Willie Colvin

Supervise service desk and reinforce ITIL-based service standards, quality expectations, and SLA performance across healthcare IT operations. Manage incident queues, analyze ticket trends, and serve as primary escalation point for complex issues.

Delivered Tier 1 support for a remote workforce through phone, email, ServiceNow, and Cherwell, resolving issues involving devices, SaaS applications, accounts, permissions, and connectivity. Managed IAM workflows including user provisioning, password resets, and access requests.

Supported 24/7, mission-critical operations while maintaining 100% SLA compliance and resolving technical blockers affecting employee productivity. Improved documentation for recurring software issues to reduce repeat-resolution effort.

Executed employee onboarding and offboarding processes, including account-lifecycle and IAM activities that supported secure, timely access to organizational systems. Partnered with cross-functional stakeholders to resolve service requests and improve processes.

Provided Tier 1 and Tier 2 support for PCs, printers, mobile devices, and SaaS applications across a distributed business environment. Documented standard endpoint images and configuration policies, and administered mobile-device configuration through Microsoft Intune.

Pursuing a Bachelor of Science in Cloud & Network Engineering with an expected graduation in 2028.