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[Software Engineer / Business Systems]

Software for real operations.

I turn complex customer operations into software teams can use, trust, and ship—across AI-assisted workflows, enterprise integrations, automation, and analytics.

See the workLinkedIn

[01 / SYSTEM INDEX]

Three ways I turn complexity into software.

Different surfaces, same goal: clearer decisions, safer automation, and reproducible delivery.

[ROOT]
Engineering × Business Systems

Complex operations translated into bounded, testable software.

01Applied AIAI Customer Operations[active]02Salesforce EngineeringSalesforce Service Lab[active]03Analytics & SystemsCX Analytics Lab[planned]
[SHARED SUBSTRATE]
Travel Ops / portfolio-servicesAPIs / deterministic policy / synthetic fixtures / operational truth

[02 / SELECTED WORK]

Systems with proof.

Start with the operational outcome. Open the case study for implementation evidence and architecture.

AI-OPS[ACTIVE]

Applied AI

AI Customer Operations

Turns high-friction service requests into guided actions without giving the model unchecked control.

View case study
Business outcome

One workflow brings booking context, recovery choices, and compensation guidance together.

Verified proof
7/7 foundation + 6/6 security/failure eval scenarios; agent-turn evals remain zero-mutation.
My role
Architecture / backend / agent design / frontend demo / evals / CI
SF-SVC[ACTIVE]

Salesforce Engineering

Salesforce Service Lab

Brings operational decision support into the service workspace without duplicating the source of truth.

View case study
Business outcome

Agents can inspect booking context, recovery options, and compensation guidance without leaving the Case workflow.

Verified proof
Resolution Workbench deployed on the active Case record page.
My role
Architecture / Apex / LWC / CI-CD / security
CX-DATA[PLANNED]

Analytics & Systems

CX Analytics Lab

Designed to replace one-off reporting with metrics that can be traced back to a reproducible event model.

View case study
Target outcome

Target: consistent definitions for FRT, CSAT, handling time, Cases, and Messaging.

Verified proof
Scope defined for Cases, Messaging, events, agents, CSAT, FRT, and handling time.
My role
Data model / pipeline / quality / operational analytics

[03 / HOW I WORK]

Operation → Build → Proof

    01

    Start with the operation

    Map the workflow, ownership, risk, and decision points before choosing the implementation.

    02

    Build the shortest reliable path

    Connect the systems that matter, automate bounded work, and keep human authority explicit.

    03

    Ship proof with the feature

    Tests, CI/CD, evals, diagnostics, and runtime evidence travel with the implementation.

[04 / ABOUT]

Engineering with operational context.

My path runs from customer operations and analytics into digital transformation, platform engineering, and applied AI. I design with the people, workflows, and failure modes around the software in mind.

The result is software that connects business context with implementation detail instead of treating them as separate disciplines.

[05 / EXTERNAL SIGNAL]

Profiles & credentials

PROFILELinkedInCREDENTIALSCredlyLEARNINGGoogle Skills