager
Responsible for desktop support, wide area network, local area network, phones and phone systems, helpdesk, servers and security.
Managed a $7,000,000 budget
Managed IT contracts
Manage a staff of five engineers supporting the network, servers, and phones. Four PC technicians answer the helpdesk phones and support the end users workstations. One contract/billing assistant
Building vendor relationships to leverage telecommunications carriers, hardware suppliers, and service providers for lower rates and better service
Implementation of Master License Agreement with Microsoft
Instrumental in changing internet and phone carrier saveing UCare over $80,000 per year on the telecomm contracts
Moved UCare’s data center and 400 PC’s into a new facility
Implemented a major upgrade to our core business UNIX application
Changed phone system from Nortel to Cisco IP telephony
Standardized on hardware making support of the hardware easier and less costly.
Reduced spam and viruses in email.
Implemented a business recovery plan for the data center.
Part of the technology steering committee proposing new technologies for UCare to adopt
Wrote all of the security policies
Implemented CheckPoint disk encryption with end point protection
August 1999-August 2004
Carlson Companies Inc, Plymouth MN
Lead Network Engineer
Project Lead for Telecommunications and Network Services supervising 6 professional employees. Responsibilities include the maintenance of a 6500 node campus network and WAN. Managed the Network team prior the division of the network team into design and support.
Knowledge of TCP/IP, frame relay, ISDN, SONET, ATM, T1, fractional T1, IPX, BGP and voice over IP
Part of network team that configured and connected 200 Cisco routers for frame relay to the hotels and connecting them to two data center routers
Coordinated schedules with our carrier/vendor for the onsite portion of the circuit and router install
Part of the VPN rollout team where we configured then shipped to 250 hotel sites Nortel Contivity VPN concentrator
Created access control lists, group access lists for the Cisco PIX firewalls
Setup Nortel VPN routers
Configured the F5 Big IP for load balancing
January 1998 – August 1999
Allina Health Systems, Minneapolis MN
Information System Manager
Managed 16 direct reports. 9 full time staff and 7 contracting staff. Our group is responsible for the Desktop Technology Requests, which are requests from Allina employees to move, add or change existing software, hardware or connectivity to their work areas. Another responsibility is for asset management of all the desktop equipment that Allina owns. We are also responsible for the software licensing, tracking and charge backs.
Negotiated Master License Agreements and volume discounts with software vendors
Managed 50 Desktop technicians for 2 months for inventory of all desktop devices and the software that resided on them for the Y2K project
Developed the project plan and implemented software for the helpdesk to track the life cycles of desktop hardware
Assisted in merging the Helpdesk, server, and desktop support staff at the Medica facility into the Allina corporate helpdesk, network operating systems, and the desktop integrated services
September 1990 - December 1997
United Healthcare Corporation (UHC), Minneapolis MN
Information Systems Manager
Managed 13 professionals responsible for all of the Medica operations, this included LAN support, Desktop support, WAN support and Helpdesk support. Was a part of the performance review team for the services that UHC was providing to Medica.
Project Managed all the Move add and changes for all the twin cities area facilities. Coordinated install of the cable plant, with the scheduled moves and staffed the moves according to size
Part of the Network on-call rotation for all LAN and WAN issues. Installed, configured hubs/switches on the campus data closets
Managed the desktop support staff for all PC related issues for UHC in the Golden Valley, Edina, and Minnetonka buildings.
Wrote service level agreements
Negotiated contracts for desktop maintenance, contracting staff, and software.
May 1985 - October 1989
NCR, Roseville MN
Quality Engineer
Quality Assurance Engineer, Tested samples of components going into the controllers and modems manufactured by NCR. Designed and built test equipment.
Performed failure analysis on components that failed in the field
June 1972 - May 1985
Control Data Corporation, Bloomington MN
Lead Technician
Started as a manufacturing technician moved into testing and designing.
School, Certifications and Training
ITIL
2016 ITIL v3 Certification
A+ Security
2009 A+ Security Certification
ITIL
2006 ITIL v2 Certification
F5
2003 Configuration and installation of the Big IP
Ascolta
2002 Building Scaleable Cisco Networks
Global Knowledge
2001 Introduction to Internetworking Devices
St Mary’s College
1993 Novell
Inver Hills Community College
1986 Basic programming
Lake Superior College
1970 to 1972 Certificate of Electronics
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