Technical Support Systems Analyst
Resume:
SUMMARY
DALE G. HOYUM
***** **** **** ***** **********, MN 55024
*********@*****.*** Linkedin: Dale Hoyum
Computer Professional with expertise setting up, testing, upgrading and troubleshooting both software and hardware issues. Technical liaison for all levels of organization. Known by peers and management as a technical problem solver and committed hard worker who is able to see the big picture. Experience coordinating teams together to progress towards solution.
COMPUTER SOFTWARE EXPERTISE
Office 2016, 2019, 365
McAfee EPO
GroupWise
Ultra VNC
Win-911
Remedy
Windows 7,8,10,11
SharePoint 3.0
GE digital iFIX SCADA
Veritas NetBackup 5.1
Netmotion
SCSM
HP Openview ServiceDesk
Symantec Backup Exec. 11d
Wave Reader
Windows Server 2012 R2, 2019
Prism
Active Directory
ihistortian
R-Drive Image
Proficy iFIX Workspace
Industrial Defender 7.1
mRemote 1.5
Lenel OnGuard Software
Passware
SCCM
Pagis
Microsoft Bitlocker
Embassy Security Center
Aveva OASys SCADA
EPIC
Dentrix
VeraSMART
Ghost
SCCM Remote Control
Microsoft Teams
Remote Desktop Connection
Hyena
Service Now
EMPLOYMENT HISTORY
Xcel Energy
Mpls., MN
Senior Systems Analyst
06-2019 to present
Gas SCADA network and related applications that monitor and interface. Provide in depth technical information to local and remote users as appropriate. Analyze more complex end user issues and recommends fixes or improvements. Lead efforts with users to develop complex systems and/or network solutions.
Resolving escalated Asset problem and incident management issues. Recognize problems or situations that are new or without clear precedent. Identify solutions using a systematic, multi-step approach. Responsible for developing improvements and innovations to enhance performance. Support systems testing and validation design activities. Provide LAN/WAN and desktop technical support
Responsible for the overall installation, maintenance, configuration, and integrity of systems and/or network infrastructure. Focus on improving performance of systems and/or network. Recommend and implement strategies to improve systems reliability and performance.
Leadership – Review work and ensure quality standards are met. Act as a team lead to train, coach, and mentor others, and/or provide project leadership. Motivate others to action and addresses delicate situations, requiring tact and diplomacy using written and oral skills. Collaborate with business leaders companywide. Responsible for aspects of vendor relationship management. Work with Operating System Deployment (OSD) tools.
Interpret other viewpoints and assimilate them into work processes. Anticipate and react to major technology changes.
Develop and manage the budget for hardware and software.
Actively participates in regular status meetings. Prepare written status reports and responses to customer inquiries.
Hennepin County Mpls., MN
Senior IT Specialist 01-2014 – 06-2019
Maintain/troubleshoot toughbook laptops, Sprint and Verizon wireless broadband laptops onsite or remotely for internal and external police agencies, VPN settings with LOGIS. Maintain license plate readers on squads. Mobile device management with Intune, configuration, and device support. Work with Operating System Deployment (OSD) tools. LAN/WAN and desktop technical support
Provide maintenance and support for desktop, data center hardware, periphery hardware, and complex systems deployed within and throughout the agency.
Provide help desk and on-call support to the agency user community by creating, working, and closing trouble tickets related to reported IT issues from users and systems.
Write requirements for users requesting software to be approved, packaged, and published to the SCCM catalog.
Manage and oversee the administration of personnel activities, including hiring, promoting, evaluating, training, assigning work responsibilities, and establishing performance standards and reviews.
Maintain clients through SCCM for deployment to Windows workstations, patches, and updates. Run reports to make sure clients are software compliant and software packaging.
Remote to computers using SCCM Remote Control, Skype for business, Remote Desktop Connection.
