I help teams turn repetitive IT support into a system that scales.

AUTOMATION · KNOWLEDGE SYSTEMS · APPLIED AI · IDENTITY · ENDPOINTS

I’m an IT systems engineer with 6+ years across endpoint, identity, SaaS, ITSM, and applied AI. At Block, I automated onboarding for up to 200 people a week, wrote 300+ knowledge articles, and co-built a retrieval-augmented support assistant that deflected about 20% of IT tickets.

I start with the repeatable work, connect it to the right systems, and leave a clear path for the team that owns it next.

Available for: IT engagements that reduce support load, improve onboarding, or turn internal knowledge into useful AI assistance. I’m also open to full-time IT systems engineering roles. I live in Tokyo and hold a Japan Engineer / Specialist in Humanities work visa valid through 2029, with no employer sponsorship required.

Talk through a support problem Talk about a role

What changes when support work is designed to run.

I reduce the repeat work, make ownership clear, and give the team a useful next step when something breaks.

NOV 2025 – APR 2026

IT Engineer (Contract) · Raiden Resort

IWANAI, HOKKAIDO

I gave the resort company-controlled access to its domains, mailboxes, and SaaS accounts, documented recovery, and built the public site on that foundation.

RAIDEN PROJECT →

Audit: I mapped every SaaS tenant, mailbox, domain, and DNS zone, then recorded the owner and recovery path for each.Access migration: I moved admin control to company identities and put registrar and DNS records under the business.Continuity: I wrote recovery runbooks for credentials, domains, and tenants so the team had a clear way back in.Delivery: I designed and shipped the public site on that foundation.Staff enablement: I trained resort staff to use AI tools and manage the website themselves, then coached their content and SEO work as traffic reached about 10,000 views per month.

MAY 2025 – OCT 2025

Career Break · Japanese language study and travel

JAPAN

I studied Japanese and traveled throughout Japan before taking the Raiden Resort contract in Hokkaido.

JAN 2020 – APR 2025

IT Support Engineer, L4 · Endpoint & Device Management · Block, Inc.

TOKYO · NORTH AMERICA, LATAM, JAPAN, APAC, INDIA, EMEA

I built the systems that kept a global macOS, Windows, and ChromeOS fleet moving: onboarding for up to 200 hires a week, self-service documentation, and dependable support for all-hands and board meetings.

BLOCK PROJECT →

Identity & access: I managed Okta SSO, SAML integrations, SCIM provisioning, MFA, and lifecycle rules alongside Entra ID, Intune compliance policies, and Conditional Access.Onboarding automation: I automated account, group, and license setup across Okta, Entra ID, and Google Workspace for up to 200 hires a week. MDM enrollment, baseline profiles, and packages through Munki and Chocolatey followed the same path.Endpoint & asset lifecycle: I tracked the fleet in Workspace ONE and Oomnitza, checked disk encryption and patch compliance, enforced OS updates, and recovered assets securely during offboarding.Service management: I ran incident, request, and change workflows in Jira ITSM against SLA targets. I also wrote 300+ Confluence runbooks that cut inbound tickets by about 35% and reached 12,000+ self-service views a month.AI support assistant: I co-built a retrieval-augmented Slack bot and web app over the Confluence knowledge base, wrote its Slack and Jira integrations, and tuned answer quality. It deflected about 20% of IT tickets and gave the team 24/7 first-line coverage.Office launches: I opened outsourced customer-support sites in Costa Rica, Mexico City, and Tokyo through device imaging, MDM and identity enrollment, conference-room AV, and local runbooks, onboarding about 300 agents.Executive & board AV: I produced multi-room Zoom and Teams sessions for all-hands and board meetings, with hardware failover and live troubleshooting for the CEO and C-suite.On-call: I took P1 rotations covering identity, endpoint compliance, SaaS outages, and executive events, then kept stakeholders updated with structured status notes.

AUG 2019 – JAN 2020

IT Helpdesk Support · Fivestars

SAN FRANCISCO, CA

I started in IT by supporting accounts, endpoint protection, and the runbooks that gave an L1 team a shared way to solve problems.

Identity & access: I administered Google Workspace users, groups, OU policies, and security settings.Endpoint: I enrolled devices in Meraki Systems Manager and managed Druva backup and retention.Documentation: I wrote Confluence runbooks that gave L1 support a common troubleshooting path.

Support that works across teams and time zones.

I’ve worked in San Francisco and Tokyo, then supported teams across nine more countries remotely. Select a country to see the systems and support work involved.

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SELECTED COUNTRY

Japan

TOKYO · BASED · BLOCK, THEN FREELANCE

Home base, and where the rest of my career happens. I ran Tier-2 escalation, executive and board AV, the global macOS/Windows fleet, identity, and SaaS from here for everywhere else on this map. Then came freelance stabilization work, including Raiden Resort in Hokkaido.

See the role

Country coveredLived and worked hereOffice supported remotely

FOUNDATIONS

The foundation behind the work.

The work is grounded in IT operations, security, applied AI, and the habit of documenting what the next person needs.

APPLIED AI · DELIVERY + CERTIFICATION

Applied AI grounded in the work support teams already do.

I co-built a retrieval-augmented IT support assistant at Block and developed the foundation through DataCamp and Google training. I focus on support-focused LLM applications that help teams find answers and complete repeatable work; I do not present that as model training or ML infrastructure.

WHAT I STUDIED

PythonLLM APIsPrompt engineeringRetrieval-augmented generationEmbeddingsLLM chatbotsWorkflow automationResponsible AI

EDUCATION

Associate of Science (AS) · Cyber Security: Infrastructure and Application

Merritt College · 2018–2020

Application/System Security

CodePath · 2019–2020

CERTIFICATIONS

CodePath Cybersecurity Certificate

CodePath

AI Engineer for Developers Associate

DataCamp · Issued Nov 2025 · Expires Nov 2027 · Credential ID AIEDA0017323552433

Python Data Associate

DataCamp · Issued Nov 2025 · Expires Nov 2027 · Credential ID PDA0017017748839

Ethical Hacker

Cisco · Issued Jul 2025

Google AI Essentials

Google · Issued Jul 2025 · Credential ID ZELRRVW86YGG

Tell me where support is getting stuck.

Share the repeat work, the handoff that keeps breaking, or the support process you want to improve. I’ll reply within a day with a useful next step.

TOKYO · JST (UTC+9)
RESPONSE TIME · UNDER 24 HOURS
BASED IN TOKYO · WORK AUTHORIZATION IN JAPAN
WORKING LANGUAGES · EN · LO · JP (N5)