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Data & AI

Frameworks, failures, and hard-won lessons from 12+ years of operational leadership. Not theory — the actual work.

AI & Automation What I Learned Implementing AI Ticket Triage Before It Was Cool

In February 2022 we deployed an AI triage model that replaced the manual classification work of 6 FTEs, saving $200K annually at 89% accuracy. Here's what the vendor deck didn't…

May 8, 2026  ·  7 min read

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BI, AI, process improvement, data governance, and shared services leadership — from 12+ years of operational experience.

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Training & Enablement Why We Rebuilt Our Support Training Into 7 Tiers Before Touching AI Before an AI model could intelligently distribute tickets, we needed to know what intelligent distribution actually meant. That required rebuilding…
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Global Ops How to Design a Follow the Sun Model That Actually Works I implemented a Follow the Sun model at Tyco/JCI across four regional centres — achieving genuine 24/7 coverage without adding…
Apr 14, 2026 Read →
M&A Integration Running the Ops Workstream in an M&A Integration In May 2019, the deal closed on a Thursday. By the following Wednesday I was running two integration workstreams for…
Mar 31, 2026 Read →
Data Governance Building a Data Dictionary That Actually Gets Used Most data dictionaries are documentation projects that die on delivery. The failure isn't the format — it's the assumption that…
Mar 17, 2026 Read →
Process Improvement The BRD-to-Delivery Pipeline Most BA teams are busy. The question worth asking is whether the work they're producing is actually getting built. Here's…
Mar 3, 2026 Read →