Nov 2022 – Feb 2025 · 2 yrs 3 mos · Campbell, California, United States · Hybrid

• Description
• Worked at the intersection of product, engineering, and customer delivery to design and deploy AI-powered support systems for enterprise customers.
• Focused on translating real-world customer support workflows into AI-driven systems that could be prototyped, validated, and deployed in production environments.
• ⸻
• Key contributions
• Translated customer support workflows into AI system requirements, defining agent behaviors, data flows, and decision logic
• Led development of an AI-powered PoC integrating real-time support workflows with LLM-based reasoning
• Built and iterated on prototypes (Figma + working systems) to align stakeholders and accelerate adoption
• Worked directly with enterprise customers to refine system behavior based on real usage and feedback
• Drove successful delivery of a production-ready PoC that led to the company’s only enterprise deal of 2024
• ⸻
• How I approached the work
• Started with real customer workflows and constraints
• Broke down ambiguous problems into structured system components
• Rapidly iterated from prototype → validated solution

Oct 2020 – Feb 2022 · 1 yr 4 mos · Northville, Michigan, United States · Remote

• Led redesign of customer support workflows and systems for a SaaS video management platform, focusing on improving efficiency, scalability, and resolution quality.
• Approached support as a systems problem—identifying bottlenecks, restructuring workflows, and implementing process changes that improved performance across the entire support lifecycle.
• ⸻
• Key contributions
• Redesigned end-to-end support workflows, reducing ticket volume by 50%+ through improved first-contact resolution and better issue triaging
• Built structured processes for ticket prioritization, routing, and resolution, improving system efficiency and consistency
• Reduced customer response times from 5 days to 1 day by optimizing workflow design and operational processes
• Increased team productivity by 33% by identifying inefficiencies and implementing higher-leverage support mechanisms
• Improved onboarding and self-service workflows, reducing dependency on reactive support and improving customer outcomes
• ⸻
• How I approached the work
• Treated support as a workflow and systems design problem, not just an operational function
• Identified failure points and bottlenecks across the system
• Implemented iterative improvements to drive measurable performance gains

Aug 2018 – Oct 2020 · 2 yrs 2 mos · Sunnyvale, CA · Hybrid

• Description
• Worked at an early-stage AI video analytics startup, focusing on delivering API-driven computer vision capabilities into real-world security workflows.
• The platform exposed backend video detection and analytics through APIs, enabling customers and partners to integrate AI-powered detection into their systems and applications.
• ⸻
• Key contributions
• Designed and delivered workflow-driven solutions that integrated API-based video detection into customer environments
• Secured and executed an enterprise pilot with a major U.S. security monitoring company by aligning system capabilities with real-world operational needs
• Worked with customers to define how AI detection (e.g., motion, object recognition) fit into end-to-end security workflows
• Collaborated with product and engineering to refine API usage patterns, system behavior, and integration requirements
• Helped shape integration strategies with VMS platforms, enabling broader adoption of AI-driven video analytics
• ⸻
• How I approached the work
• Focused on how AI capabilities exposed via APIs could be embedded into existing systems and workflows
• Translated customer requirements into structured system behaviors and integration patterns
• Iterated with customers to refine both system performance and usability in production environments

Jun 2012 – Jan 2018 · 5 yrs 7 mos · San Francisco Bay Area · Hybrid

• Description
• Worked with large enterprise customers to design and deliver communication and collaboration solutions in complex environments.
• Focused on understanding customer workflows and translating them into scalable system implementations.
• ⸻
• Key contributions
• Managed complex enterprise environments (Apple, VMware, Juniper), aligning solutions with real-world operational needs
• Led solution design discussions across technical and business stakeholders
• Built and delivered customer-facing demos and solution frameworks to support adoption
• Developed deep experience working across product, engineering, and customer teams

Dec 2010 – Jun 2012 · 1 yr 6 mos · San Jose, Ca · On-site

• Cisco: Multinational corporation that designs and sells consumer electronics, networking, voice, and communications technology and services.
• Sales. Internal sales role presenting Entitlement Framework solution to Cisco business units.
• Built UI for backend services to explain capabilities (picture is worth a thousand words). Resulted in faster sales cycles and close rates.
• Offered promotion to full-time hire & asked back for further consulting opportunities.

