Derek Dukhorn
Buffalo,MN
Summary
Dynamic and technically proficient IT leader with over 18 years of experience driving enterprise support transformation and continuous improvement in the healthcare technology sector. Demonstrated expertise in managing internal service products, leading cross-functional teams, and achieving significant outcomes, including a 25% enhancement in resolution timelines. Skilled in Agile methodologies such as Scrum and Kanban, with a strong focus on stakeholder engagement and data-driven decision-making. ITIL 4 Foundation certified, with extensive knowledge in ServiceNow, infrastructure operations, and knowledge management. Committed to aligning technology solutions with business objectives to elevate user experience, operational efficiency, and the quality of healthcare services.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Technical Project Manager (Continual Improvement & Analytics Team)
Optum Technology
12.2018 - Current
- Owned internal service improvement initiatives, identifying systemic issues and driving permanent solutions aligned with ITIL Problem Management.
- Developed and prioritized action plans using Agile methodologies (daily stand-ups, Kanban boards) to resolve recurring problems.
- Led root cause analysis efforts for major incidents; partnered with Level 3 engineers to implement permanent fixes and publish knowledge base articles.
- Collaborated with cross-functional teams and business stakeholders to ensure timely resolution and knowledge sharing.
- Delivered regular status updates to leadership and recommended process improvements aligned with enterprise goals.
- Onboarded and trained 16 analysts post-team reorganization, promoting best practices and operational consistency.
- Key Achievement: Improved on-time problem resolution by ~25% through process enhancements; recognized with internal award for excellence in continuous improvement.
Senior Technical Support Analyst
Optum Technology
03.2017 - 12.2018
- Coordinated enterprise-wide Problem Management processes, investigating recurring incidents and implementing long-term fixes.
- Authored and maintained Knowledge Base articles for known errors, improving support efficiency and reducing repeat incidents.
Technical Support Analyst
Optum Technology
02.2014 - 03.2017
- Resolved hardware, OS, and network connectivity issues for enterprise users, including remote support for VPN and Wi-Fi.
- Piloted and implemented a new escalation workflow, reducing resolution time for live support calls.
- Supported incident management via ServiceNow, ensuring timely updates and communication.
Technology Support Analyst / Information Security Analyst (Contract)
Robert Half Technology @ UnitedHealth Group
09.2006 - 02.2014
- Supported enterprise IT projects including OS and email migrations.
- Troubleshot network issues during site integrations and contributed to company-wide disk encryption rollout.
- Provided general IT support for UnitedHealth Group applications and help desk operations.
Senior Technical Support Analyst
GEEKS
01.2003 - 09.2006
- Managed IT systems for small-business clients, designing network solutions and performing cost-benefit analyses.
- Procured and configured servers and networking equipment; implemented secure VPNs and remote access tools.
- Administered Microsoft Exchange Server and provided desktop support.
Technical Support Consultant
Self-Employed
01.1998 - 01.2003
- Designed and deployed custom PC and server solutions for small businesses.
- Migrated clients from legacy systems, improving scalability and supportability.
- Implemented Windows Terminal Services for law firms, enabling secure remote access nationwide.
Education
Completed Professional IT Training Program - Computer Systems & Network Administration
Brown Institute
Mendota Heights, MNSkills
- Problem Process Ownership
- Agile Methodologies
- Stakeholder Engagement
- Communication
- Data Driven Decision Making
- Process Optimization
- Continuous Improvement
- Technical Fluency
- Knowledge Management
- Healthcare IT Context
- Problem Resolution
- Presentation Skills
Certification
- ITIL 4 Foundation – Axelos/PeopleCert (Earned 2022)
- CompTIA A+ Certified
- Microsoft Certified Professional (MCP)
Timeline
Technical Project Manager (Continual Improvement & Analytics Team)
Optum Technology
12.2018 - Current
Senior Technical Support Analyst
Optum Technology
03.2017 - 12.2018
Technical Support Analyst
Optum Technology
02.2014 - 03.2017
Technology Support Analyst / Information Security Analyst (Contract)
Robert Half Technology @ UnitedHealth Group
09.2006 - 02.2014
Senior Technical Support Analyst
GEEKS
01.2003 - 09.2006
Technical Support Consultant
Self-Employed
01.1998 - 01.2003
Completed Professional IT Training Program - Computer Systems & Network Administration
Brown Institute