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CX Platform Developer
I build the platforms and integrations that make support operations actually work.
I build the platforms and AI tooling that make support operations actually work — custom Zendesk apps, system integrations, and increasingly, AI-powered workflows designed around what support agents actually need.
I start with the business problem. Whether that means connecting Zendesk to Slack so field teams can create tickets without a login, wiring up Power Automate to generate SharePoint folders on demand, or replacing a workflow that was drowning agents in repetitive notes — the solution fits the problem, not the other way around.
That same thinking shapes how I'm bringing AI into support ops. I'm building Vaultdesk — a self-hosted MCP server that gives AI assistants like Claude direct access to Zendesk data and workflows — and at work, contributing to AI-powered ticket analysis tooling that surfaces response recommendations to agents per ticket.
Also expanding into Jira Forge and studying prompt engineering, RAG, and LLM workflows through Anthropic Academy.
A Bring Your Own Cloud MCP server for Zendesk — connecting AI assistants like Claude directly to your Zendesk instance through the Model Context Protocol. Built to give support teams a secure, self-hosted path to AI-powered ticket management, Vaultdesk puts your data in your own infrastructure while enabling natural language access to tickets, users, and workflows. Currently in beta.
Built a Claude-powered chat widget that lets visitors ask about my experience and projects. Includes a secure Netlify Function proxy, IP-based rate limiting, conversational contact collection, and Netlify Forms integration for spam-resistant lead capture.
Building a custom sidebar app in Zendesk that surfaces AI-generated ticket analysis from a backend system, delivering custom response recommendations to agents per ticket.
Building a support portal integration that eliminates a manual, multi-step log generation process for agents — customers self-select endpoints and log URLs are automatically posted to the ticket, removing agent wait time and manual follow-up.
A multi-feature sidebar app for a 25-person support team. Surfaces ticket age in real time, generates SharePoint folders via Power Automate at a click, and provides a structured action log — replacing a pattern of repetitive templated internal notes that cluttered the ticket UI.
A production Slack app enabling Account Managers and field CSEs to create and escalate Zendesk tickets from Slack. Built the AWS Lambda function and Zendesk API integration, collaborated with the SRE team on infrastructure deployment via API Gateway and Terraform, and managed secrets through AWS Secrets Manager. Closed a real gap in how field teams handed off customer issues.
A proof of concept built with Jira Forge that automatically publishes Jira Product Discovery ideas as community posts in Zendesk — bridging the gap between where product teams collect feedback and where the customer community actually lives.
Led the migration of a B2C Zendesk instance during a company restructure — moving the entire help center and configuration from sandbox to a new standalone production environment using Salto. Now manages 3 environments for ongoing B2B configuration deployments.
Built a B2B support portal Copenhagen theme from scratch and maintained a B2C theme across two instances. Designed a multi-template article system for a large-scale knowledge base. Currently migrating the theming layer from Vue.js to React as Zendesk evolves its platform.
Two apps for a B2C support operation: an escalation request tool that streamlined how agents reached L2 and L3, and a customer account sync app that found records in an external system and mapped them to Zendesk users — eliminating manual lookup.
Zendesk platform development, support operations tooling, and system integration work.