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job
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'Systems Engineer'
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heart
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'AI System Builder'
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Senior Analyst at Walmart Global Tech. I run white-glove support across macOS and Windows fleets, then build the dashboards, automations, and AI-driven agents that make it effortless—equal parts operator and engineer.
< About Me />
White-glove support by day. Automations & AI by night.
With 10+ years across enterprise IT, executive support, and endpoint operations, I've gone from Help Desk to Senior Analyst at Walmart Global Tech. I've run mixed macOS & Windows fleets through Jamf and Intune, supported heads of state and senior executives, and built ServiceNow dashboards, Python automations, and AI-driven agents that take operational toil off my team's plate.
I believe the best engineers are curious ones — the kind who automate the boring stuff, break things to learn how they work, and ship side projects at 2am because the idea won't let them sleep.
The Journey
Certifications
Tools & Technologies
< Experience />
10+ years across enterprise IT & systems engineering
Senior Analyst
Walmart Global Tech
Sunnyvale, CA
Dec 2021 - Present
Frontline executive & enterprise endpoint support at scale — and the team's go-to automation/GenAI builder. I pair 100% First-Call Resolution with self-taught software engineering: designing, shipping, and running the production tools my team depends on every day.
The Story — & What's Next
Walmart is where the two halves of my career finally fused into one person. By day I hold the line on white-glove executive and enterprise endpoint support at Fortune-1 scale; by night — and increasingly by day — I build the software that makes that support disappear into the background. A FastAPI/LLM operator cockpit that triages the live ServiceNow queue 3–4× faster. Performance-Analytics dashboards fed by their own live pipelines. Power Automate flows that quietly retired the manual-Excel era. Somewhere along the way I stopped waiting for the right tool to exist and started shipping it myself. Now I'm prepping for what's next: treating AI not as a feature but as a teammate. Every agent I ship is a rehearsal for an AI-native support org — models that resolve before a human is ever paged, dashboards that explain themselves, and an operator who has spent years learning exactly which decisions are safe to hand to a machine. I'm not waiting for that future to arrive. I'm building toward it, one production agent at a time.
Highlights & Impact
- 100% First-Call Resolution vs. an 80% target on complex, cross-team cases
- Designed & shipped a production FastAPI/LLM operator cockpit (227 commits, tested) that triages & auto-resolves the live ServiceNow queue 3–4× faster
- Built ESS & TSS dashboards in ServiceNow Performance Analytics with an automated live-data pipeline (real-time MTTR / FCR / SLA / volume)
- Led the West-Coast Hackathon team to a top-100 finish — an AI assistant cutting technician search time 30–50%
- Power Automate + ServiceNow pipelines retired manual Excel pulls → ~10% MoM productivity lift
- Mixed macOS & Windows endpoint support at scale — Jamf/Intune MDM, patch & compliance, plus M365 / Teams / Zoom & conference-room AV
Tech Stack
Technical Program Manager (Contract)
Microsoft
Remote
Aug 2021 - Jan 2022
Owned the end-to-end customer-onboarding program for Microsoft’s Azure Stack HCI (hyper-converged infrastructure) — carrying enterprise customers from first engagement to production readiness, and translating technical reality into business-relevant status.
The Story
A short, high-altitude contract that stretched a different muscle. I owned the end-to-end customer-onboarding program for Microsoft's Azure Stack HCI — hyper-converged infrastructure — carrying three enterprise customers from first engagement all the way to production readiness. My job wasn't to write the code; it was to sit between the customer's world and Microsoft's engineering teams, map each customer's chosen product suite onto their real environment, and coordinate the account provisioning, storage, networking, and security it took to get them live — running weekly risk triage to keep the engineers unblocked. Learning to carry a whole program end-to-end — and to translate messy technical reality into a clean, honest status — is exactly what let me operate at Walmart's scale a few months later, this time with my hands back on the build.
Key Responsibilities
- Owned end-to-end onboarding for Azure Stack HCI — brought 3 enterprise customers to production readiness
- Bridged customer teams & internal Microsoft engineering — aligned each customer's product suite with their environment & required stack changes
- Coordinated account provisioning, connectivity, storage, networking & security per onboarding
- Ran weekly risk & “unblock the engineers” triage to milestones
Skills
Information Systems Engineer
SonicWall
Milpitas, CA
Mar 2021 - Aug 2021
Contract engagement to rescue a disorganized network estate — re-racking, re-cabling, documenting, and rebuilding routing and DHCP into a clean, supportable baseline. Scoped for six months, delivered in five.
The Story
This one was pure hands-on infrastructure, and I loved it. I was brought in to lead a full network-infrastructure cleanup — a disorganized estate that needed to become something a team could actually support. I re-racked and re-cabled the hardware, labeled and documented every router, switch, and server in GitHub so the knowledge would outlive me, then reconfigured traffic routing and bandwidth and rebuilt the DHCP scopes and leases from the ground up. Scoped as a six-month project; I delivered it in five. Turning chaos into a clean, documented, supportable baseline — and beating the timeline doing it — is the kind of end-to-end ownership that carried straight into program work at Microsoft.
