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Cameron Coleman

@cameroncoleman

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IT Service Desk L2 at Providence St. Joseph Health, supporting 3,000+ applications and improving team performance.

United States

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At Providence St. Joseph Health, I support 3,000+ cloud and local applications across Azure, Active Directory, and other systems. I also led a project to upskill the IT desk team and helped reduce low-level ticket volume through end-user education.

At Everise (eero), I progressed from Tier 1 Technician to Tier 1.5 Subject Matter Expert, troubleshooting networking and connectivity issues. I trained and mentored about 40 Tier 1 agents on network troubleshooting and ticket escalation.

Experience

Work history, roles, and key accomplishments

Current

IT Service Desk L2

Current

Providence St. Joseph Health

Apr 2022 - Present (4 years 6 months)

Provide technical support and troubleshooting for 3,000+ cloud and local applications, resolving issues in Azure, Active Directory, Cisco Unity, Avaya Aura, SailPoint IAM, Citrix DaaS, and PC/server/network hardware. Managed and prioritized IT tickets, led team upskilling, and educated end-users to reduce ticket volume.

Azure Active Directory Cisco Unity Connection Avaya Aura Sailpoint Citrix ServiceNow Ticketing Systems Remote Support End User Training Root Cause Analysis ITIL

Technical Support Specialist

Everise

May 2021 - Apr 2022 (11 months)

Progressed from Tier 1 Technician to Tier 1.5 Subject Matter Expert, consistently exceeding performance metrics in high-volume technical support for networking and connectivity issues. Served as SME, training and mentoring ~40 Tier 1 support agents on troubleshooting and customer service best practices.