About
I'm an IT Engineering Lead who doesn't wait for tools to exist — I build them. I lead people, drive outcomes, and turn every process gap into an automation opportunity.
My path to IT wasn't traditional — I have a degree in criminal justice. Turns out the skills that matter most — analytical thinking, process discipline, knowing when to escalate — don't care what your major was. I've been self-teaching everything since: Python, Node.js, container infrastructure, AI integrations, SSO migrations. The common thread: I learn fastest by shipping something real.
I'm at my best when there's a gap no existing tool fills. I'll scope it, build it, deploy it to production, and hand it off to the people who need it. I'm equally a leader — running VIP escalations, coaching technicians, driving cross-team initiatives, and presenting to engineering leadership. I thrive where the technical and the human side meet. Most of what I've built exists to remove manual work from people who have better things to do, and give leaders the visibility they didn't know they were missing.
What I Built
- 📊 MTS Leader Dashboard — flagship multi-source management platform with OIDC SSO, AI summaries, and live KPI cards per manager
- 🚨 VIP Incident Dashboard — real-time escalation and VIP ticket tracker with AI chat assistant
- 📕 NOC Runbook Platform — AI-powered runbook search and guided resolution tool for support engineers
- 🤖 ServiceNow MCP Server — 365-tool AI integration server exposing ITSM data to Claude and other AI assistants
- 📉 NorthStar Initiative Tracker — cross-team dashboard tracking a 20% incident reduction goal with live ITSM data
- ⏰ Friday Report Pipeline — fully automated 5-stage reporting system delivering weekly summaries to IT leadership every Friday morning
- 📋 Scorecard Engine — individual and team performance scoring built on FDR, MTTR, and KB compliance metrics
- 💻 Tech Assessment Platform — web-based IT hiring tool with terminal simulator, OS troubleshooting, and drag-and-drop exercises
- 🔧 Internal App Server Stack — 10+ tools hosted across rootless Podman containers (Linux) and NSSM Windows services (VDI)
- ☁️ Cloudflare Pages CDN — 7 training and portfolio sites deployed globally via Wrangler CLI on custom scabrera.dev subdomains
What I Do Now
- 🤝 Lead, MTS Engineering — day-to-day leadership of the support engineering team; coaching, development, and accountability
- ⭐ VIP & Escalation Owner — own all executive and VIP incident response, driving SLA compliance and resolution quality
- 📉 20% Ticket Reduction Initiative — leading the cross-team effort to eliminate repeat incidents through better process and tooling
- 🤖 AI Champion — driving adoption of Claude, Glean, and AI tooling across the IT organization; running enablement sessions
- 🔧 Internal Tool Development — independently designing, building, and deploying tools outside core job scope to close capability gaps
- 📣 Leadership Presentations — presenting tools and initiatives to engineering leadership and cross-functional stakeholders
- 🔍 Enterprise Knowledge Platform — admin and content strategy for the company-wide knowledge base (Glean)
- 🍎 Mac & Network SME — subject matter expert for Apple/macOS and enterprise network monitoring (ThousandEyes)
- 🎓 Technical Training & Enablement — building training programs, onboarding resources, and assessment tools for IT engineers
Technical Skills
- 🐍 Python — automation, APIs, data pipelines, CLI tools
- 🟩 Node.js / JavaScript — full-stack web apps and dashboards
- 🐳 Podman / Docker — rootless containers, secrets, deployments
- 🌐 REST APIs — ServiceNow, Jira, Glean, MS Graph, Amazon Connect
- 🤖 AI / LLM Integration — Claude API, MCP Protocol, LLM Gateway
- 🔐 Auth — OIDC, OAuth 2.0, Microsoft Entra, JWT, SSL/TLS
- 🖥️ Linux & Windows Server — firewall, NSSM services, SSH, scripting
- ☁️ Cloudflare — Pages CDN, Wrangler CLI, DNS management
- 🎨 HTML / CSS — styled dashboards and email-safe templates
- 🧪 Jamf Pro — certified; macOS fleet management and policy deployment
- 📊 pandas / data analysis — ITSM metrics, KPI scoring, reporting
Professional Skills
- 🤝 Team Leadership & People Development
- 📣 Executive Communication & Stakeholder Management
- 📋 ITIL Process Design & Improvement
- 🚨 Escalation Management & Incident Command
- 📝 Technical Writing & Documentation
- 🎓 Training Design & Enablement
- 🧩 Root Cause Analysis & Problem Management
- 🧭 Cross-Functional Collaboration
- 💡 Self-Directed Learning & Rapid Skill Acquisition
- 🔧 Building Beyond the Job Description
Education
- 🎓 Bachelor of Science — Criminal Justice
- 📜 Associate of Arts — Administration of Justice
Portfolio
Certifications & Badges
Contact Me
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