Projects

Development of AI patterns for ITSM designed to automate triage and knowledge enrichment, enabling analysts to pivot toward high-value tasks. This work focused on building auditable and transparent automation that supports scalable growth without compromising ITIL standards or operational integrity.

Transformation of large-scale legacy environments into Microsoft Azure architectures, prioritising modernisation over "lift-and-shift." This initiative implemented containerisation and automated deployment pipelines (CI/CD) to replace technical debt with scalable, resilient, and auditable Infrastructure as Code (IaC).

Implementation of AI patterns to bridge knowledge gaps by extracting insights from historical incident data. This project focused on improving the structure and usability of documentation, ensuring that actionable answers are readily available to analysts to drive consistent service operations.

Modernisation of traditional contact centres into AI-augmented service hubs. This project integrated voice-AI for automated call classification and intelligent routing to improve operational flow and data capture while maintaining a supportive "human-in-the-loop" framework for agents.

Development of intuitive, mobile-first digital tools for field engineers. The project focused on real-time status tracking and interactive workflow guidance to reduce cognitive load on frontline staff while ensuring compliance and reporting are captured naturally within the service flow.

Design of data engineering pipelines to ingest, transform, and unify complex ITSM datasets. This work established reliable ETL workflows that bridge the gap between raw operational logs and applied AI, providing the essential infrastructure for scalable analytics and automated decision-making.

Design of real-time reporting frameworks to drive operational visibility. This project created transparent views of workloads, service levels, and activity trends, providing service leaders with the "at-a-glance" intelligence required for informed decision-making.

Implementation of structured approaches for managing complex customer issues. This work improved consistency and fairness in resolution handling by unifying operational data, evidence, and compliance requirements into clear, auditable workflows.

A modern web platform for an automotive services business, exploring mobile-first UX and data-driven booking flows. This project integrated vehicle lookup data and AI-assisted features to improve enquiry quality, with an emphasis on performance and accessibility.

Application of AI techniques to support QA processes in field service. This project analysed job records and documentation to highlight risks and inconsistencies, emphasizing transparency and human oversight within regulatory-sensitive environments.

Modernisation of ITSM data access through vector-based retrieval. By preparing incident, problem, and knowledge records for semantic search, this project transformed fragmented datasets into highly discoverable assets for AI-assisted analysis.

A premium e-commerce platform for a dog-care lifestyle brand. The project focused on minimalist design, mobile-first responsiveness, and a smooth checkout journey, exploring modern fundamentals of order handling and content management.

Exploration of AI-assisted approaches to analysing customer feedback within ITSM contexts. The work focused on identifying nuanced sentiment and outliers for quality review while ensuring the analysis remained privacy-aware and explainable.

Development of conversational AI approaches to support IT self-service. This project focused on improving request capture quality and reducing service desk workload through intent understanding and structured handovers to human agents.