IT SERVICE DESK LEADERSHIP & SYSTEMS OPERATIONS

Enterprise IT Support.
Resilient Infrastructure.

IT Service Desk Team Lead and Infrastructure Specialist with 8+ years of experience driving high-priority incident resolution, endpoint engineering, custom software tooling, and cross-platform support for major healthcare, financial, and technology enterprises.

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8+ Years

Enterprise IT & Infrastructure Support

Tier I–III

Escalation Leadership & Analyst Training

100+ / wk

Clinical OS & Endpoint Deployments

Zero Trust

Docker, Local AI & Mesh Orchestration

// 01. Career Track

Enterprise Experience

RUSH University Medical Center

Healthcare Enterprise IT Operations via TEKsystems

APR 2025 — PRESENT

Service Desk Team Lead Nov 2025 — Present

Lead Tier 1 and Tier 2 support operations by auditing recurring technical bottlenecks and re-engineering team workflows.
Serve as point of escalation for critical, high-priority healthcare infrastructure incidents across RUSH University Medical Center.
Train Tier 1 and Tier 2 analysts on enterprise tooling, including Local Admin Password Solution (LAPS), Active Directory, Netskope, and TeamViewer.
Manage real-time queue health and analyst adherence using InContact to maximize team availability and response times.

Tier II Service Desk Analyst Sep 2025 — Nov 2025

Spearheaded the enterprise migration from Citrix Secure Access to Netskope VPN for remote healthcare staff, training a dedicated fulfillment team to handle ongoing cutovers.
Performed advanced remote remediation via Command Prompt and Registry Editor to resolve complex OS and application failures.
Audited Tier 1 ticket documentation for technical accuracy prior to routing to specialized infrastructure engineering queues.

Service Desk Analyst Apr 2025 — Sep 2025

Initialized and deployed Windows 11 upgrades and critical clinical dependencies to 100+ RUSH employees—including doctors and nurses—weekly.
Remotely serviced 30+ hospital and university workstations daily via ServiceNow, deploying mission-critical software packages to 20+ endpoints per day.
Evaluated and prioritized high-volume phone, email, and chat incidents spanning hardware, networking, and clinical software.

Contact Center Tech Representative

Ellucian

JUN 2023 — JAN 2025

Acted as the primary technical point of contact supporting the institutional help desks of 100+ higher education universities and colleges.
Administered Apple macOS and iOS endpoints for faculty and students utilizing JAMF Mobile Device Management (MDM).
Resolved multi-channel inquiries covering enterprise networking, hardware, SIS/ERP access, and Learning Management Software (LMS).
Conducted quality assurance audits on recorded support interactions against strict service-level rubrics.

Google Support Specialist

Google

MAR 2022 — JUN 2023

Delivered Tier 1, Tier 2, and Tier 3 technical support across Linux, macOS, and Windows environments for internal Google staff and external clients.
Utilized proprietary Google diagnostic tooling to troubleshoot software deployments, virtual desktops, and first-time hardware provisioning.
Resolved and routed high-volume ticket backlogs with zero-error precision while managing appointment workflows via Timely.
Executed webpage content moderation and remote hardware administration for internal and external stakeholders.

Help Desk Analyst

PNC Financial Services

AUG 2021 — FEB 2022

Managed and resolved 50+ daily technical incidents via ServiceNow and Avaya across Windows, Linux, and macOS endpoints.
Administered identity and access management (IAM) troubleshooting, including Okta, PingID MFA, and enterprise VPN connectivity.
Diagnosed and resolved Workday ERP access, maintenance, and case management issues for internal personnel and clients.
Improved internal VoIP reliability by identifying software bugs, authoring technical fixes, and standardizing support documentation.

Google Migration Technician

Mechdyne Corporation (supporting Hackensack Meridian Health)

FEB 2021 — AUG 2021

Guided clinical and hospital staff at Hackensack Meridian Health through the enterprise migration from Microsoft Office to Google Workspace.
Spearheaded a ticket-submission workflow optimization initiative that increased overall support queue efficiency by 21%.
Enforced comprehensive root-cause documentation standards prior to ticket closure across all clinical migration inquiries.

Helpdesk Support Specialist

University of Maryland Medical System (UMMS)

NOV 2020 — FEB 2021

Provided rapid remote technical assistance to medical personnel, guiding clinical staff through time-sensitive workstation troubleshooting.
Authored self-service knowledge base documentation that empowered hospital staff to resolve common system issues independently.
Documented and escalated complex clinical infrastructure tickets across hospital support tiers.

