David G. Braun
IT & Automation Leader · MSP Operations and Service Delivery · Anthropic Claude Certified Architect, Professional
+1 541 413 5001
iambraun.com/cv
linkedin.com/in/david-george-braun
github.com/WorkflowtechAI
Summary
With 17+ years of MSP experience across IT operations, infrastructure, and automation, I bring a deeply analytical "systems brain" to IT leadership and responsible AI engineering. Today I build multi-agent AI systems, RAG pipelines with cited outputs, and rigorous evaluation harnesses, on the same systems instinct seventeen years of MSP work built. See my website for the full story.
Selected Highlights
- At LightPoint: hired and trained new technicians, trained the incoming manager, and grew junior engineers into senior roles; rebuilt client onboarding and offboarding.
- At LightPoint: delivered systems engineering and systems administration alongside the leadership role.
- Built ZAG Edu and ZAG Forms, internal enablement and intake platforms supporting hundreds of users across onboarding, training tracking, and operations, using low code and AI tooling.
- At ZAG: cut manual onboarding 80%+ with secure Rewst automation and unified client portals.
Experience
Founder & Executive Engineer
Apr 2025 to presentEudai Gestalt Integrations LLC (EGI) · workflowtech.ai
- Anthropic Claude Certified Architect (Professional), shipping multi-agent workflows, RAG, and evaluation harnesses in production. (https://workflowtech.ai/press/portfolio.html)
- Built llm-builder-kit, the operator control plane that runs a one-person studio at multi-team throughput: a dispatcher hands bounded tasks to coding agents and a reviewer chain signs off before anything merges.
- Procured and provisioned Ionos VPS infrastructure with nginx, Cloudflare, and token-backed SSH
- 10 products and growing, built and shipped under EGI: https://workflowtech.ai/press/portfolio.html
Client Services Engineer → Lead Client Services Engineer → Quality Operations Engineer
2022 to 2025ZAG Technical Services · San Jose, CA · Remote · MSP · Promoted twice, the first inside 90 days
- Incident Manager: ran incident command on major incidents across all clients, coordinating SOC, NOC, and client teams.
- Led support engineering for ZAG's single largest client, 73% of the business at a ~100-client MSP: a 25,000-employee enterprise with 50,000 endpoints under multi-site support.
- Co-stood up a Quality Operations department from charter to operational in its first year, implementing an Automation Center of Excellence.
- Endorsed by former Director of Operations (Ananya Ridenour) & Service Delivery Manager (Jeff Gaspard).
- Worked side by side with the Director of Operations to create new SOPs, KPIs, and SLAs that measured service delivery improvements MSP wide.
- Spearheaded MSP service delivery in a greenfield ServiceNow ITSM platform for a $7B enterprise (Scrum captain, requirement gathering, Agile DevOps)
Systems Support Engineer I → II → Team Lead → SysOps Team Lead
2018 to 2022LightPoint NW · Portland, OR · MSP · 90+ clients, 5,500+ endpoints · Promoted three times
- Rose from Systems Support Engineer I to SysOps Team Lead over four years.
- Created and led an 11-person systems-operations department serving 90+ clients and 5,500+ endpoints across OR and WA.
- Ran full-spectrum MSP delivery, on-site and remote: high-volume ticket queues, Microsoft 365 and Google Workspace administration, systems engineering, patching and backup standardization, endpoint and network security (EDR/MDR, firewalls, DNS filtering), and repeated ransomware recovery and high-pressure security response.
- Lead escalation engineer for complex cross-tenant issues, with direct stakeholder communication during outages.
- Endorsed by former CEO (David Boxberger).
Systems Engineer II · Technical Support Engineer · Founder · Contractor
2013 to 2018Tier Two Consulting / New West Technologies / Alternation LLC / Robert Half · Portland, OR
- MSP systems engineering, POS and payment support, and contracting across small-MSP environments.
