Chris Hoyal

949 5th Ave SE, Rochester, MN 55904

(507) 272-4601
choyal@randomio.net

Bachelor of Information Technology graduate with specializations in Network Technology and

Information Security and Assurance. Over 8 years of IT experience providing support covering multiple
platforms and technologies. Over 8 years of helpdesk experience supporting multiple technologies.

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Education and Certifications:

Capella University, Minneapolis, MN March 2015

Bachelor of Science in Information Technology, dual specialization in Network
Technology and Information Security and Assurance
Self-Education Jan 2001
CompTIA A+ certification.
National Education Center, Minneapolis, MN Nov 1992
Certificate in Computer Programming, multiple languages.
Skills

Operating Systems Information Tracking Systems

 Windows XP  ServiceNow
 Windows 7  Remedy
 Windows 8  Salesforce
 Windows 10
 Windows 2008 Server
 Windows 2012 Server Networking
 Mac OS 8
 Mac OSX  Cisco routers and switches
 AS/400  Cisco IOS
 Network troubleshooting

Software
Soft Skills
 Microsoft Office 2010, 2013, 365
 Dameware  Customer Service
 Goverlan  Phone Etiquette
 Cisco Anyconnect  Handling escalated customers/issues

Programing/Database
Hardware
 Microsoft Access
 Laptop repair  dBase III+
 Desktop Repair  C / C++
 Printer maintenance  COBAL
 IP Phones  JavaScript
 Chris Hoyal
949 5th Ave SE, Rochester, MN 55904
(507) 272-4601
choyal@randomio.net

Relevant Experience:

CH Robinson, Eden Prairie MN July 2016 - Present

SDA I
 Provide technical support for end users having computer (hardware, software),
peripheral, network, or phone related problems (cell phones and Avaya desk phones),
including Windows 7, 8, 10, MS Office, and proprietary in-house software. Hardware
support included multiple makes/models of desktops and laptops
 Handle computer, peripheral, and cell phone procurement.
 Maintain knowledgebase articles related to cell phones and procurement process.

Charter Communications, Rochester MN Jan 2008 – July 2016

Sales Support Coordinator / Service Activation Rep / Rep, CB Repair / Broadband Technical
Specialist / Broadband Data Specialist
 Provided support to Charter Communications business customers, answering 30+ calls
daily to resolve telecommunications issues.
 Team captain for over 4 years, mentoring other agents and regularly handling escalated
calls, cases, and resolving problems outside the normal range of issues.
 Assisted in transitioning newly trained agents from classroom to live customer calls.

Gateway Country Store, Rochester, MN Jan 2001 - Nov 2002

Repair Technician
 Troubleshoot, repair, maintain, and upgrade Gateway brand computers and peripherals
both in and out of warranty.

Independent Contractor Jan 2000 - Nov 2008

 Performed server and PC hardware upgrades at multiple sites throughout Minnesota on
individual per-site contract basis

Wang Labs / Getronics, Bloomington, MN June 1999-Jan 2000

Contracted Field Technician
 Performed on-site laptop hardware repair.

The Computer Merchant, Ltd, Norwell, MA Sept 1998-Feb 1999

Senior Technician
 Assisted Team Lead in training local techs at each site.
 Supervised local techs day to day activities
 Co-developed the data migration procedure used in Unilever's Project Sunrise, an
enterprise-wide system migration and trained other Senior Techs on its use.
 Performed all the duties of local techs in migrating users to new hardware and software.