Project: “watsonx – IBM AI Digital Worker for IT Ops” - Jan 2023 - Current

• Launched one of the IBM’s first Generative AI digital worker to augment 50 FTE help desk to support 50K IBM agents.

• Reduced issue-to-incident submission time from 25 min to 5 min bringing estimated savings of $3.3M for commercial contracts.

• Reduced 30% tickets on access management, incident status, vpn tunnel status via api integration with Slack, ServiceNow, Palo Alto SASE, IBM w3id & IBM Enterprise Directory.

• Addressed 70% request for informational tickets via Watsonx Assistant using AI framework retrieval-augmented generation (RAG) to ground IBM Granite LLM, offering accurate, contextual, and up-to-date conversational answers based on documents and knowledge base within enterprise intranet.

Project: Support Strategy, Delivery Network       - Jan 2023 - Dec 2023

• Managed & delivered the operational support model collaborating with 4 IBM business units within 6 months.

• Articulated business requirements into actionable SLA for network engineering teams to accept & adopt.

• Delivered “DoU (document of understanding)” agreed between 4 business units, covering - terms of service, ServiceNow & PagerDuty policies, vendor escalation matrix & defined RACI, transitioning L2+ support from architecture teams to DevSecOps - IBM internal support organization within 4 months.

Project: Support Strategy, Delivery Network       - Jan 2022 - Dec 2023

• Delivered first working PoC and presented a demo within 30 days for new network service offering for commercial customers based on Palo Alto Managed Security Service Providers.

• Articulated business requirements document for functional & non-functional requirements and managed relationship with vendor product management team for service specific API creation for IBM.

• Lead the project for Palo Alto to create GPRA vpn client for RedHat 8.9, specific to IBM needs.

• Delivered 1st MVP in 90 days with 70% automation using ServiceNow IT Orchestration scoped application.

Project: IT Automation, Partner Boarding       - Apr 2020 - Dec 2023

After joining IBM in April of 2020, worked on automating the isolated “Partner Connect” network to replace it with Next Generation Network Automation – using Palo Alto Prisma Access. Under this project, collaborated with product teams across Palo Alto Networks, IBM Service Now, IBM Identity & IBM Enterprise Directory for cross platform API integration. This product is currently being used by IBM Sales, Software, Systems, CIO, Mergers & Acquisition and Finance &Operations.

Presented live demonstrations to executive team. Released first production version in 11 months, integrating Palo Alto Networks, IBM Service Now, w3id & IBM Enterprise Directory, reducing vendor boarding time from 6 months to 8 hours.

Presented case study at Palo Alto Ignite 2022 and collaborated with IBM Sales to present service offering to commercial customers.