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Professional Work

Enterprise apps and support operations.

Selected work across application migration, security visibility, service management, automation, and practical AI.

35,000+Users Supported
20,000+Course Sites Migrated
60+Applications / Integrations
52%SLA Violation Reduction
App Migration

Blackboard to Canvas LMS Migration

Migration support for a large institutional move from Blackboard to Canvas.

CanvasBlackboardLTI IntegrationsVendor Coordination
Role
Systems Administrator and support workflow manager
Scale
35,000+ users, 20,000+ courses, 60+ supported third-party integrations
Timeline
18-month Blackboard to Canvas migration
Focus
Configuration, integrations, vendor coordination, governance, documentation
AI Operations

Box AI Tier 1 Ticket Triage Tool

Designed to help Tier 1 employees route support tickets to the right team the first time as part of broader service management improvement work.

Box AITier 1 SupportTicket RoutingKnowledge Work
Ticket intakeBox AI triageSuggested teamTier 1 reviewRouted ticket
Context
Tier 1 employees route unfamiliar tickets across multiple support teams
Role
Helped shape the workflow, use case, and conference presentation
Focus
Tier 1 triage, task routing, responsible AI adoption, support documentation, and service quality
Outcome
Translated Box AI capabilities into a practical routing tool for front-line support staff
Service Management

ITSM Process Improvement

Help desk management and support process work built around TeamDynamix.

TeamDynamixITSMDashboardsKnowledge Base
Impact
Reduced SLA violations by 52% year over year
Team
Helped grow and manage a support team from 6 to 12
Knowledge
Developed internal onboarding and ongoing support manual
Focus
Escalation workflow realignment, queue management, TDX dashboards
Security Visibility

Canvas Security Review

Created daily audit-review workflows using Splunk searches and Canvas logs to monitor masquerade activity and delegated admin actions.

Canvas APISplunkDaily AlertsAudit Review
Canvas logsSplunk searchDaily alertAdmin reviewAudit trail
Context
16 colleges/schools with delegated enterprise app admins
Scale
Custom Canvas admin roles across college/school subaccounts; 60+ integrations
Challenge
Monitoring admin masquerade activity across subaccounts
Focus
Operational audit visibility for Canvas masquerade activity and delegated admin actions
Workflow Automation

Scripting and Canvas API Work

Practical automation work for enterprise application support, reporting, and operational cleanup.

Canvas APIPythonSQLSplunk
Context
Canvas administration, recurring support workflows, reports, SQL, and operational data review
Approach
Use AI-assisted drafting for scripts and queries, then review, test, and adapt the output carefully
Focus
Canvas API workflows, repeatable support tasks, SQL review, Splunk searches, and documentation