Security · Cloud · Automation
Systems thinker.
Human-first execution.
I work at the intersection of security operations, cloud infrastructure, and customer-facing systems — building things that are not just secure, but actually work for the people using them.
What I bring
Security operations
SIEM engineering, KQL analytics, MITRE ATT&CK mapping, and incident response — built and tested in real lab environments.
Automation & tooling
From AI chatbots to webhook routing to CI/CD pipelines — I look for the pattern behind the problem and automate it.
Support engineering
Technical problem-solving paired with clear communication. Led teams, owned escalations, and shipped SOPs that stick.
Experience
Senior Customer Support Engineer
Senior-level escalation ownership and multi-system technical investigations — documenting root causes and reducing resolution time on recurring issues. Authored 10+ internal KB articles. Embedded in the product feedback loop, translating support patterns into structured feature requests that influenced roadmap decisions. Identified an operational gap through ticket analysis, built the case for a dedicated hire, and saw it through to completion.
Student Support Lead
Solo-built a Zapier invoice automation in under 2 weeks — reduced manual finance touchpoints ~80%. Scoped and designed an internal support panel that eliminated 200+ monthly admin requests to engineering. Configured Zendesk AI widget to auto-route 30–40% of inbound volume. Managed enterprise onboarding for government, military, MSPs, and firms including Deloitte. Resolved 95%+ of Stripe billing disputes without escalation. Built KPI dashboards presented to senior leadership.
Student Support Specialist
Resolved 2,000+ tickets with a 90-minute first response time and >90% CSAT. Built the company support help centre from scratch in HTML/CSS — 50+ articles, 100–300 monthly searches, meaningfully reduced inbound volume. Built API-integrated automation tools to improve ticket lifecycle tracking. Supported enterprise clients across cybersecurity MSPs, government bodies, and educational institutions.
Projects
Full-stack AI-powered dashboard built to manage a 94-article rebrand across two Zendesk help centres — production, not a demo. Agentic Claude API layer with tool-use: the agent queries a live article database, fetches Zendesk content, updates article status, and searches project notes across multiple tool-call rounds. Serverless backend on Netlify handling Claude API, Zendesk API, and Supabase reads/writes.
Contributed to the prompt engineering layer of Retraflow's two-stage LLM pipeline — a production AI customer support system deployed live on Iceline Hosting. Worked on Haiku-based validation prompts for jailbreak detection, escalation routing, and query reformulation. Tested and iterated across the full pipeline under real production constraints: token budgets, JSON output stability, confidence thresholds, and model tiering trade-offs.
Built a fully configured Azure Sentinel environment with MITRE ATT&CK mapping, NIST frameworks, and custom KQL analytics rules. Deployed honeypot infrastructure to generate realistic attack telemetry and fine-tune detection logic.
Deployed this site using S3 static hosting, CI/CD with AWS CodePipeline, and Cloudflare for DNS and performance. Documented the full architecture and deployment process on Medium.
End-to-end vulnerability analysis and penetration testing, identifying exploitable risks and delivering structured mitigation recommendations.
Certifications
Skills
AI & LLM
Automation & Integrations
Dev
Cloud & Security
Featured & writing
Security Blue Team — Faces of SBT
Featured as Student Support Lead, sharing my experience growing into a leadership role at a cybersecurity training platform.
read the feature →Cloud Resume Challenge — Technical write-up
Full walkthrough of deploying a CV site on AWS using S3, CodePipeline, and Cloudflare for DNS and performance.
read on Medium →Contact
Open to new opportunities across security, cloud, and technical operations. Reach out directly.