Turning complexity into customer outcomes.
I help complex teams turn workflow ambiguity, platform constraints, and customer escalations into reliable delivery plans, adoption paths, and measurable outcomes.
I like the part of the work where the room is messy, the stakes are real, and the answer has to be both technical and trusted.
The patterns people tend to rely on me for.
Calm in messy customer moments
Translating technical depth for non-technical rooms
Turning platform constraints into practical next steps
How I work
The pattern I use when the problem is messy, visible, and customer-facing.
start with the messy truth
Clarify the system
Map workflows, constraints, ownership, and adoption blockers before proposing a path forward.
steady the room
Stabilize the path forward
Turn ambiguity, pressure, and executive attention into trusted recovery plans with clear next steps.
make it supportable
Design for production
Favor maintainable architecture, measurable outcomes, and handoffs that support teams can own.
Career field notes
A few moments that shaped how I work, not a full resume replay.
Senior Technical Consultant - AI & Enterprise Transformation @ ServiceNow
learned to make delivery real
Work across HR, Workplace, Legal, ITSM, and Now Assist programs where technical decisions need to survive real customer environments.
Senior Technical Support Engineer @ ServiceNow
learned to steady the hardest cases
Owned high-stakes platform escalations from triage to resolution, combining scripting depth, RCA discipline, and customer-facing communication.
Executive escalation recovery
learned to translate pressure into plans
Helped recover high-visibility customer moments by making ownership, risk, and next actions visible.
Strategic sales and delivery readiness
learned to connect strategy to readiness
Partnered with account teams on technical strategy and shaped delivery paths for high-value customer decisions.
Workflow launches with real-world deadlines
learned adoption has an operations clock
Delivered Workplace and Asset Management rollout in four months and HR onboarding automation in two months, supporting return-to-office and 10,000+ employee processing.
RCA leadership and mentoring
learned that clarity travels
Earned a Technical Spot Award for root-cause analysis, escalation support, and mentoring during high-pressure customer moments.
AI Builder Fundamentals & AI labs
learning where AI becomes useful
Explored AI Builder patterns through the lens of reducing operational effort and improving workflow adoption.
Platform knowledge sharing
learned to teach what I build
Authored a ServiceNow community article on Workplace Services Kiosk that reached 10,000+ readers across the platform ecosystem.
Certified Technical Architect
kept choosing the harder path
Completed the architect path after growing through implementation, support, escalation, and customer advisory roles.
Platform certification breadth
built breadth before advice
Completed CAD, CIS-ITSM, CIS-HR, and ITIL 4 Foundation to strengthen product, process, and advisory range.
Master's in Software Engineering
built the software foundation
Built the software foundation that continues to shape how I reason about systems, tradeoffs, and reliability.
I recharge through travel, photography, and notes from life beyond the delivery room.