I govern complex enterprise service portfolios where uptime, escalation discipline, and executive trust decide whether accounts renew. And I build the automation that makes that work scale.
ITIL v4 Managing Professional. Founder of a regional IoT service practice. P1 incident commander. Active AI practitioner operating a self-built production automation platform on Claude, n8n, and Python.
I am a senior enterprise customer success and IT service delivery professional who governs complex accounts at the intersection of managed services and modern technology adoption. I established a regional IoT service management practice from zero, assembled the delivery team, and embedded it into commercial strategy, then governed connected asset and managed services portfolios across a blue-chip enterprise base.
My throughline is durability under pressure: retaining multi-year engagements through acquisitions, ownership changes, and leadership turnover by way of governance discipline, proactive continual service improvement, and executive relationship depth. I carry account P&L accountability as the commercial bridge between service quality and growth, and I command the war room when a P1 puts a client's business on the line.
Alongside that, I operate a hands-on production automation stack built on n8n, the Anthropic Claude API, and a custom Python MCP server. Not a theoretical adopter. A practitioner who ships, breaks things, root-causes them, and keeps the system running.
Governance, retention, and the operational rigor that keeps enterprise portfolios healthy and growing.
Full service lifecycle ownership across Incident, Change, Problem, and CSI. SLA, OLA, and KPI oversight with RCA and problem-record accountability.
Account health monitoring, outcome-oriented QBR cadence, risk identification, and stakeholder alignment that sustains multi-year retention.
P1 and P2 war room leadership, multi-vendor bridge coordination, executive communication, and RCA-driven remediation that holds.
Founded a regional IoT service management practice from inception. Connected asset governance from pre-launch through sustained steady-state operations.
Account P&L ownership, cost-driver monitoring, FinOps discipline, and vendor contract negotiation across underpinning suppliers.
n8n workflow automation, Anthropic Claude API, Google Workspace APIs, a custom Python MCP server, and applied prompt engineering.
A sample of the engagements and decisions that defined the portfolio.
Founded a regional IoT service management practice from inception: recruited and trained a senior team, established account runbooks and escalation paths, and embedded the group into weekly cross-functional sessions spanning sales and solution architecture.
Led incident command for a complete data center network isolation affecting global hotel booking systems. Coordinated three vendor teams across time zones, restored service inside hours, and drove RCA-based redundancy improvements. The contract renewed twice.
Directed a connected-vehicle IoT platform from pre-launch through sustained production with no customer-impacting incidents, coordinating multi-party change events across four vendor partners for secure connectivity.
Anchored enterprise relationships across data center hosting, managed security, UCaaS, and network services, serving as the point of continuity through executive transitions, ownership changes, and contract renewals while sustaining multi-year retention.
Structured Quarterly Business Reviews around SLA performance and strategic value commentary, documenting client goals, risks, and escalation history as the single authoritative record for each account.
Stewarded P&L across the portfolio, coordinating cost discipline across internal delivery teams and underpinning vendors, and partnering with account executives on renewal and expansion strategy.
The clearest signal of how I work with emerging technology is a system I built and run in production, not a certificate. It began as a way to bring engineering discipline to a real, messy, high-stakes workflow, and it kept growing.
It runs on a self-managed Linux VPS I administer with root access. The operational front end is a 2FA-secured web application whose live database views drive the work, triggering SQL and n8n automations against the data on the back end. n8n orchestrates the workflows, the Anthropic Claude API handles classification, extraction, and generation, and a Postgres database is the system of record. A custom Python MCP server gives the AI persistent institutional memory across sessions, and everything is containerized behind a reverse proxy with automated TLS.
A 2FA-secured web app with live database views on top, a relational Postgres core underneath where structure and queryability matter, n8n and webhooks for automation and interoperability, and an MCP server for AI memory. Designed as a system, not ad hoc scripting.
The AI writes the code. I direct what to build, define the rules, identify the edge cases, and decide when output is acceptable. That collaboration model is itself a skill, and it is how modern teams will ship.
The system breaks. Credentials expire, runners fail silently, workflows hit edge cases. Every failure gets diagnosed, root-caused, and fixed. That is what production operation actually looks like.
Every modification to the platform is tracked as a change record against a configuration item, with risk level, impact, and rollback plan. Enterprise service governance, applied to my own stack.
Open to senior IT service delivery and customer success roles where governed enterprise portfolio management, practice leadership, and applied AI create immediate impact.