# ANDREW THOMAS YU andrewyu47@gmail.com | Seattle, Washington | LinkedIn | (510) 753-1209 | Portfolio **[HEADLINE - Customize per role]** [SUMMARY - Customize per role. 10+ years building [X] at scale for enterprise platforms.] --- ## PROJECTS ### SAGE, AI-Powered Support Agent | Splunk AI Assistant | Hackathon Winner **Product / PM Focus:** - Defined product vision for AI-driven support agent, balancing user experience with policy and safety requirements - Owned product roadmap translating user needs and ML capabilities into technical specifications and features - Architected "safety rails" in retrieval logic to prevent hallucination and harmful content generation - Reduced time-to-resolution by 20% while maintaining strict compliance with content policies **Content Design / UX Focus:** - Shaped persona, voice, and in-product language for AI agent balancing helpfulness with policy constraints - Mapped conversation flows to customer mental models, ensuring terminology aligned with how users think - Designed conversation flows and knowledge architecture for AI agent handling nuanced user inquiries - Reduced time-to-resolution by 20% through clearer interface language and improved self-service flows **Service Design Focus:** - Mapped end-to-end service journeys linking software interactions with support touchpoints and self-service flows - Designed service blueprint aligning AI agent capabilities with customer mental models and operational constraints - Achieved 20% improvement in time-to-resolution through holistic experience optimization across channels **Technical / Solutions Focus:** - Partnered with Engineering and Design to integrate "safety rails" in retrieval logic to prevent hallucination - Generated clear architecture diagrams using Mermaid.js to visualize complex data workflows - Orchestrated scenario-based documentation reducing time-to-resolution by 20% through improved self-service - Built feedback loops identifying where users and support staff needed additional guidance **AI Enablement / Governance Focus:** - Pioneered AI-assisted documentation prototype demonstrating automated content generation and retrieval - Created audit workflows to monitor AI outputs and flag data governance violations - Delivered 20% reduction in time-to-resolution while maintaining compliance with responsible AI principles --- ### AI Governance Framework | Validation & Compliance Prototype **Governance / Compliance Focus:** - Built scalable content governance system using LLMs to detect, classify, and flag policy violations at scale - Created automated workflows for content review, escalation, and removal processes - Developed transparency reporting frameworks tracking moderation actions and compliance metrics - Prototyped validation layer ensuring data integrity by reconciling documentation against live API schemas - Established "Ground Truth" standards treating data as immutable, versioned assets with full audit trails - Built automated QA workflows for governance review, cutting manual validation time by 40% **Content Strategy Focus:** - Built scalable content governance framework using LLMs to classify, audit, and maintain documentation quality - Established content standards and automated workflows ensuring consistency across 5,000+ assets - Created metrics and feedback loops measuring content accuracy, compliance, and user engagement - Developed SEO and LLM optimization strategies for improved discoverability and AI-assisted search - Defined success metrics for content adoption and engagement, surfacing gaps through data analysis **Information Architecture Focus:** - Conducted audits of existing experiences to identify inconsistencies in terminology and navigation - Defined extensible design system guidance for product names, labels, and interface language - Improved content discoverability by 20% through consistent, comprehensible naming conventions **Service Design Focus:** - Led cross-functional workshops identifying friction points across customer journey from onboarding to daily use - Defined service architecture connecting product, support, and internal team interactions into cohesive experience - Improved customer satisfaction by 20% through streamlined handoffs and consistent touchpoint design --- ### Automated YouTube Shorts Pipeline | Python, PyTorch, MLflow, FFmpeg **Technical / ML Focus:** - Built ML pipeline using PyTorch (MTCNN face tracking) and Silero VAD for automated content extraction - Integrated MLflow experiment tracking for A/B testing caption styles, with full parameter and metric logging - Engineered parallel processing pipeline with scene-aware boundary detection and hardware-accelerated encoding - Drafted technical documentation for hardware-accelerated encoding and scene-aware processing **Content / Service Focus:** - Built experimentation framework for A/B testing content