Serve as an IT liaison between agency users and the county's enterprise IT Help Desk, and support resources regarding issues, functionality, and problem resolution regarding county enterprise infrastructure and applications. Provide customer support, coordinating technical issues and resolving technology problems, encompassing end user technologies.
Create documentation and procedures regarding agency information systems infrastructure, systems, and projects within the agency, within the appropriate knowledge database application.
Manage and upgrade Tightrope Carousel Digital Signage server; assist in publishing and maintaining content. Coordinate training requirements of Help Desk personnel and recommend training for staff. IT Asset Management and Service Level Management.
Proactive role in priorities, resources, schedule and implementation, contracting and vendor management, IT project requirements, Cisco IP phones, AS400 tape backups.
Seagate Technology Shakopee, MN
Engineer Support Specialist 03-2012 – 12-2013
Supporting users and modify, and delete user accounts through AD, Responsible for supporting and maintaining Active Directory and Group Policy infrastructure. Reset user passwords as needed, change or assign permissions for user accounts as requested.
Manage computers in SCCM to provide software deployment, compliance settings management, and comprehensive asset management.
Provide support to users onsite or through SCCM Remote Control relating to all applications, components and peripherals.
Manage asset and inventory processes, including technology asset lifecycle.
Perform on site analysis, diagnosis, and resolution of complex desktop problems for end users, recommends and implements solutions, including on-site repair for remote users as needed. hardware and peripherals, including desktop computers, mobile devices, various types of printers, scanner and additional hardware devices
Complete work efforts by coordinating resources and timetables with customer departments and IT teams. Work with vendor-hosted applications, supporting cloud- based applications. Experience with service desk ticketing systems.
City of St. Paul St. Paul, MN
Systems Support Network Administrator 12-2006 – 03-2012
Supporting and maintaining servers and network security, software compliance, audit. Maintaining the processes and protocols associated with the SCADA network and related applications that monitor and interface with water treatment, testing, measurement, tracking, security, pumping, storage, SQL 2005,
and visual basic editing. Maintain Sharepoint for ticket requests, alerts, phone lists.
Maintain the Win-911 Alarm Notification Software.
Set up new PC’s, installed and troubleshot new operating systems including desktop configuration, setting up email accounts through Exchange Server 2007.
Maintain and support Prism packaging software for deployment to Windows workstations for patches, updates.
Network Administrator Support, Desktop PC replacement, Sprint mobile broadband cards. WatchGuard Firebox VPN setup for toughbook Panasonic laptops.
Maintain and support Prism packaging software for deployment to Windows workstations for patches, updates.
Responsible for administration, schedule compliance and off-site storage for daily, weekly and monthly tape backups.
Maintain/troubleshoot wireless broadband laptops onsite or remotely for users.
Create, modify, and delete user accounts through AD, maintain and update network access forms for users.
Accomplish financial objectives by forecasting requirements for staff and consultants, including software and hardware.
Proactive role in priorities, resources, schedule and implementation; assist in budgeting, contracting and vendor management, IT project requirements.
Maintain and support the Lenel OnGuard Software for security badges and doors. Wave Reader software for security cameras.
Work with client/server applications, web-based applications, firewall ports, networking, databases. Develop and manage the budget for hardware and software.
Kroll Ontrack Eden Prairie, MN
Processing Engineer 01-2005 – 12-2006
Perform electronic and paper discovery, computer forensics, and data recovery. Sort and convert files, OCR Extraction, perform post coding data standardization tasks according to project specifications and /or client requests. Network monitoring server resource allocation.
EDUCATION
US Department of Homeland Security 2019: Chemical-terrorism Vulnerability Information Authorized User Certificate
New Horizons 2015: Installing and Configuring Windows Server 2012 Certificate
GE Global Training Services 2011: Proficy iFIX Fundamentals Certificate
Bench Mark Learning 2011: VB.net 2008 Certificate
Dakota County Technical College: Database Essentials 2006
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