Open to opportunities

Michael Hileman

@michaelhileman

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IT support professional delivering Tier 1/2 desktop, identity, and VPN troubleshooting in healthcare environments.

United States

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What I'm looking for

I’m looking for remote or on-site IT support where I can own Tier 1/2 desktop and identity access issues, troubleshoot VPN and endpoint connectivity, communicate clearly with users, and work in a regulated, documentation-driven environment.

I’m an IT support professional with 5+ years of experience providing remote and in-person desktop support across MSP, healthcare, and application support environments. I specialize in user access management, Active Directory and Microsoft 365 support, Windows endpoint troubleshooting, and VPN-related connectivity issues—always with clear, accountable ticket ownership.

In regulated settings, I deliver Tier 1/2 support that isolates problems across the application-to-endpoint boundary, whether issues originate in user accounts, Windows settings, browsers, Microsoft 365, devices, or connectivity. I’m comfortable owning tickets end-to-end in HIPAA/PHI environments, communicating effectively with users, and maintaining accurate documentation and case notes while resolving login, MFA, configuration, and workstation problems.

Experience

Work history, roles, and key accomplishments

Patient Access Specialist

St. Luke's Health System

Dec 2025 - Mar 2026 (3 months)

Handled sensitive patient information in a high-volume healthcare environment while maintaining accuracy and discretion across multiple hospital systems. Supported patient access processes with a focus on confidentiality and proper handling of records.

Confidentiality Healthcare Operations

Help Desk Technician (Remote)

IT Innovators

Jun 2025 - Oct 2025 (4 months)

Returned to a prior MSP employer to resolve desktop, Microsoft 365, VPN, printer, and end-user access issues across client environments. Worked ticket queues and conducted remote troubleshooting with ongoing end-user communication.

Microsoft 365 Support VPN Troubleshooting User Access Management Printer Support User Communication

Technical Support Specialist

BestNotes

Apr 2024 - May 2025 (1 year 1 month)

Delivered Tier 1/2 electronic health record (EHR) user support by phone and remote sessions, resolving login, MFA, configuration, and workstation issues impacting application access. Owned HIPAA/PHI tickets end-to-end with accurate documentation and user follow-up.

EHR Support Microsoft 365 Active Directory MFA User Access Management VPN Troubleshooting

Help Desk Technician

IT Innovators

Jun 2020 - Mar 2024 (3 years 9 months)

Provided remote and in-person desktop support for legal and healthcare users in an MSP environment, supporting Windows endpoints, Microsoft 365, Active Directory, VPN access, printers, and line-of-business applications. Diagnosed endpoint and small-office connectivity issues involving DNS/DHCP symptoms, VPN failures, and printer/network share problems.

Desktop Support Microsoft 365 Active Directory Printer Network Connectivity