Tierra Palmer
Orlando
Summary
Dedicated and passionate professional with experience in service desk. A driven individual excited to be in the IT space. Experienced in problem-solving, documentation and workflow optimization. Currently pursuing an AS in Computer Programming with a strong passion for IT solutions and system analysis. Actively growing by advancing skills with hands on experience and schooling.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work History
Service Desk Agent
Orlando Health
Orlando
10.2025 - Current
- Provided technical support for hardware and software issues across departments.
- Assisted users with troubleshooting network connectivity and application errors.
- Managed ticketing system to prioritize and track service requests efficiently.
Security Officer
Orlando Health
Orlando
01.2024 - 10.2025
- Enforce security protocols and respond swiftly to emergencies in a high-stakes environment, ensuring the safety of staff, patients, and visitors.
- Conduct thorough investigations, generate detailed reports, and analyze incident patterns to optimize security workflows.
- Collaborate with multiple departments to enhance operational efficiency and compliance with security procedures.
- Utilize system documentation and reporting tools to maintain accurate records and identify areas for process improvement.
Security Officer
Bangor Security
Tampa
01.2021 - 01.2024
- Monitored and maintained compliance with regulatory requirements through security audits and risk assessments.
- Assisted in the implementation of new security protocols, ensuring seamless workflow transitions.
- Utilized reporting tools to document security incidents and recommend procedural enhancements.
- Conducted data analysis of security trends to improve response strategies and minimize risks.
Education
Computer Programming -
Valencia College
01.2024 - 01.2026
Skills
- Troubleshooting/ Problem Solving
- Service Now
- Epic
- Account Management - password reset/ Active Directory
- Effective Documentation
- Managing Configuration
- Customer Service/Communication
- HL7/FHIR Integration
- PACS (Exposure)
- Critical thinking
- Project Support
- Microsoft 365 Suite
Volunteer Experience
Tech Support Volunteer, IT Outreach Program, Lake County, FL, 01/01/23, Present
Timeline
Service Desk Agent
Orlando Health
10.2025 - Current
Computer Programming -
Valencia College
01.2024 - 01.2026
Security Officer
Orlando Health
01.2024 - 10.2025
Security Officer
Bangor Security
01.2021 - 01.2024