Technical Account Manager, and earlier roles
2005 to 2012Heartland Payment Systems / Ricoh USA / BBL Media · Remote and Portland, OR
- Field support, multi-site support, customer success, and technical account management for a global payment processor. (HPS)
Primary Skills
- AI & automation · Rewst, PowerShell, n8n, agent orchestration, AI enablement, AI governance, API integration, CIPP, citation integrity
- Leadership & delivery · quality operations, client onboarding, discovery and scoping, continuous improvement, documentation, endpoint management, escalation management, executive-to-engineering translation, quarterly business reviews
- MSP & IT operations · Intune, Microsoft 365, SLA reporting, Docker, Active Directory, AWS, Azure, backup, disaster recovery
Credentials
- Claude Certified Architect, Professional (CCAR-P), Anthropic, 2026 · verify
- Claude Certified Architect, Foundations (CCAR-F), Anthropic, 2026 · verify
- Claude Certified Developer, Foundations (CCDV-F), Anthropic, 2026 · verify
- Claude Partner Badge, Claude Code, Anthropic, 2026 · verify
- Anthropic Academy Completion, Anthropic, 2026
- Rewst Foundations; Rewst Clean Automation
- CompTIA A+; CompTIA Network+ (2014)
Education
- AAS, Computer Information Systems, Portland Community College, 2015
- BS, Computer Science (incomplete), Hartwick College, 2000 to 2002
- BS, Communications (incomplete), Greensboro College, 2002 to 2004
- Post-graduate year, Bridgton Academy, 2000
Skills index
Keyword-dense for ATS and AI : See the knowledge graph here: https://iambraun.com/cv/skills-graph.html
- AI & agentic engineering · quality operations; API; MCP server; root cause analysis; AI governance; AI orchestration; automated testing; information retrieval; LLM-as-a-Judge; model catalog; model routing; privacy by design; technical whitepaper; technical writing · via GenAI: Python
- Automation & scripting · PowerShell; CI pipeline; data redaction; test automation; Rewst; MSP automation; client portal; n8n; nightly backups; API contract design; API integration; API-driven automation; automated policy checks; automated reporting
- Data, APIs & platforms · access gating; API / SDK / MCP integration; API client development; API design; authorization model; CI security; client reporting; data modeling; database migrations; enterprise integration; HR enablement; knowledge graph; KPI reporting; learning management system · via GenAI: event-driven webhook architectures; Server-Sent Events; SQLite with migrations
- Client success & commercial · Content Security Policy; Permissions-Policy; security headers; proof of concept builds; technical account management; escalation management; pre-sales engineering; vendor management; account management; client onboarding; contract administration; customer success; stakeholder communication; client confidentiality
- Leadership & people · building a department from zero; executive reporting; performance reviews; training tracking; business training program; documentation; employee enablement; escalation and incident management; ITIL alignment & Change Advisory Board (CAB) governance; ITSM process design; M&A support; mentoring to promotion; mentoring, hiring, and technical interviewing; process optimization
- ITSM & process · service delivery management; greenfield deployment; ticket queue management; ServiceNow; PSA ticket metrics; approval workflow; department charter; ITIL and change advisory board; ITSM; offboarding process; onboarding process; preventive process change; problem management; process design
- Security · Microsoft Defender; API key management; IAM / RBAC; per-tenant identity scoping; secrets management; security awareness training; security incident response; vulnerability management; Zero Trust; SentinelOne; EDR; Sophos; email security and phishing defense; KnowBe4
- Service delivery & quality ops · VoIP platforms; service delivery reporting; automation adoption; continuous improvement; CSAT programs; delivery velocity; LLM-as-a-Judge evaluation pipelines; quality assurance program; quality gate; Avaya; acceptance testing; adversarial and security-focused test design; artifact integrity verification; automated regression suites as a merge gate
- Pre-sales & solutions · solution architecture; demo environments; discovery and scoping; pre-sales; scenario packs; solutions engineering; customer success management; discovery to go-live; executive-to-engineering translation; Ingram Micro; pre-sales efficiency; technical demo design; technical demonstrations; requirements validation
- Compliance & risk · audit support; credential management; data minimization; data residency; data sovereignty; environment variables; healthcare data; policy authoring; policy enforcement in code; remediation; risk-based security; cyber insurance questionnaires; HIPAA; PCI-DSS
- Cloud & infrastructure · Linux; Docker; automated review gates; AWS; Azure; billing operations; CI/CD pipelines; client systems deployment; cloud cost governance; domain management; hostname-based routing; multi-tenant architecture; production incident response; REST API design
- Backup, BCDR & recovery · patch management; Microsoft 365; backup integrity; ransomware recovery; backup standardization; automated failover; backup; backup and disaster recovery; backup management; backup remediation; BCDR operations; disaster recovery; onsite remediation; RPO and RTO design
- Endpoint & RMM · Intune; endpoint hardening; Microsoft Entra ID; N-able; access control; endpoint standardization; endpoint testing; network monitoring; RMM agent deployment; RMM and endpoint management at scale; RMM platform ownership; security baseline; ConnectWise; LogMeIn
- Documentation & knowledge · automated documentation; code documentation; configuration documentation; documentation accuracy; documentation audit; knowledge base authoring; network diagrams; onboarding and enablement; pre-sales enablement; runbooks and playbooks; technical documentation; training program development; ITGlue; README
- Identity & access · Active Directory; role-based access control; access control design; multi-tenant; multi-tenant identity scoping; passwordless sign-in; server-side authorization; tenant administration; joiner mover leaver process; MFA rollout; OAuth; OIDC; SAML; SSO
- Incident & escalation management · escalation tier design; incident response; incident command; cross-team coordination; data recovery; directing client staff; escalation criteria; outage communication; production incident remediation; on-call rotation; workstation rebuild
- Networking · Firewalla; CompTIA Network+; firewall management; ISP and circuit management; networking; routing and switching; VPN; wireless design and deployment; Fortinet; SonicWall; DNS filtering; MDR
- Monitoring & observability (MSP) · SLA reporting; capacity monitoring; capacity planning; health endpoint; phone system reporting; MSPBots; Nexthink DEX; KPI dashboards; alert tuning; observability
- Servers & virtualization · Group Policy; Hyper-V; server hardware builds; VMware; Windows Server; DHCP; file and print servers; SAN and RAID storage
- Service desk & end-user support · end-user training and enablement; executive support; phone support; remote support tooling
- Migrations & projects · cutover planning; domain migration; Exchange migration; project management; server migration; Agile; DevOps; file share migration; Scrum; Special Automation Projects
- Microsoft 365 & collaboration · Microsoft 365 administration; Power Automate; Teams; Google Workspace; Exchange Online; SharePoint
- Payments & POS · loyalty programs; merchant services; point-of-sale support; Dynamics RMS; payment gateway integration; payment terminals