Key Responsibilities
- Led a full network-infrastructure cleanup — scoped for 6 months, delivered in 5
- Re-racked & re-cabled hardware; labeled and documented every router, switch & server in GitHub for long-term maintainability
- Reconfigured traffic routing & bandwidth allocation; rebuilt DHCP scopes & leases from the ground up
Tech Stack
Lead Support Engineer
Asia Society
New York, NY
Oct 2018 - Mar 2021
White-glove technology support for a global non-profit serving heads of state, ambassadors, and cultural leaders — single point of ownership across macOS, Windows, mobile, conferencing, and AV for an exec-heavy estate.
The Story
This is where I became a builder. Handed the keys to a global non-profit's technology, I modernized it from the ground up — launched and administered Slack as the primary way people communicated, replaced legacy shared drives with Box, and standardized the whole org on Zoom with new conference rooms built for high-visibility international meetings. I stood up Lexmark badge-printing end to end: a print server, DHCP leases, the printers onto the network, tiered admin / standard / read-only access, and a Lexmark account with every employee badge registered. I even spun up Azure VMs to provision temporary vendor and intern accounts and cut hardware spend. And all of it under white-glove pressure — heads of state, ambassadors, and a five-person team I led through a one-week NYC-to-Hong Kong relocation with zero data loss. I walked in a help-desk engineer and walked out someone who modernizes an entire organization and owns the room when it matters. That instinct — engineer the friction out of how people actually work — became the through-line of everything after.
Key Responsibilities
- Modernized the org from the ground up — launched & administered Slack, replaced legacy shared drives with Box, standardized on Zoom & built out new conference rooms
- Deployed Lexmark badge-printing end to end — print server, DHCP leases & network, tiered admin/standard/read-only access, badges registered with Lexmark
- Led a 5-person team through a 1-week NYC → Hong Kong relocation with zero data loss (endpoint imaging, identity, mailbox/SharePoint cutover, networking & AV standup)
- Cut spend with Azure VMs for temporary vendor/intern accounts; managed identity, MFA & conditional access for senior staff
Tech Stack
Desktop Support Engineer
Bloom Energy
Sunnyvale, CA
Oct 2017 - Oct 2018
Direct VP / Director support on a mixed Windows / macOS fleet — intake, triage, walk-ups, and after-hours touchpoints for senior leaders.
The Story
My first real seat at the executive floor — supporting VPs, directors, and C-suite-adjacent leaders on a mixed Windows/macOS fleet. I ran end-to-end Windows administration with imaging and Group Policy, built and managed Active Directory from users to OUs to GPOs, kept the SCCM/WSUS patch cadence honest, and handled mobile lifecycle across AirWatch, Intune, and Meraki. But the detail that mattered most: this is where I wrote my first shell scripts to kill repetitive admin work — the very first version of the automation instinct I'd later carry into Python. Proving I could stay calm in front of leadership while quietly automating my own toil is exactly what earned me the lead, modernize-everything role at Asia Society.
Key Responsibilities
- Mobile device enrollment & lifecycle via Cisco Meraki MDM (iOS & Android)
- WSUS / SCCM monthly patching cadence across the managed fleet
- Exec-floor conference-room AV & meeting support for leadership reviews
Tech Stack
IT Project Manager
Compass Manufacturing Services
Fremont, CA
Aug 2017 - Oct 2017
Coordinated 10 helpdesk and 430+ install technicians across 900+ POS / server / router rollouts on tight after-hours change windows.
The Story
A short, intense sprint in orchestration. I coordinated ten helpdesk staff and more than 430 install technicians across 900+ POS, server, and router rollouts — all inside tight, after-hours change windows where slipping the schedule simply wasn't an option. Running that many moving parts against a hard clock taught me the coordination discipline — and the calm under a countdown — that everything from exec support to program management later leaned on.
Key Achievements
- Led 10 helpdesk + 430 install technicians
- Ran after-hours change windows for 900+ rollouts on schedule
- Cross-functional updates to operations, finance & field leadership
Tech Stack
Active Directory Administrator
Satellite Healthcare / WellBound
Redwood City, CA
May 2017 - Dec 2017
Owned identity for a regional healthcare network in a HIPAA-sensitive environment — Active Directory, security groups, distribution lists, and Exchange mailboxes.
The Story
Here I learned that identity is trust made technical. Owning Active Directory, security groups, and Exchange for a regional healthcare network — inside HIPAA's guardrails — meant every account change carried real compliance and confidentiality weight. There was no such thing as a throwaway permission. That discipline around identity, access, and discretion became non-negotiable muscle memory for every regulated, executive-facing environment I stepped into afterward.
