Jeffery Smith
Applied AI Professional
San Jose,CA
Summary
Technical professional building practical machine learning and RAG workflows for support and knowledge retrieval. Applies AWS Bedrock and Gemini-based automation to improve license auditing, article lookup, and service consistency, removing 5+ manual steps in a typical support workflow. Brings cybersecurity awareness and systems thinking to AI Developer work that needs reliable deployment in real environments.
Overview
3
3
years of post-secondary education
6
6
years of professional experience
Education
Master of Science - Applied Artificial Intelligence
Shiley-Marcos School of Engineering
San Diego, United States 05.2001 -
Bachelor of Arts - C.I.T, Cyber Security
Point Loma Nazarene University
San Diego, CA 08.2018 - 12.2021
Work History
Technical Support Specialist
Blue River Technology
Santa Clara, CA
07.2022 - Current
- Introduce new Gemini AI processes to multiple non-technical departments.
- Develop RAG processes in AWS Bedrock for Atlassian Knowledge article retrieval.
- Built internal knowledge articles for software deployments, configuration steps, and common troubleshooting scenarios.
- Effective system troubleshooting and timely resolution in high visibility environment.
- Coordinated team coverage during high-visibility initiatives to maintain consistent technical support.
- Support customers in identifying bugs and explaining solutions to restore service functionality to their machines.
- Supported license auditing workflows by introducing new AI-assisted processes for review and tracking.
- Design, configure, deploy RealVNC infrastructure to support remote system initiatives.
- Conduct end-user training on Cyber Security best practices for data protection and secure system usage.
- Automate onboarding experience for newly hired end-users internationally.
- Developed comprehensive off-boarding policies and procedures.
- Research and identify solutions to technical problems during MDM deployment for multiple OS configurations. (Ubuntu 18-26.04, MacOS, Windows (10-11) Pro).
- Documented troubleshooting findings to support faster resolution of recurring access and configuration issues.
- Support end users by identifying bugs, explaining fixes, and restoring service functionality efficiently.
Technical Office Support Staff
California Department Of Veterans Affairs
Oceanside, CA
01.2021 - 12.2021
- Delivered technology end-user technology support across multiple platforms including Windows, MacOS, Linux, and Android.
- Successfully balanced need for rapid service and guiding elderly veterans through technical documentation.
- Implemented process changes that simplified digital signing software usage thus increasing utilization.
- Assisted veterans face to face in navigating their documentation while respecting HIPAA privacy.
Skills
Probability & Stats for AI
Introduction to AI
Data Analytics and IoT
Applied AI Ethics
Agentic AI Systems
Neural Networks & Learning
Natural Language Processing and GenAI
Applied Computer Vision for AI (upcoming)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I find that the harder I work, the more luck I seem to have.
Thomas Jefferson
Timeline
Technical Support Specialist
Blue River Technology
07.2022 - Current
Technical Office Support Staff
California Department Of Veterans Affairs
01.2021 - 12.2021
Bachelor of Arts - C.I.T, Cyber Security
Point Loma Nazarene University
08.2018 - 12.2021
Master of Science - Applied Artificial Intelligence
Shiley-Marcos School of Engineering
05.2001 -
Accomplishments
- Became a subject matter expert on the IT Support Team; Allowed team members to lean on my experience.
- Designed and implemented an AI-driven feedback system to synthesize complex performance metrics.
- Took a holistic approach to improving the IT Support Team through educational advocacy in online courses.
- U.S. Coast Guard Presidential Honor Guardsman: Selected for a high-prestige, zero-fail role requiring extreme attention to detail, teamwork, and professionalism in global high-visibility environments.