Data Support Professional

MICHAEL HILEMAN

IT Support Specialist — Healthcare & Legal

Twin Falls, ID • 714-***-**** • **********@*****.***

PROFESSIONAL SUMMARY

IT Support Specialist with 5+ years of Tier 1/2 help desk experience across healthcare and legal environments. Skilled in Active Directory, Microsoft 365, VPN troubleshooting, endpoint management, and ticketing platforms. Known for clear communication with non-technical users, accurate documentation, and strong throughput under pressure. Experienced maintaining HIPAA compliance, administering user access controls, and performing patch/security checks as part of daily IT support.

SKILLS

Hardware Skills

- Desktops & Laptops • Imaging & Reinstalls • Printers/Scanners (Multi-function devices)

- Peripherals (Audio, Video, Input Devices) • Remote Diagnostics & Endpoint Hardening

- Remote Diagnostics • Endpoint Management

Software Skills

- Windows 10/11 • macOS • Linux Administration

- Active Directory • Microsoft 365 Administration • Exchange/Outlook • Powershell

- VPN Solutions (Cisco AnyConnect, WatchGuard Firebox) • TCP/IP • DNS • DHCP • MFA/SSO • Remote Access & Screen-Share

- Ticketing Systems (ConnectWise, FreshDesk) • Knowledge Base Documentation (with annotated screenshots)

- Patch Management • End-User Training

People & Process Skills

- Clear communication of technical concepts • Professional Tone • Setting & Managing Expectations • Active Listening

- Process-Oriented Documentation • Team Collaboration Across Functions • Queue & SLA Management

- End-User Training & Guided Walkthroughs

EXPERIENCE

BestNotes — Technical Support Specialist (Electronic Health Records) Twin Falls, ID & Remote

Apr 2024 – Jun 2025

• Help Desk support for EHR users: account, login/MFA, configuration, & desktop issues via phone/remote access.

• Authored step-by-step Knowledge Base articles with annotated screenshots to reduce repeat tickets.

• Averaged ~80 ticket closures/week with HIPAA compliance and high user satisfaction.

IT Innovators — Help Desk Technician (Managed Service Provider) Irvine, CA & Remote

June 2020 – October 2025

• Supported law and healthcare users: AD/365, VPN, endpoints, printers/scanners, and LOB apps.

• Performed patch compliance checks and access reviews

• Ensured secure handling of sensitive data during remote sessions.

State Farm — Front Desk Assistant (Insurance) Tustin, CA

June 2020 – October 2025

• Foundational office support tasks

• Data Entry & file organization

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