Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Hollis Walker

Raleigh

Summary

IT Systems Engineer with 5+ years improving IT service delivery, endpoint management, and secure onboarding for hybrid workforces. Skilled in Microsoft 365/AD, Jamf/Kandji, ServiceNow, and compliance (HITRUST). Proven track record supporting 300+ users, reducing onboarding time, and delivering executive/VIP support. AWS Cloud Practitioner and Azure Fundamentals certified.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Systems Engineer L2

Optum
06.2023 - Current
  • Provide remote and onsite support for 300+ providers; resolve Windows/macOS/iOS/Android issues with 95% SLA adherence.
  • Provision Microsoft 365/AD accounts for secure onboarding/offboarding, reducing access setup time by 20%.
  • Lead internal process improvements and training; authored SOPs and KBs improving onboarding efficiency.
  • Assist with CVS risk assessments and HITRUST audits, ensuring compliance readiness across endpoints.
  • Deliver VIP/exec support and conference A/V (Zoom/Teams) for high-priority meetings and events.

Systems Administrator

Leadr
11.2022 - 05.2023
  • Sole IT support for 70+ users in a Mac-first SaaS startup; resolved 30+ tickets weekly with high satisfaction.
  • Administered Kandji MDM for Apple fleet deployment and compliance; reduced onboarding time by 25%.
  • Built technical documentation and training resources, cutting recurring support requests by 15%.

Technical Expert

Apple
09.2018 - 08.2022
  • Diagnosed and resolved complex macOS/iOS/iPadOS issues in high-volume retail/enterprise environments.
  • Delivered VIP-level support for executives and business clients; ensured seamless continuity of service.
  • Trained and mentored new hires on technical workflows and customer engagement best practices.

Education

B.S. - Pastoral Ministry

Alliance University
01.2018

Skills

  • Windows & macOS Administration
  • Microsoft 365 & Active Directory
  • MDM: Jamf, Kandji
  • ServiceNow & Jira
  • Endpoint Security & Compliance (HITRUST)
  • Zoom/Teams A/V & VIP Support
  • Networking: DNS, DHCP, VPN, TCP/IP
  • Asset Lifecycle & Imaging
  • SaaS: Google Workspace
  • Cloud: AWS & Azure

Certification

  • AWS Certified Cloud Practitioner
  • Microsoft Azure Fundamentals (AZ-900)
  • Jamf Certified Associate (200)
  • Apple Certified Macintosh Technician

References

References available upon request.

Timeline

Systems Engineer L2

Optum
06.2023 - Current

Systems Administrator

Leadr
11.2022 - 05.2023

Technical Expert

Apple
09.2018 - 08.2022

B.S. - Pastoral Ministry

Alliance University

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Hollis Walker