Key Responsibilities
- AD user accounts, security groups & cross-site account transfers
- Exchange mailbox / public-folder administration & access reviews
- HIPAA discipline: discretion, audit trail & confidentiality
Tech Stack
Technical Product Support Specialist
Alarm.com
Remote
Sep 2016 - Aug 2017
Tier-2 product support for high-touch enterprise customers (ADT, Telular, Bell Alliance) with VIP escalation paths and tight SLAs.
The Story
Tier-2 for high-touch enterprise customers with VIP escalation paths and SLAs that didn't blink. I wrote reproducible repros for engineering, administered Salesforce, and started writing SQL to make the support data actually tell the truth — my first taste of turning customer pain into product change instead of just routing a ticket. Discovering I'd rather build the fix than pass it along — and that data could tell the story — is the same instinct that, years later, has me shipping AI tooling instead of just closing tickets.
Key Responsibilities
- ITIL incident / request management with reproducible repros & engineering escalations
- Salesforce administration; SQL stored procs & views for support-data reporting
- Translated customer pain into product fixes
Tech Stack
Junior System Administrator
Baseline Financial Services
San Jose, CA
Aug 2014 - Aug 2015
Managed VMware ESXi hosts, virtual machines, storage, and networking. Supported desktop, server, and network infrastructure installations.
The Story
Where it all started. My hands learned infrastructure from the metal up — VMware ESXi hosts, virtual machines, storage, and the networking that ties it all together. No abstractions, no shortcuts, just the fundamentals of how systems actually stand up and stay up. Everything since has been built on this foundation: you support, automate, and eventually re-imagine technology far better when you once had to rack, image, and virtualize it by hand.
Key Responsibilities
- VMware ESXi host management
- Virtual machine & storage administration
- Network infrastructure support
Tech Stack
< Projects />
Open-source personal builds & production work at Walmart Global Tech
Arky — Personal AI Companion
Personal · AI & Vision
2025 – Present
My real-world JARVIS, running on my own hardware. Arky sees through iPhone LiDAR & USB cameras, understands its surroundings in 3D, and is being trained to project solutions onto real objects and build alongside me.
Tech Stack
HireArky — AI Job Hunter
Personal · AI Agents
2025 – Present
A career-aware AI job-hunting platform. An AI coach learns your background through conversation, searches 30+ sources, and generates ATS-optimized resumes & cover letters for every application.
Tech Stack
Versus — AI Comparison Engine
Personal · Local LLM
2025 – Present
A local-first, AI-powered comparison engine that analyzes products, services & options across the web — running fully offline via Ollama (Mistral, Llama 3.1, DeepSeek). Privacy-first, no API costs.
Tech Stack
PokeGrader — AI Card Grading
Personal · iOS + CV
2025 – Present
PSA-style Pokémon card grading powered by computer vision & AI — a native iOS app backed by a FastAPI / Python grading engine.
Tech Stack
GhostPaint — AR Paintball
Personal · AR Game
2026 – Present
A local-LAN multiplayer AR paintball game — your iPhone is the scope, your world is the arena. iPhone tactical HUD + Mac game server, no cloud, no accounts.
Tech Stack
ArkyCLI — Agentic AI Assistant
Personal · AI Assistant
2025 – Present
A conversational AI “knowledge oracle” with auto-learning memory, a “dream” memory-consolidation scheduler, dual-brain routing, and live data integrations.
Tech Stack
LLM Operator Cockpit
Walmart Global Tech
2026
A production FastAPI/LLM cockpit that scores the live ServiceNow queue and auto-resolves tickets 3–4× faster — 227 commits, tested, running daily for the team.
Tech Stack
wally-folio — AI Work Portfolio
Walmart Global Tech
2025 – Present
My AI-powered “second brain” — documents all my work and research and turns it into a searchable, AI-analyzed portfolio. PydanticAI analysis engine with connectors (GitHub, MS Graph, Slack). FastAPI + HTMX + Tailwind, SQLAlchemy, WCAG 2.2 AA, full REST CRUD.
Tech Stack
snow-resolver — Workflow Automation
Walmart Global Tech
2025 – Present
Browser-driven (Chrome DevTools Protocol) resolvers that read a ticket queue, draft notes in your voice, preview for approval, and auto-resolve — with template learning.
Tech Stack
teams-auto-responder
Walmart Global Tech
2025 – Present
Monitors a Teams channel, detects questions, drafts answers from an LLM + knowledge base, and posts under a delegated identity — with de-dup persistence.
Tech Stack
ESS & TSS Analytics Dashboards
Walmart Global Tech
2024 – Present
Analyst-level ServiceNow Performance Analytics dashboards I designed and built — an automated live-data pipeline surfacing real-time MTTR / FCR / SLA / volume for Executive Support and the L0–L2 support teams.