Problem Management Analyst — Cloud & Infrastructure

Exelon Corporation

JAN 2018 — JAN 2019

Authored and distributed technical job aids for enterprise network monitoring platforms—Splunk and ExtraHop—adopted by 100+ employees daily.
Supported Production Control operations in alignment with NERC CIP critical infrastructure compliance standards.
Assembled, imaged, and deployed dozens of physical workstations daily while delivering multi-site desktop support across Baltimore City.

// 02. Active Software Development

Ongoing Projects

Project Porygon (PORYGON-OS)

Modular Python Desktop Assistant, Local AI Interface & Android Mesh Companion

● IN ACTIVE DEVELOPMENT

A custom-built, privacy-first desktop utility and mobile ecosystem engineered in Python (PyQt) and Android Studio. PORYGON-OS bridges local large language model (LLM) inference, natural-language offline media library indexing, and cross-device RPC synchronization over a private mesh network without relying on third-party cloud APIs.

Local LLM & Ollama Integration

Directly interfaces with local Ollama instances (running open-data models like OLMo 2 and IBM Granite) featuring automated service health checks, custom persona state toggles, and background process management.

Conversational Media Engine

Indexes 5,000+ local audio tracks across external storage arrays, enabling natural-language track search, artist shuffle routines, index-specific queue insertion, and live transport controls.

Tailscale Mobile Bridge (Port 5000)

Runs a lightweight Python HTTP bridge (`porygon_server.py`) that pairs with a custom Android APK (`PORYGON-OS Mobile`) over a private Tailscale mesh VPN for live remote status checks and media control.

// System Interface & Telemetry Previews Click any image to inspect full size

Desktop Client UI PyQt GUI • Local LLM Chat & State Toggles

PORYGON-OS Server Bridge and Audio Queueing

Mobile Bridge & Audio Indexing porygon_server.py • HTTP 200 Telemetry & Queue

Android Companion APK PORYGON-OS v1.3.7 • Tailscale Mesh Sync

Python PyQt GUI REST / HTTP Bridge Ollama Local AI OLMo 2 / IBM Granite Android Studio (APK) Tailscale Mesh VPN

// 03. Applied Systems Engineering

Self-Hosted Infrastructure & Systems Lab

Containerized Web & Media Architecture

Architect and maintain multi-container Docker environments hosting production web properties, personal documentation portals, and self-hosted Jellyfin streaming servers across isolated virtual bridge networks.

Docker Compose Nginx Alpine Jellyfin Server Linux Containers

Zero Trust Edge & Domain Routing

Secure public web deployments using Cloudflare Zero Trust tunnels to eliminate exposed local firewall ports, paired with automated edge TLS termination, CNAME routing, and custom domain email forwarding.

Cloudflare Zero Trust Reverse Proxy Custom DNS & TLS Email Routing

Remote Workstation & Storage Ops

Administer low-latency remote desktop pipelines via RustDesk alongside multi-terabyte external storage arrays and high-throughput Gigabit Ethernet mesh networking for cross-platform testing.

RustDesk Remote Storage Management Gigabit Mesh Multi-OS Lab

// 04. Core Competencies

Technical Stack

Systems & Cloud

Windows 10/11 Linux macOS / iOS Android OS Microsoft Azure Docker VMware VirtualBox PC Reimaging

Security, IAM & Network

Active Directory LAPS Netskope VPN Cisco AnyConnect Citrix Okta / PingID 2FA Splunk ExtraHop Wireshark JAMF MDM NERC CIP

ITSM, Healthcare & ERP

ServiceNow Epic EHR Microsoft 365 / Exchange SharePoint Google Workspace Workday PeopleSoft InContact Avaya VoIP

Dev & Data

Python JavaScript HTML / CSS SQL Server (SSMS) Android Studio Visual Studio Hyperion Web Services Software Debugging

// 05. Foundation

Education & Development Initiatives

Year Up / Baltimore City Community College

Cyber Security & Coding Specialist Track (2017 — 2019)

Intensive one-year technical training and corporate internship program earning 16 college credits toward a Coding Specialist Certificate. Coursework focused on TCP/IP Networking, Principles of Information Systems, Windows administration, and enterprise productivity suites.

Baltimore Polytechnic Institute

STEM High School Diploma — Baltimore, MD (2013 — 2017)

Completed specialized technical curriculum emphasizing Computer Science and Applications of Technology.

Mobile App Developer & Lead Moderator

Animal Jam Archives (2021 — 2023)

Spearheaded the technical initiative to convert a community web archive into native mobile applications, developing and maintaining the production Android app.

Enterprise IT Support. Resilient Infrastructure.