Real words, or none.
Every sphere here is reserved for a signed quote from someone who was in the room. None will be invented.
AI strategy · Automation · Support transformation
I turn support complexity into AI that performs.
Built from 28+ years inside technology operations, I design and deploy AI systems that automate workflows, guide teams, resolve customer problems, and deliver measurable business impact at scale.
Career
The order he learned it in.
Nothing here started with AI. It started with a room of people who had never used a computer, and it moved through governance under aviation regulators, sole ownership of a product, and years on a security support queue before an agent was ever scoped. The instincts are decades old. Only the vocabulary changed.
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Computer Instructor & Technical Support Specialist
Future Informática São Paulo, Brazil
Taught people who had never touched a computer, then repaired the machines when they broke. Homes and small businesses, no abstraction layer between the work and the person paying for it. Every role since is that job at larger scale.
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IT Supervisor (IT Office Manager)
EJ Escola de Aeronáutica / Flight Training Center São Paulo, Brazil
Ran IT for a regulated aviation-training organization: federated governance, multi-year delivery through Scrum, Kanban and SAFe, and the procurement lifecycle for flight simulators. Internal audit, enterprise risk management, SoX controls and civil-aviation compliance all wanted evidence. He produced it.
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IT Consultant / E-Learning Platform Manager
Independent · Clear Sky Aviation English São Paulo, Brazil (remote)
Sole product and technology owner of Clear Sky Aviation English, concept to production: discovery, implementation, vendors, reliability, cost.
- Clear Sky Aviation EnglishAviation-English e-learning taken from first conversation to running service.
- Germinar RH · OBPIDigital workflow for the psychological assessments used in commercial-pilot evaluation.
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Technical Support Specialist
Kaseya Orlando, Florida
Advanced support for Datto EDR, Datto AV and RocketCyber: deployments, alerting, endpoint protection and RMM integration failures for MSP partners. The queue itself, worked ticket by ticket. Promoted into support leadership within 16 months.
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Manager, Security Technical Support
Kaseya Orlando, Florida
Led security technical support for Datto EDR/AV across enterprise and MSP environments worldwide. Coached L2/L3 specialists, took the senior escalation seat on high-impact situations, and owned major incident response and root-cause analysis end to end with product and engineering.
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Manager of Artificial Intelligence
Kaseya Orlando, Florida
Owns agentic AI across global support and billing operations, discovery through evaluation. Shipped the virtual agents that reached 32% ticket deflection, built the MCP integrations that read their conversations, and wrote the security and compliance case behind the rollout.
Words
No testimonials yet, and none invented.
This site is self-attested today. The work is verifiable through the people who were in the room, but the quotes are not written, and putting words in someone’s mouth would cost more credibility than it buys. Every sphere below is reserved for a signed quote. The whole page
Beyond the work
Aviation taught the method before support did.
Nearly a decade inside a flight-training organization leaves 3 habits behind. Each one shows up in how the AI work gets run.
Checklists beat memory
Aviation does not trust recall under pressure, and neither should an AI rollout. Guardrails are written down before go-live because a competent operator remembering the edge case is not a control.
Simulators before passengers
A simulator exists so failure costs nothing. Evaluation sets do the same job for agents: break the workflow in a room where no customer is watching, then decide what ships.
Every incident gets a report
Aviation improved by investigating what went wrong and publishing it. Root-cause analysis is that habit with worse paperwork, and the pattern across incidents is always worth more than the story of any one of them.