Role Focus
Designing and coordinating the automation flows behind first-line technical support — modem and connectivity troubleshooting, guided diagnostics, and smart escalation.
First-line technical support is where I think automation matters most. When a customer calls because their internet is down, the difference between a 5-minute fix and a frustrating escalation usually comes down to one thing: how well the troubleshooting flow was designed. That design work is exactly what I want to own.
I've built automation systems end to end — diagnostic pipelines, decision trees, ticket routing, knowledge retrieval — and I understand both sides of the job: the technical side of building flows that actually work, and the coordination side of getting agents, engineers, and product people aligned on what the flow should do.
Step-by-step troubleshooting trees for modem, WiFi, and connectivity issues — designed so L1 agents resolve more on first contact instead of escalating.
Checks that run before the agent even picks up: line status, modem sync, signal levels, recent outages. Agent starts with answers, not questions.
When L1 can't fix it, the ticket lands at the right team with full diagnostic context attached — no repeated questions, no lost information.
Which steps resolve issues, where agents abandon the flow, which branches are dead weight. Data-driven iteration, not guessing.
The point isn't fancy technology. It's that every step an agent doesn't have to do manually is time saved on every single call — and at first-line volume, that adds up fast. Designing flows like this, testing them against real cases, and iterating on the data is the job I want to do.
I've used these to build real systems in production — a document processing pipeline, a multi-channel support platform with smart escalation, a lead qualification engine, and an operations dashboard for monitoring every running automation. The full breakdowns are on the Past Projects page, including live workflow simulations you can run.
“A good troubleshooting flow is invisible. The customer just notices their problem got fixed fast, and the agent just notices their job got easier.”
I'd be happy to walk through any of my past work in detail, or talk through how I'd approach a specific flow you're working on. Thanks for taking the time to look.
Best regards,