$ whoami
AI-Native ITSM Architect & Atlassian SME · Founder, LT.Solutions
AI-native ITSM Architect and Atlassian SME with over 15 years of enterprise service management experience. Founder of LT.Solutions and creator of LaunchPad for Jira Service Management, a Forge-based Atlassian Marketplace app that deploys production-ready CMDB schemas in minutes. Specialist in JSM, Atlassian Assets, and automation-led transformations. Builds and ships product using structured multi-agent AI workflows, integrating LLM tooling into every stage of development, architecture, and delivery. Proven record leading platform migrations, CMDB design, and knowledge-transfer programmes for organisations at enterprise scale.
// skills
atlassian
ai & agentic
integration
itsm & design
product
governance
// pinned
📦 launchpad-for-jsm v2.10.0
Forge Marketplace app delivering 13 custom CMDB schemas under one subscription. Excel import pipeline, Automation Rule Management API, Rovo agent suite companion app.
👤 kantar-jsm-4500-user-rollout
JSM MVP for 500 users across HR, IT, SOC & NOC with full CMDB; Azure DevOps integration; global 24/7 model trained across LATAM, EMEA, APAC.
⇌ servicenow-to-jsm-migration
Full platform migration for Perceptive Informatics. Assets CMDB schema design, C-SAT/NPS reporting implementation.
📄 iso27001-confluence-hub
Built ISO 27001 Documentation Hub in Confluence for Datasparq; praised by auditors at final certification audit.
// experience
Founder & Director
Let's Talk Solutions Ltd (LT.Solutions)
Mar 2025 – Present
Co-founded and bootstrapped LaunchPad for JSM to v2.10.0. 13 production CMDB schemas, Excel import pipeline, and Automation Rule Management API. Multi-agent AI development workflow: Claude Code as PM/builder, Codex as QA auditor. Four-layer commercial model spanning product, schema extensions, playbooks, and advisory services.
Senior Consultant
Valiantys, UK (Remote)
Nov 2025 – Mar 2026
Clients included Perceptive Informatics (ServiceNow→JSM migration, Assets CMDB design, C-SAT/NPS reporting), Cancer Research UK (JSM and Assets implementation), System C (healthcare IT Discovery, co-authored solution design document), and APAX Finance (email-based support to structured JSM workflows). Microsoft Entra ID and Intune CMDB integrations across engagements.
Technical Architect / Atlassian SME
Kantar Media, London
Mar 2025 – Sep 2025
Built JSM MVP for 500 initial users across HR, IT, SOC, and NOC ahead of a 4,500-user global rollout. Designed CMDB covering location hierarchies, workstations, network gear, and server infrastructure. Integrated JSM with Azure DevOps. Delivered knowledge transfer for LATAM, EMEA, and APAC stakeholders supporting a global 24/7 service desk.
Data Service & Internal IT Manager
Datasparq, London
Jan 2023 – Jan 2025
Migrated internal support from Zendesk to JSM. Designed GCP and Atlassian cost-optimisation automations via webhooks and APIs. Administered Atlassian Suite, Google Workspace, GitHub, GCP, and Azure. Built ISO 27001 Confluence Documentation Hub; praised by external auditors at final certification.
Global Support Manager
Zephr (A Part of Zuora), London
Jul 2021 – Jan 2023
Built and scaled B2B technical support teams in UK and New Zealand for tier-1 clients including WHICH?, New York Post, and News Corp Australia. Designed escalation workflows across Jira, PagerDuty, and Slack. Led company-wide Jira administration and workflow optimisation.
L2 Support Manager
Endeavor Streaming, London
Nov 2018 – Nov 2020
Built and led Endeavor's first UK-based L2 support department serving NBA, EFL, OSN, EuroLeague, FEI, UFC, and BT Box Office. Developed proprietary troubleshooting tools reducing dev escalations. Established a 24/5 global support model.
Technical Support Manager / Customer Service Manager
NeuLion Inc & Saffron Digital
Oct 2011 – Nov 2018
NeuLion (2012–2018): Technical Support Manager for streaming platforms used by ITV, Carrefour, and BT TV; led onboarding of 60+ EFL football clubs onto a new VOD platform. Saffron Digital (2011–2012): built support teams for KDDI Videopass and ITV Essentials; led CRM implementations and cost-saving workflow design.
// certifications & development
// download cv