Apr 2010 – Oct 2010 · 6 mos · San Jose, California, United States · On-site

• 2Wire: 2Wire provides products and services to the Telecom Industry such as residential gateways, multi-service media platforms, remote management systems, value-added services and customer support
• Responsible for all facets of Product Marketing for 2Wire’s Enterprise Software.
• Sales Support/Collateral included Solution Selling Framework and Presentations, Value proposition, Market Analysis & Overview, Competitive positioning presentations, Playbooks/Selling guides, FAQs, Battle cards and RFP response support. Delivered Sales and Partner training sessions.
• Marketing collateral included Customer Case Study Video Interviews and Webinars, Datasheets, Whitepapers, Cost/Benefit calculator – Hosted vs Licensed Software, and Messaging Briefs for Executives.

Aug 2008 – Feb 2010 · 1 yr 6 mos

• Sales Support: Competitive positioning presentations for Sales opportunities. RFP response support.
• Sales collateral: Vertical specific battle cards, messaging briefs for executives, selling guides, FAQs, competitive overview, business presentations.
• Customer Relationships / Outbound Marketing: Organized regional user group meeting. HIMSS conference.
• Marketing collateral: Customer case study video interview, customer case study webinar, partner webinar, healthcare datasheets, Camtasia video demos.
• Strategic Analysis: Healthcare reform Stimulus Package - Created financial and market analysis for Healthcare Reform Stimulus Package for SUN Microsystems. Developed go-to-market strategy. Healthcare Pack Product Pricing Analysis.

Aug 2006 – Mar 2008 · 1 yr 7 mos · Greater Chicago Area · Remote

• Diamond Management & Technology Consultants was acquired by PwC in 2010
• Various engagements across verticals and organizations.
• Key learnings: Project management and organizational alignment.

Jun 2005 – Aug 2005 · 2 mos

• Investigated the strategic direction of Agile Programming to Software Development projects within the firm. Prepared Technology Intelligence Report including an evaluation of Agile programming capabilities, identification of value to the firm based on types of projects, a forecast of return on investment (NPV - $365 million), and formulation of deployment strategy.
• Second study included development of a framework for determining the Return on Investment for any IT initiative. Study began with identifying all the benefits possible for any IT initiative. Based on the benefits, a framework was created for monetizing the savings associated with each benefit. Presented all findings to SETLabs researchers. Directed one engineer in secondary research for both projects.

Jan 2002 – Jan 2004 · 2 yrs

• 74% of students passed NY State Mathematics Exam, 25% above school average.
• Recipient of $1000 Kaplan All-Star Project Award from DonorsChoose.org and Kaplan Inc.

Jan 1998 – Jan 2001 · 3 yrs · Santa Clara, California, United States · On-site

• mySimon.com: Leading Internet-based product comparison-shopping service with 10M+ users, 150+ merchants, 250+ product categories, direct data feeds and millions of unique products with variable attributes
• Early employee (#11) at high-growth internet company; helped scale platform to 10M+ users prior to acquisition.
• Served as technical contributor and project lead across core product development and internal tooling.

Jan 1996 – Jan 1998 · 2 yrs

• One of only three developers on the entire software development team. Played a critical role in creating three software titles that constituted 80% of CrystalGraphics' revenue. Assisted Sales with product demos, Quality Assurance with customer support, and Business Development to customize products.

Jan 1991 – Jan 1993 · 2 yrs

• Selected to elite graduate training program for incoming college graduates. Received 12 months of practical training in 4 assignments within the Technology Development Group.