Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Hollis Walker

Frisco,TX

Summary

Experienced IT support professional with over 8 years of experience providing technical support and troubleshooting for a variety of hardware and software systems. Skilled in diagnosing and resolving complex technical issues, both remotely and in-person, while delivering exceptional customer service. Proficient in using a range of tools and technologies to provide technical assistance, including help desk software, remote desktop tools, and system monitoring software.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Associate Systems Analyst

AbleTo (Optum, United Heathcare)
06.2023 - Current
  • Responsible for managing ticketing Que in Jira system. Completed 50 - 60 tickets per week, resolution percentage of 98% or above.
  • Maintained detailed documentation of all system configurations, updates, and changes for future reference and troubleshooting purposes.
  • Manage Google Workspace, Slack, Zoom, Azure Active Directory, Confluence, Citrix Workspace, Open VPN, and Jamf Pro as an administrator.
  • Support both Windows and Mac environment of over 1000+ devices in remote setting.

IT Support Specialist / System Administrator

Leadr
11.2022 - 04.2023
  • Managed over 100 user accounts, permissions, and access to IT resources, including software licenses and cloud-based services such as Asana, Salesforce, and Slack.
  • Designed and configured MDM system (Kandji) to manage mobile devices, tablets, and laptops, across multiple platforms.
  • Ensured that IT systems and resources were properly provisioned and de-provisioned for employees, and that new hires have positive onboarding experience while departing employees are smoothly off-boarded.

Mac Genius

Apple
09.2013 - 12.2016
  • Diagnosed and troubleshoot hardware and software issues on Mac computers, iPhones, and other Apple devices.
  • Maintain high level of professionalism, customer service, and integrity in all interactions with customers and colleagues.
  • Documented and tracked customer interactions and issues using Apple's internal customer relationship management (CRM) system.

Education

Bachelor of Science - Pastoral Ministry

Alliance University
New York, NY
05-2017

Skills

  • Offboarding and onboarding
  • Effective Communication
  • Program installations
  • End-user support
  • System Analysis
  • IT Asset Management
  • Google Workspace

Certification

  • Apple Certified Mac Technician (ACMT)
  • Jamf Certified Technician (200)
  • Comp - Tia Security + - In process

Timeline

Associate Systems Analyst

AbleTo (Optum, United Heathcare)
06.2023 - Current

IT Support Specialist / System Administrator

Leadr
11.2022 - 04.2023

Mac Genius

Apple
09.2013 - 12.2016

Bachelor of Science - Pastoral Ministry

Alliance University

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Hollis Walker