Hollis Walker
Raleigh,NC
Summary
IT professional with 8+ years of experience supporting enterprise and SaaS environments across healthcare and technology sectors. Skilled in network and endpoint troubleshooting, identity management, and VoIP support. Known for clear communication, process documentation, and driving operational efficiency. Experienced in leading process improvements, mentoring technical teams, and collaborating across departments to deliver mission-driven solutions. Passionate about blending technical precision with leadership to enhance user experience and organizational success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Assoc Systems Mgmt Analyst
Optum
05.2023 - Current
- Provide remote and onsite support for 300+ providers; resolve Windows/macOS/iOS/Android issues with 95% SLA adherence.
- Serve as a Business Segment Liaison (BSL) for department onboarding and support; managed ServiceNow request forms, asset recovery, software licensing, and workspace allocation to ensure compliance and operational efficiency.
- Lead internal process improvements and training; authored SOPs and KBs improving onboarding efficiency.
- Assist with CVS risk assessments and HITRUST audits, ensuring compliance readiness across endpoints.
Systems Administrator
Leadr
10.2022 - 04.2023
- Sole IT support for 70+ users in a Mac-first SaaS startup; resolved 30+ tickets weekly with high satisfaction.
- Administered Kandji MDM for Apple fleet deployment and compliance; reduced onboarding time by 25%.
- Built technical documentation and training resources, cutting recurring support requests by 15%.
- Administered user accounts and permissions across platforms and applications.
- Deployed operating systems upgrades and security patching in accordance with IT policies.
Mac Technical Expert
Apple
08.2018 - 07.2022
- Diagnosed and resolved complex macOS/iOS/iPadOS issues in high-volume retail/enterprise environments.
- Delivered VIP-level support for executives and business clients; ensured seamless continuity of service.
- Trained and mentored new hires on technical workflows and customer engagement best practices.
- Engaged with customers to gather feedback on product performance and usability.
- Assisted in inventory management of repair parts and supplies efficiently.
Education
B.S. - Pastoral Ministry
Alliance University
01.2018
Skills
Cloud & Systems
- AWS, Azure, Microsoft 365, Google Workspace
- ServiceNow, Jira
Identity & Access Management
- Active Directory, Azure AD, Okta
Endpoint Management
- JAMF Pro, Kandji, Apple Business Manager
Security & Compliance
- HITRUST, NIST Controls, FileVault
AI & Automation
- AI Prompt Writing: ChatGPT, Microsoft Copilot, Google Gemini
Programming
- Python (Currently Developing Skills)
Leadership & Collaboration
- Team Mentoring, Cross-Functional Collaboration, Training Development
Certification
- AWS Certified Cloud Practitioner
- Microsoft Azure Fundamentals (AZ-900)
- Jamf Certified Associate (200)
- Apple Certified Macintosh Technician
References
References available upon request.
Timeline
Assoc Systems Mgmt Analyst
Optum
05.2023 - Current
Systems Administrator
Leadr
10.2022 - 04.2023
Mac Technical Expert
Apple
08.2018 - 07.2022
B.S. - Pastoral Ministry
Alliance University