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    Writing

    Publications

    Research and writing on support engineering, customer reliability, and building effective technical support organizations.

    2025

    1. Future-Proofing Support Engineering: AI, Proactive Support And A Human TouchForbes Tech Council
    2. Data Engineering: Transforming The Backbone Of Modern Data SolutionsForbes Tech Council
    3. AI-Powered Customer Service: A New EraForbes Tech Council

    2024

    1. Beyond Keyword Search: AI-Driven Log Intelligence for Proactive Support & Engineering AlertsSSRN
    2. AI-Powered Troubleshooting Co-pilots: Slash Resolution Time and Boost CSATInternational Journal of Scientific Research in Computer Science, Engineering and Information Technology
    3. Key Security Considerations For Real-Time PaymentsForbes Tech Council
    4. The Evolution Of AI In Support EngineeringForbes Tech Council
    5. Support Engineering In The Age Of Cloud Computing: Navigating Challenges And Embracing OpportunitiesForbes Tech Council
    6. Proactive Vs. Reactive Support: Shifting Your Focus For Customer Satisfaction In A Tech-Driven WorldForbes Tech Council
    7. From Frustration To First Fix: How Data And Log Searches Empower Support HeroesForbes Tech Council
    8. The Unified Support-Engineering Flywheel: Data, AI and Shared Metrics to Maximize CSATResearchGate