Service
More work resolved on time.
Improved service-level performance by changing the process around the team’s work.
Managed IT services & automation
James
Schriever.
Operations Manager · Portland, OR
I listen to the people doing the work, improve the process, then automate what repeats.
Systems, connectedConceptual view
Connected systems
Human approval where changes need oversight.
People → Process → AutomationSee the results
Service delivery / Results
Results that
changed the work.
Listening to the people doing the work changes what you improve.
Dispatch
Better same-day resolution.
Worked closely with the dispatcher, listened to their perspective, and used that understanding to improve how work moved.
People
Room for people to grow.
Coached staff into broader technical and project responsibilities, and hired and trained new technicians.
Automation
Less repeated manual work.
Connected business systems and built AI-assisted triage to help the team handle recurring tasks.
People → Process → AutomationRead my approach
Selected work
Connecting tools.
Making work easier.
Systems I’ve built, and the capabilities behind them.
Business systems / AI & automation
A shared way to work across systems.
I built an AI tool server that connects staff and AI agents to business tools through a shared interface.
Alongside it, a shared workspace keeps findings and procedures available to the team. Review steps keep people involved where changes need oversight.
What this demonstratesSystems integration, shared context, and automation with human oversight.
Conceptual capability map
AI tool server
Context that carries forward.
Shared findings and procedures give staff and AI tools a common starting point.
People review changes requiring oversight.
Personal lab
2023–Present
AI-assisted homelab operations
Connected monitoring alerts to AI investigation and reviewed remediation, with snapshots and checks after changes.
Monitoring &
reviewed remediation
Proof of concept
2026
Chatbot with a human handoff
Built a website chatbot that transfers conversations to live agents through a phone system.
Connecting customer
conversations
Reusable framework
Shared team agent workspace
Built reusable agent workspaces that carry forward knowledge, procedures, and task context—giving people a consistent foundation for AI-assisted work.
Shared knowledge &
repeatable procedures
Experience & approach
Built on the
service desk.
Hands-on support, systems administration, project delivery, and now operations leadership.
How I approach the work
Listen to the people.
The dispatcher’s perspective directly shaped improvements to same-day resolution. The people closest to the work help explain what needs to change.
Improve the process.
Look at handoffs, recurring friction, and the support people need to do their jobs well.
Automate what repeats.
Connect tools around a clearer process, with failure handling and review where it matters.
Career so far
- Aug 2025–PresentOperations Manager
- IT Assurance · Portland, OR
- Jun 2024–Aug 2025Project and Design Engineer
- aCoupleOfGurus · Remote
- Jun 2019–Jun 2024SysAdmin
- IT Assurance · Portland, OR
- Aug 2018–Jun 2019Service Desk Coordinator
- IT Assurance · Portland, OR
- Dec 2017–Sep 2018Service Desk Specialist
- Free Geek · Portland, OR
Contact
Let’s talk
about the work.
For conversations about operations leadership, service delivery, and practical automation.