Most service desk managers manage the tools. I build them.
Five years running IT for a 13-site healthcare network, and four shipped products that came out of the gaps in it.
Over five years running IT for a 13-site healthcare network, I kept hitting the same wall: the platform could not do the thing the team actually needed. So I wrote around it — custom API integrations that cleared aged tickets and pushed real-time troubleshooting into agent workflows, automated routing that cut resolution times by 35%, data pipelines that turned ticket telemetry into staffing decisions.
Eventually I stopped working around the tools and started writing my own.
What I’ve built
- An ITSM/ITIL helpdesk application, from ticket lifecycle through workflow logic, HIPAA compliance, SLA dashboard and reporting, encryption, and team management.
- A service desk administrator copilot: analytics, note generation, notifications, and AI integration via API.
- BootShapes — a fit-advisory product with a custom recommendation engine and privacy-first architecture, 800+ users since launch on 9 July.
- Qist — a free ITSM cost dashboard for department-level chargeback/showback, SLA-linked billing, and executive reporting. Built for IT leaders who need real numbers to defend their budget, not a gut-feel guess.
What I’ve run
- A 10–12 person multi-tier service desk supporting 1,200+ endpoints across 13 sites, 4,000–5,000 tickets a month, 24/7.
- SLA compliance from 74% to 96% in three months.
- Provisioning time down 30%. Software spend down 15%.
- Migrated 500+ users from Google Workspace to Microsoft 365 three weeks early with zero downtime.
96%
SLA compliance
raised from 74%
35%
Faster resolution
mean time to resolve
13
Sites operated
healthcare network
5 yrs
Running IT ops
service desk leadership
The stack
I am a firm believer that the best IT teams prioritise clear documentation, repeatable processes, and a proactive culture. Equally comfortable presenting to a C-suite and debugging a deployment in a shell session.
Education & Certification
Graduate degree
M.S., Computer Information Systems
Grand Valley State University · 2017–2019
Undergraduate degree
B.A., Psychology
University of Michigan–Flint · 2011–2015
Certification
ITIL v4 Foundation
PeopleCert / Axelos · 2023
Certification
Google AI Professional Certificate
Google / Coursera
Beyond the desk
M.S. in Computer Information Systems, ITIL v4 certified, Google AI Professional certified. Based in Tucson and open to remote outside Tucson too.
Fluent in English and Arabic.
Before IT I taught K–12 and special education, which is a better apprenticeship for a service desk than it sounds: both jobs are mostly about explaining something clearly to someone who is already frustrated.
Open to opportunities
Currently looking for my next role: service desk leadership, IT operations, IT engineering, or anywhere the job involves both running the system and improving it. Open to a conversation either way.