Elijah Olson

Experience

• 

  The University of Kansas Health System

  Apr 2022 - Feb 2024

  🔹 IT Support Technician

  Provided enterprise-level technical support in a healthcare environment with high compliance demands. Focused on secure access, endpoint protection, and process optimization to enhance service quality and ensure system resilience.• Monitored network activity and system health while responding to user issues and escalating risks.• Executed PowerShell scripts for routine administration and system remediation.• Assisted in log analysis and documentation of IT security events for internal review.• Supported HIPAA-compliant workflows across clinical and administrative systems.• Contributed to a 20% reduction in issue resolution time through improved documentation and triage. Show less

• 

  Leidos

  Feb 2024 - now

  Lead a service desk team supporting enterprise-level IT operations with a focus on efficiency, incident management, and alignment with cybersecurity practices. Drive continuous improvement by integrating security controls into IT support processes while mentoring analysts and optimizing resolution workflows.• Manage day-to-day operations of the service desk, ensuring adherence to SLAs and effective issue escalation.• Implement secure support protocols aligned with NIST and ISO/IEC 27001 frameworks.• Coach analysts on IT and security best practices, leading to measurable improvement in team performance.• Collaborate cross-functionally to enhance business continuity, process compliance, and response capability.• Standardize documentation to support security audits, training, and service delivery quality. Show less Delivered Tier 1 technical support for mission-critical systems under an IT contract, integrating cybersecurity principles into daily support operations and helping bridge service delivery with risk mitigation strategies.• Supported endpoint protection and access control configurations to align with industry and company standards.• Contributed to threat escalation processes and vulnerability response in collaboration with the cybersecurity team.• Maintained compliance with privileged access protocols and incident tracking documentation.• Analyzed patterns in service tickets to recommend systemic improvements and reduce recurring issues.• Facilitated knowledge transfer through the creation of internal process guides and security FAQs. Show less

  • 🔹 IT Service Manager

    Nov 2024 - now

  • 🔹 IT Support Specialist

    Feb 2024 - Nov 2024