Ideas from the work

Writing.

Notes on practical AI, support engineering, automation, and the lessons that come from building things with people.

AI & support

How AI is transforming technical support

From ticket triage to predictive maintenance: a seven-year view of how AI is changing the work of support engineering.

15 Mar 20268 min read

Automation

What 397 deployments taught me about building small, useful AI tools that teams actually adopt.

03 Feb 202612 min read

Career notes

A practical career framework for growing from hands-on support into AI and automation work.

22 Jan 202610 min read

More notes are taking shape.