# Willie Colvin

Willie Colvin is a remote worker on Himalayas, Support Center Supervisor at Encompass Health, based in United States.

Source: https://himalayas.app/@williecolvin

```text
IT Administrator at Encompass Health supporting healthcare IT operations and service-desk transformation with Genesys Cloud and Microsoft Intune.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Salary expectations | 80k+ USD |
| Job categories | IT Administrator, IT Support Supervisor, Service Desk Analyst, Systems Support Specialist, Functional Analyst |
| Skills | IT Administration, IT Service Management, Service Desk Operations, Incident Management, IAM, Account Provisioning, Employee Onboarding and Offboarding, Endpoint management, Mobile Device Management, Healthcare Compliance, Security Escalation, Knowledge Centered Service (KCS), SaaS Administration, Active Directory, Okta |

## About

```text
At Encompass Health, I supervise service-desk operations and reinforce ITIL-based service standards across healthcare IT. I support initiatives including Knowledge-Centered Service, Genesys Cloud, Genesys Copilot, and the PeopleSoft-to-Fusion HR-system transition.

Previously, I delivered service-desk and systems support at Encompass Health, APT/Protective Life, the University of Alabama at Birmingham, and Motion Industries. My work included IAM and account-lifecycle support, Microsoft Intune endpoint management, and documentation improvements for recurring software issues.
```

## Experience

### Support Center Supervisor (current)

Encompass Health. Dec 2024 - Present

```text
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.
```

Skills: ITIL, ServiceNow, Genesys-Cloud, Genesys-Copilot, Microsoft-Intune, Slack, KCS, KPI-Reporting, Quality-Assurance, Healthcare-Compliance

### Service Desk Agent I

Encompass Health. Oct 2023 - Dec 2024

```text
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.
```

Skills: ServiceNow, Cherwell, Active-Directory, Okta, Microsoft-Intune, IAM, KCS, Mobile-Device-Management, NPS, SLA

### Help Desk Analyst

APT/Protective Life. Feb 2023 - Oct 2023

```text
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.
```

Skills: SLA, Documentation, Troubleshooting, Technical-Support

### Functional Analyst

University of Alabama at Birmingham. Oct 2022 - Jan 2023

```text
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.
```

Skills: IAM, Onboarding, Offboarding, Lifecycle, Service-Requests, Process-Improvement

### Systems Support Specialist

Motion Industries. Feb 2022 - Jul 2022

```text
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.
```

Skills: Microsoft-Intune, Google-Workspace, WAN, Routers, Switche, Firewalls, Security, Endpoint-management

## Education

### Western Governors University

Bachelor of Science, Cloud & Network Engineering

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

## Tech stack

- Slack
- Okta
- Jira
- Google Workspace
- ServiceNow
- Microsoft Intune

To contact Willie, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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