IT Support & Systems professional who automates the boring and builds with AI. By day I keep people and systems running: Tier 1/2 support at Apple, 1,000+ SLA-driven tickets in fintech, and CRM and VoIP rollouts in higher education. The rest of the time I turn the repetitive parts into tools: browser automation, reporting pipelines and private RAG assistants, each one built for a real problem.

   🔍  understand the problem   →   ⚙️  automate it   →   🧪  test it properly   →   📦  ship it   →   🔁  repeat

timeline
    title From help desk to AI builder
    2023 : Special Projects Assistant · York University IT : Training, SOPs, university-wide rollouts
    2024 : Specialist · Apple : Business Systems Coordinator · York University : CRM + VoIP rollouts, Power Automate
    2025 : Honours BA, Information Technology : IT Project Coordinator · fintech software company : 1,000+ SLA tickets, AI enablement
    2026 : Technical Specialist · Apple : 32 repos shipped with Claude Code : Apple ACST · AZ-900 · PL-900

Knowledge Base Assistant: Scraper → markdown library → hybrid-RAG desktop chatbot with verified citations and an on-prem LLM option.
📈 One desktop assistant answers from both the help site and past ticket resolutions, with clickable citations that are verified before they are shown.
Python · Playwright · ChromaDB · BM25/RRF · CrossEncoder

BLNS: Sanctions Screening RAG: Offline FLAG / REVIEW / CLEAR adjudicator for sanctions-screening alerts: deterministic OFAC-style scoring plus RAG over past analyst decisions on an 8 GB GPU.
📈 Turns a manual queue into an advisory pipeline that recommends FLAG, REVIEW or CLEAR with cited precedents from about 1,271 historical analyst decisions. The analyst always decides.
Python · Ollama · ChromaDB · FastAPI · .NET 8

Claude Sessions Tracker: Desktop dashboard for local Claude Code sessions: tokens, models, subagents and one-click session management.
📈 One screen shows every session with live token usage summed from the transcripts, never estimated.
Python · CustomTkinter · Matplotlib · watchdog · SQLite

Report Downloader: One-click month-end PDF/Excel dashboard exports for about 30 clients, plus an auto-built billing CSV.
📈 The whole month-end run happens unattended: pick clients, reports and month, press Start.
Python · Playwright · Tkinter · openpyxl · PyInstaller

Incident Report Scraper: Scrapes a support portal's incidents into a change-tracked Excel workbook and an offline HTML dashboard with sentiment.
📈 One click turns about 340 incidents into trends, leaderboards, backlog age and sentiment.
Python · Playwright · PySide6 · openpyxl · VADER

Weekly Time Reports: A portal-driven desktop app that replaced a hand-maintained weekly timesheet workbook.
📈 Replaced the manual workbook with a one-click run that outputs Excel, PDF and a scheduled Outlook email.
Python · PySide6 · Playwright · openpyxl · Outlook

👉 All 32 projects, each with why I built it and its impact →

• Keep people productive: Tier 1/2 support across macOS, Windows, iOS/iPadOS, Microsoft 365, Google Workspace, MDM and networking.
• Automate the boring: Power Automate flows, Playwright/Selenium bots and Python desktop apps that remove repetitive manual work.
• Turn data into decisions: reporting pipelines and dashboards (SQL, pandas, Excel, Power BI) that reconcile to the hour.
• Build with AI, safely: RAG pipelines, local LLMs and Claude Code plugins, with privacy, citations and tests built in.

➡️ Every skill, and where I used it: skills matrix

🍎 Apple Certified Support Technician · 🟦 Azure Fundamentals (AZ-900) · 🟪 Power Platform Fundamentals (PL-900) · 🔐 Cisco Network Support & Security, IT Customer Support, Cybersecurity · ☁️ AWS SimuLearn: Cloud Practitioner · 🤖 Anthropic Claude Code 101 · 📘 ITIL Foundation (in progress)

→ Browse all 44 in the certification gallery

Always learning. Always shipping. ✨
💡 Tip: open the site and press ~.
📫 abdulraqeebkhatri310@gmail.com