HPholly perez
@hollyperez
Experienced IT professional specializing in Tier 2+ support and systems administration.
United StatesWhat I'm looking for
I am an IT professional with extensive Tier 2/Tier 3 desktop and systems support experience across healthcare, government, and enterprise environments. I have a proven track record maintaining 99%+ uptime, managing Active Directory and Exchange, supporting Windows, macOS, mobile platforms, VDI and virtualization technologies, and creating knowledge base documentation that improves first-contact resolution.
I excel at incident resolution, user training, SOP and policy development, and escalation management, and I have delivered measurable efficiency gains (for example, reducing workstation deployment time by 20%). I hold CompTIA Security+ and have experience ensuring HIPAA and federal compliance while collaborating with cross-functional teams to implement upgrades, automation, and system improvements.
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, maintaining 99%+ uptime and improving first-contact resolution through knowledge base articles and user training.
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, reducing workstation deployment time by 20% and managing Active Directory, VPN, SCCM, and Microsoft 365.
Technical Support Engineer I
DHA GSC (DoD Contractor)
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 across military healthcare facilities.
Systems Support Specialist II
HCL / USAA
Jan 2013 - Feb 2017 (4 years 1 month)
Provided technical support for enterprise and remote users, managing Active Directory, VPN/VDI connectivity, hardware repair, and documentation to maintain operational efficiency.
Education
Degrees, certifications, and relevant coursework
Oliver Wendell Holmes High School
High School Diploma, IT & General Sciences
Completed high school coursework with emphasis in IT and general sciences.
Northwest Vista College
Some College (No Degree), IT & General Sciences
Attended college coursework in IT and general sciences (no degree completed).
COCompTIA
CompTIA Security+, Information Security
Obtained CompTIA Security+ certification demonstrating knowledge of foundational security concepts.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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