San Francisco Bay Area
With over 10 years of experience in healthcare IT, I specialize in keeping clinical systems running smoothly so that care teams can focus on what matters most — the patient. As a Clinical Application Support Engineer at Global Medical Response, I work at the intersection of technology and emergency medicine — troubleshooting complex clinical software issues and managing system integrations that EMS teams depend on every day. I take pride in translating technical challenges into reliable solutions that support frontline clinicians in high-pressure environments. My work goes beyond fixing problems. It's about building systems and processes that hold up when lives are on the line. I'm always looking to connect with other healthcare IT professionals, innovators, and leaders who are passionate about advancing technology in clinical and emergency care settings.
Serve as a primary technical resource for enterprise clinical applications supporting EMS and emergency care operations across a large-scale healthcare organization. Key responsibilities and contributions include: • Lead deployments and change request management for critical systems across dev, staging, and production environments. • Manage server migrations and software code deployments, ensuring continuity of clinical data exchange. • Monitor application, server, and IIS performance, proactively identifying and resolving issues before they impact operations. • Maintain infrastructure security by managing TLS configurations, conducting access reviews, and disabling unauthorized accounts. • Execute CI/CD DevOps pipelines for code deployments. • Administer SQL queries and member account changes to support operations.
Provided comprehensive IT support for a municipal police department, managing end-user technology, public safety systems, and infrastructure across on-site and mobile environments. • Deployed and supported desktop computers, laptops, mobile data terminals, smartphones, and handheld radios for law enforcement personnel, including in-vehicle installations and user training. • Created and maintained desktop deployment images using SCCM and Desktop Central, streamlining provisioning across the department. • Administered a broad portfolio of public safety and enterprise systems including RMS, Vesta (911 CAD), ECW/Emergency Call Works, Evidence.com, VMware vSphere/ESXi, VMware Horizon, Mitel VoIP, Net Motion, Sophos Central, and Zonehaven. • Managed mobile device management (MDM) infrastructure via VMware AirWatch, Apple DEP, and Apple VPP • Provided help desk support via phone and remote access, triaging tickets by urgency and maintaining detailed logs in help desk software. • Developed documentation and standard operating procedures to support consistent IT operations. • Coordinated vendor relationships and supervised third-party technical projects within the department. • Contributed to budget preparation by forecasting future technology needs and submitting recommendations.
Served as the primary tier-two IT support resource for EMS field operations, managing technology infrastructure, mobile deployments, and clinical systems across a large geographic area of responsibility. • Provided hands-on support for all field-deployed technology including laptops, tablets, MDTs, phones, and telecommunications devices used by EMS Personnel in active operations. • Administered system security including access control, virus management, and patch management across a distributed fleet of endpoints. • Managed software deployments, firmware upgrades, and OS updates using SCCM and Apple Configurator, maintaining consistent and secure configurations across field devices. • Worked cross-functionally with Corporate IT, operations management, and field staff to ensure continuous system availability in a 24/7 emergency services environment. • Maintained comprehensive asset inventory and configuration documentation for all supported hardware and software. • Remained on-call evenings and weekends to respond to critical technology failures in the field. • Supported a broad EMS and enterprise technology stack including ePCR/MEDS, Tablet Command, Enroute, Codestat, Reddinet, ESChat, Everbridge, MobileIron, Citrix, ServiceNow, Kronos, and Cradlepoint AVL.
Delivered end-user IT support across a large academic medical center, servicing faculty, staff, and clinical personnel in a fast-paced, HIPAA-regulated environment. • Triaged and resolved request and incident tickets within defined SLA metrics, prioritizing by urgency, service level, and location. • Imaged, deployed, and configured desktops, laptops, and tablets for university staff across multiple departments. • Supported a broad range of software on both Mac and PC platforms including Microsoft Office, Adobe, Box, VMware, Juniper VPN, PGP, BigFix, and collaboration tools. • Procured hardware by creating quotes from vendors including Apple and Dell, ensuring compliance with university-wide minimum standards. • Coordinated on-site repairs with third-party vendors and maintained strong relationships with customers and IT staff at all levels. • Followed HIPAA-approved data destruction processes during equipment surplus and decommissioning.
Served as a Level 2 escalation point within UCSF's IT Service Desk, providing advanced support and acting as a subject matter expert for field services operations in a large academic medical center. • Received and resolved escalated tickets from Level 1 analysts, handling complex issues requiring deeper technical knowledge and cross-team coordination. • Acted as subject matter expert for IT Field Services, delivering in-service trainings on standard operating procedures and best practices to frontline analysts. • Triaged and routed issues to appropriate teams including Networking, Telemedicine, and Server Administration based on thorough requirements gathering. • Created and maintained knowledge base articles covering workflows, support procedures, and troubleshooting guides, keeping content current and actionable.
Provided frontline IT support for one of the nation's leading academic medical centers, serving a user base of over 20,000 staff, students, patients, physicians, and educators. · Handled incoming support requests via phone, email, chat, and ticket submission, delivering timely first-contact resolution. · Managed Active Directory accounts across multiple domains and organizational units in alignment with HR systems, including provisioning, disabling, unlocking, and maintaining accounts. · Delivered remote desktop support via phone and chat in a high-volume, fast-paced healthcare environment.
Founded and operated an independent computer repair and technology services business, managing all aspects of client services, technical support, and business operations. · Diagnosed and resolved hardware and software issues across a wide range of devices and operating systems from major manufacturers. · Communicated complex technical issues to clients of varying technical backgrounds, translating problems into clear, understandable terms. · Managed scheduling, work orders, engagement forms, and expense tracking across multiple concurrent client engagements. · Provided end-user training and support in person, via email, and over the phone. · Built and maintained strong relationships with customers and vendors, driving repeat business through quality service.