Office 365
Daniel Hollaway
IT Systems Analyst
Chouteau,OK
Summary
Knowledgeable Systems Analyst with history of progressive leadership and project management. Gathers requirements, develops use cases and delivers key initiatives. Aligns teams and drive collaboration and cohesion to complete projects on time and within budget. Subject Matter Expert (SME) in Cellular Device Management using Jamf, ABM, and Intune.
Overview
21
21
years of professional experience
1
1
years of post-secondary education
1
1
Language
Work History
IT Systems Analyst
Grand Lake Mental Health
Claremore, OK
07.2017 - Current
- Provided client support on system operation and troubleshooting.
- Evaluated and adopted new technologies to address changing industry needs.
- Monitored employee tasks, evaluating information processing and performance to gauge business functions and inefficiencies.
- Diagnosed, troubleshot and resolved network and system problems.
- Resolved or escalated problem tickets to resolve user issues.
- Investigated and addressed system issues to enhance usability and improve functionality.
- Resolved malfunctions with systems and programs through troubleshooting.
- Assessed business needs and problem areas to create focused solutions.
- Oversaw installation of software programs and hardware systems to meet requirements.
- Performed system analysis, documentation, testing, implementation and user support for platform transitions.
- Identified and resolved problems through root cause analysis and research.
- Improved company wireless management for staff by introducing and implementing Microsoft Intune.
- Acting as lead for asset management using FreshService Help Desk software.
- Acting lead for helpdesk technicians.
- Oversee call stats using Avaya Call Reporting
- Managed over 50 customer calls per day in addition to helpdesk tickets that did not require phone calls.
IT PC Technician
Tulsa Public Schools
Tulsa, OK
06.2013 - 06.2017
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Linked computers to network and peripheral equipment.
- Decommissioned outdated equipment, referring devices to appropriate recyclers or disposal personnel.
- Oversaw equipment inventory to maintain on-hand availability of necessary replacement parts and consumable goods.
- Imaged and prepared new computers for integration into company networks and systems.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.
- Maintained accurate records of communications, remedial actions and installation activities.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Service Technician III
Video Gaming Technologies Inc.
Tulsa, OK
03.2007 - 06.2012
- Serviced slot machines for expedient repair and minimal downtime.
- Evaluated systems according to predetermined checklist and noted issues.
- Streamlined slot repair processes to minimize day-to-day downtime and increase overall productivity.
- Diagnosed and troubleshot problems, repairing and restoring machines to peak performance.
- Assisted team members with slot machine, server installation, server troubleshooting, and diagnostics.
- Inspected equipment to diagnose operational issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Completed routine tasks such as tire rotation and balancing, oil changes and brake services.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Cleaned and lubricated parts to keep equipment operating at peak performance.
- Performed maintenance duties and safely handled chemicals and solutions.
- Explained diagnostic findings to customers and outlined repair or service options.
- Trained customer employees and managers on machine use and maintenance.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Demonstrated increased knowledge of company products and equipment.
- Applied knowledge of standard equipment and manufacturer repair guidelines.
- Travel required up to 80 percent.
- Managed inventory and produced daily reports to immediate supervisor.
- Managed expenses of company vehicle and credit card which included expense reporting.
Education
No Degree - Associates of Applied Science (IT)
NWACC
Bentonville, AR 01.2009 - 01.2010
High School Diploma -
Locust Grove High School
Locust Grove, OK 05.1991 - 05.1994
Skills
Teamwork and Collaboration
Problem-Solving
Self-Motivated
Analytical and Critical Thinking
Organization and Time Management
Excellent Communication
Multitasking Abilities
Attention to Detail
Customer service expert
Application support
Staff education and training
Desktop support
Accomplishments
- Led upgrade projects to remove outdated staff laptops and cellular devices in the field.
- Supervised team of 10 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Promoted twice, up to Systems Analyst since employment began.
- 7 Employee of the month awards and 2018 Employee of the Year award with current employer.
Software
Azure
Intune
IOS
MacOS
Avaya
Windows
Teamviewer
Anydesk
SQL Server Management Studio
Papercut MF
GlobalProtect VPN
Sophos VPN
Microsoft Teams
Zoom
Apple Configurator
Remedy Service Desk
CA Service Desk
FreshService
Cortex XDR
Sophos Antivirus
Interests
Furthering my knowledge in the everchanging field of IT
Learning new skills and software applications
Working with a group that believes in teamwork
Timeline
IT Systems Analyst
Grand Lake Mental Health
07.2017 - Current
IT PC Technician
Tulsa Public Schools
06.2013 - 06.2017
No Degree - Associates of Applied Science (IT)
NWACC
01.2009 - 01.2010
Service Technician III
Video Gaming Technologies Inc.
03.2007 - 06.2012
High School Diploma -
Locust Grove High School
05.1991 - 05.1994