Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Katie Heilman

Sylvania,OH

Summary

Experienced IT support professional pivoting into Microsoft-focused Systems Administration. Skilled in Azure, Microsoft 365, Intune, and Entra ID (Azure AD) with hands-on experience across enterprise clients in healthcare, energy, insurance, and manufacturing sectors. Proven track record of improving processes, mentoring peers, and supporting complex IT environments. Currently preparing for the AZ-104: Microsoft Azure Administrator certification.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Service Desk Tier 1

Pomeroy
01.2023 - Current
  • Provided technical support for enterprise clients including Whirlpool, Luxottica, EyeMed, Blue Cross Blue Shield Kansas City, PPL Electric Company, Marathon Oil, and BBraun Medical
  • Resolved account, device, and M365/Intune issues for employee-facing systems across healthcare, manufacturing, energy, and insurance sectors
  • Supported user provisioning and identity/access management via Entra ID, SailPoint, and Microsoft 365 Admin Center
  • Diagnosed endpoint and virtual desktop issues using tools like Bomgar, VMware Horizon, Microsoft Remote Desktop, and Tanium
  • Managed Intune compliance policies and mobile device access for iOS/iPadOS users
  • Operated within multiple ticketing systems including ServiceNow while maintaining SLA compliance
  • Collaborated with Tier 2 for escalations and performance coaching; mentored peers on real-time troubleshooting
  • Built a SharePoint-based after-hours knowledge base, improving resolution consistency across teams

Photo Support Senior Agent & Tier 2

Velocity, A Managed Services Company
09.2020 - 12.2022
  • Delivered Tier 1 and Tier 2 technical support for Walgreens and Meijer, focusing on photo kiosk systems, printing hardware, and point-of-sale platforms
  • Utilized TeamViewer and proprietary diagnostics to support Windows-based retail environments
  • Collaborated with engineers to improve long-term system reliability and escalate high-impact issues
  • Led the redesign of team SOPs, training materials, and canned responses for internal documentation
  • Integrated Microsoft Flow and Teams for more effective communication and task routing
  • Mentored a team of 60+ employees and developed documentation to improve onboarding and daily troubleshooting workflows

Education

High School Diploma -

Mohawk Local Schools
Sycamore, OH
05.2018

Skills

  • Cloud & Identity: Azure, Entra ID (Azure AD), Microsoft 365, SailPoint
  • Endpoint & Device Management: Intune, Mobile Device Management (MDM), VDI
  • Administration Tools: Microsoft 365 Admin Center, Azure Portal, Exchange Online
  • Remote Tools: TeamViewer, Bomgar, VMware Horizon, Microsoft Remote Desktop
  • Ticketing Systems: ServiceNow, custom client portals
  • Scripting & Automation: Powershell (basic, improving)
  • Process & Documentation: SharePoint, SOP creation, internal knowledge bases

Certification

AZ-104: Microsoft Azure Administrator – In Progress (Targeting Fall 2025)

Timeline

Service Desk Tier 1

Pomeroy
01.2023 - Current

Photo Support Senior Agent & Tier 2

Velocity, A Managed Services Company
09.2020 - 12.2022

High School Diploma -

Mohawk Local Schools

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