▸ Identified an underdeveloped internal tool and transformed it into a platform with 800K+ monthly sessions — authored the RFC, architected the solution, and drove it from vision through completion. Teams can now debug issues that were previously unsolvable.
▸ Architected an automated support routing system that saves 250 operational days per month — posts reach the correct engineering team at submission time, eliminating manual triage, preventing posts from being buried and never seen, and freeing engineers from getting dragged into issues they don't own.
▸ Designed and built structured intake forms with wiki deflection and self-help capabilities — 90-95% adoption driven by UX, not enforcement.
▸ Re-engineered telemetry infrastructure by unifying previously incompatible systems into a shared data pipeline with real-time dashboards — giving both engineering and support teams a single source of truth for data-informed roadmap decisions.
▸ Currently leading the design of a next-generation support platform integrating AI agents — intelligent routing, known-problem deflection, and AI-assisted debugging to help teams isolate, root-cause, and collaboratively resolve issues faster.