IT Helpdesk & Desktop Support Specialist with 16 Years Experience

WILLARD HOLLOWAY

Phone: 279-***-**** Email: ************@*****.***

PROFESSIONAL SUMMARY

IT Support Specialist with 10+ years of experience providing Tier 1 and Tier 2 helpdesk services in healthcare and corporate environments. Expert in troubleshooting Windows 10/11, Microsoft 365, Active Directory, Azure, and hardware/software issues. Strong background in account administration, system imaging, deployments, and end-user training. Proven ability to resolve technical issues quickly, improve user satisfaction, and support enterprise migrations.

CERTIFICATIONS

CompTIA A+

CompTIA Network+

Microsoft Certified Professional – Windows 10

Microsoft Certified Technology Specialist – Windows 11

CORE COMPETENCIES

Helpdesk / End-User Support (Tier 1 & 2)

Windows 10/11, Microsoft 365, Teams, Outlook

Active Directory, Azure, Exchange Administration

PC Imaging, Deployment, and Refresh Projects

Printer/Scanner/VOIP Configuration & Support

Ticketing Systems, Remote Support Tools (LogMeIn, Salesforce)

Network Troubleshooting, Security Auditing, Preventive Maintenance

PROFESSIONAL EXPERIENCE

Information Technology Generalist One Community Health Center – Sacramento, CA Jul 2024 – Jul 2025

Delivered Tier 1–2 support for 200+ staff across Windows 10/11, Microsoft 365, and Ring Central environments.

Created and managed user accounts in Active Directory, Azure, and Exchange; assigned permissions and licenses.

Deployed and reimaged PCs/laptops via PXE Boot; replaced legacy desktops with new systems.

Installed and configured printers, scanners, and POS devices; provided technical support for Epic EHR system.

Information Systems Specialist Sacramento Native American Health Center – Sacramento, CA Aug 2022 – Jun 2024

Provided helpdesk support for Windows 10/11, NextGen, i2i, and Microsoft 365 applications.

Created and maintained accounts in Active Directory, LDAP, and NextGen; issued Sonitrol access cards for staff security.

Installed and configured desktops, printers, VOIP phones, and scanners; resolved hardware/software issues.

Desktop Technician (Contract) U.C. Davis Hospital – Sacramento, CA Jan 2015 – Jun 2015

Supported campus-wide migration from Lotus Notes to Office 365; assisted users with Outlook setup and troubleshooting.

Imaged and deployed workstations, installed peripherals, and resolved IT service tickets.

Helpdesk Analyst / Field Technician (Contract) JP Morgan Chase – Sacramento, CA Oct 2008 – Nov 2009

Provided remote helpdesk support for software/hardware issues and system upgrades.

Assisted with IT project rollouts, maintenance, and asset management across multiple sites.

EDUCATION

Winterstein Adult Education – September 2007

SST – 2770, Battery Avg. - 554

Asher College – September 2008 – November 2001

PC & Networking Technologies

Graduation date: November 18, 2009

GPA – 909

Four-point GPA – 3.6

Job gap between December 2009 – September 2011 was non-IT related.

Job gap between November 2001 – December 2014 was non-IT related.

Job gap between July 2015 – July 2022 was non-IT related.

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