Holland Difuntorum-Perez
@hollanddifuntorum-pe
Seasoned IT support professional specializing in Tier 2+ systems and user-focused solutions.
United StatesWhat I'm looking for
I am an IT professional with extensive Tier 2/Tier 3 desktop and systems support experience across healthcare, federal, and enterprise environments, consistently maintaining 99%+ uptime and improving deployment efficiency. I have strong expertise in Active Directory, Exchange administration, VPN/VDI, VMware, SCCM, and endpoint management tools, and I author knowledge base content and training materials to raise first-contact resolution.
I have led weekend escalation efforts, automated routine tasks with scripts, reduced deployment time using Ghost and KACE, and ensured HIPAA and federal compliance in DoD and healthcare settings. I collaborate across teams, mentor junior staff, and develop IT policies and procedures to drive operational efficiency and excellent customer satisfaction.
Experience
Work history, roles, and key accomplishments
Service Desk Analyst II
QTC Medical Group
May 2023 - May 2025 (2 years)
Provided Tier 2+ remote and onsite support for 500+ users achieving 99%+ uptime; reduced incident resolution time by authoring knowledge base articles and delivering user training to improve first-contact resolution.
Systems Support Specialist II
Beacon Hill Staffing / U.S. Courts Judiciary
Dec 2022 - Mar 2023 (3 months)
Delivered secure IT support in a federal judiciary environment and reduced workstation deployment time by 20% using Ghost and KACE while managing Active Directory, VPN, VMware, SCCM, and Microsoft 365.
Technical Support Engineer I
DHA GSC BAMC
Mar 2017 - Dec 2022 (5 years 9 months)
Supported DoD healthcare systems (AHLTA, Essentris, Genesis), ensured HIPAA compliance, and provided hardware deployment, backup/recovery, and remote troubleshooting to maintain system availability.
Systems Support Specialist II
HCL / USAA
Jan 2013 - Feb 2017 (4 years 1 month)
Provided enterprise technical support including AD account management, VPN/VDI troubleshooting, hardware repairs, and documentation to maintain operational efficiency across remote and onsite users.
Education
Degrees, certifications, and relevant coursework
Oliver Wendell Holmes High School
High School Diploma, IT & General Sciences
High School Diploma with coursework in IT and General Sciences.
Northwest Vista College
Some College (No Degree), IT & General Sciences
Completed some college coursework in IT and general sciences; no degree awarded.
CompTIA
CompTIA Security+, Information Security
Earned the CompTIA Security+ certification (vendor certification in information security fundamentals).
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
Interested in hiring Holland?
You can contact Holland and 90k+ other talented remote workers on Himalayas.
Message HollandFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
