AI is only as good as the knowledge behind it.
I've spent 30 years proving that — leading Knowledge Management and KCS at Symantec and Broadcom, where structured knowledge powered AI chatbots, self-service, and $30M+ in annual support savings. Today I build with Claude, Cursor, and modern AI tooling every day. I work at the intersection most teams are still trying to find.
A decade leading knowledge at global scale
From Senior Knowledge Engineer at Symantec to KCS Program Manager at Broadcom — through two of the largest acquisitions in tech ($10.7B Symantec, $69B VMware), knowledge quality improved instead of just surviving.
Broadcom · 2019–2025
Knowledge-Centered Service (KCS) Transformation
Led global KCS and Knowledge Management strategies at Broadcom through major acquisitions, reducing support volume by 20-25% and generating $30M+ in cost savings.
Symantec · 2014–2019
Elevating Support Through Knowledge Engineering
Advanced enterprise Knowledge Management and KCS at Symantec, driving 20-35% case deflection globally and establishing the foundation for scalable self-service.
Not AI-curious. AI-operational.
Plenty of people talk about AI strategy. Fewer have run AI in production for enterprise support, and fewer still ship their own products with it. I do both.
AI in production, at enterprise scale
At Broadcom I managed an AI chatbot handling 1,500+ daily interactions on WebEx and Zoom, integrated with a unified KCS knowledge base of 160K+ articles. Built Python/NLP dashboards to find content gaps before customers did. Result: 20-35% deflection gains with mid-90s CSAT.
Hands-on builder
I design and ship software myself. KnowledgePeak.ai turns KCS article structures into guided AI generation. A USA Archery platform rebuild migrated 2,900+ articles into Payload CMS with a citation-backed support assistant. Shimmer is open-source audio restoration built on classical DSP. Working software, not slideware.
The methodology layer
My core thesis: AI output quality is a knowledge-structure problem. I write and speak about using KCS article structures for LLM fine-tuning, governance for agentic AI, and the change management that makes AI adoption stick instead of stall.
How I think about knowledge & AI
Leveraging KCS Article Structures for Efficient LLM Fine-Tuning in Support Environments
Read articleAgentic AI + KCS: Transforming Enterprise Knowledge with Governance and Automation
Read articleScaling Support with AI Teammates: Rethinking Roles, Workflows, and Knowledge
Read articleStop Dabbling, Start Rewiring: AI That Sticks Through Change Management
Read articleAI + KCS: Why Structured Knowledge Is the Future of Support
Read articleHow to Build a Website in Hours with Cursor & Midjourney: AI Dev Checklist
Read articleI also teach this
Free KCS training material drawn from a decade of running publisher and coach networks — 300+ coaches and 1,500+ publishers trained across Symantec and Broadcom.
Building a knowledge or AI team?
I'm open to roles in knowledge management, KCS, and applied AI — anywhere structured knowledge and intelligent systems meet. Program leadership or hands-on practitioner work, depending on where the interesting problem is.