variations with full metric logging - Integrated quantitative and qualitative insights to inform iterative experience improvements - Engineered scalable workflow enabling rapid iteration on customer-facing content and messaging --- ## TECHNICAL SKILLS ### Product Management: - **Product:** Darden PM Specialization, Hypothesis-Driven Development, Success Metrics, A/B Testing, SQL, Python - **AI/ML Systems:** RAG Architecture, LLMs, Prompt Engineering, LangChain, Vector Databases, MLflow, PyTorch - **Trust & Safety:** Content Governance, Policy Enforcement, Safety Rails Design, Regulatory Compliance, Risk Assessment - **Tools:** Figma, Confluence, Notion, Jira, Git/GitHub Actions, REST APIs, CMS Platforms ### Content Design / UX: - **Content Design:** UX Writing, In-Product Language, Nomenclature, Taxonomy Design, Information Architecture - **Systems & Standards:** Design System Guidance, Content Audits, Style Guides, Mental Model Alignment - **Research & Metrics:** A/B Testing, User Research, Metric-Driven Content, SQL, Python - **Tools:** Figma, Mermaid.js (Diagram-as-Code), Confluence, Notion, Jira, Markdown, Git/GitHub Actions ### Service Design: - **Service Design:** Journey Mapping, Service Blueprints, Touchpoint Design, Software-to-Service Experience - **Facilitation:** Workshop Design, Cross-Functional Alignment, Stakeholder Communication, Vision Setting - **Research & Metrics:** Qualitative & Quantitative Insights, User Research, Experience Measurement, SQL, Python - **Tools:** Figma, Miro, Lucid, Confluence, Jira, Analytics Platforms ### Technical / Solutions: - **GenAI & ML:** RAG, Agentic Workflows, LangChain, Vector Databases, Prompt Engineering, MLflow, PyTorch, Databricks - **Development:** Python, SQL, JSON/YAML, REST APIs, HTML/CSS - **Knowledge Eng:** Docusaurus, MkDocs, Markdown, Mermaid.js, Taxonomy Design, Content Modeling - **Dev Tools:** VS Code, Claude Code, Git/GitHub Actions, Docker, Figma Make, Notion, Vercel, Postman, Jira ### Content Strategy / Leadership: - **Content Leadership:** AI Strategy, Information Architecture, Style Guides, Governance Frameworks, Accessibility Standards - **Content Operations:** CMS/CCMS Platforms, Docs-as-Code, Git Workflows, CI/CD Publishing, Structured Authoring, Localization - **AI/ML Systems:** RAG Architecture, LLMs, AI-Assisted Content, Generative Workflows, Prompt Engineering, Python - **Tools:** Confluence, Notion, Jira, Git/GitHub Actions, REST APIs, Figma ### Data Governance: - **Data Governance:** Taxonomy Design, Metadata Modeling, Information Architecture, Data Classification, Content Governance - **Program Management:** Darden PM Specialization, Cross-Functional Leadership, Stakeholder Alignment, Change Management - **Tools:** SQL, Python, Databricks (Certified), Confluence, Notion, Jira, Git/GitHub Actions, REST APIs - **Frameworks:** Data Lifecycle Management, Governance Policies, Compliance Standards, Audit Workflows --- ## EXPERIENCE ### Cisco (via Splunk Acquisition) – Manager, [Role Title - Customize] | May 2024 - Current **Product / PM Focus:** - Owned product roadmap for AI-powered content systems, translating user needs into technical specifications - Designed content governance strategy ensuring regulatory alignment across all product teams - Built automated detection systems identifying content risks and policy violations at scale - Architected migration of 5,000+ assets to unified taxonomy with moderation metadata, improving risk assessment by 20% **Content Design / UX Focus:** - Established content guidelines, standards, and best practices adopted across product and engineering teams - Led cross-functional collaboration with design, product, technical writing, and marketing to ship coherent experiences - Applied systems thinking to audit existing flows and define scalable content patterns for onboarding and daily use **Service Design Focus:** - Defined medium-term vision for software-to-service experience across product and support touchpoints - Led cross-functional collaboration with Product, Engineering, CX, and Marketing to ship cohesive experiences - Facilitated strategic workshops with leadership to align on customer journey priorities and business impact **Content Strategy / Leadership Focus:** - Own enterprise content strategy, aligning documentation priorities with product roadmaps and customer success - Lead cross-functional initiatives with Product, Engineering, and Support to ensure documentation reflects customer needs - Implemented governance frameworks and quality standards across all technical content touchpoints - Drove innovation in AI-assisted content delivery, improving documentation scalability and automation **Data Governance Focus:** - Led cross-functional governance initiatives across engineering, product, and operations teams - Implemented enterprise-wide data standards and classification frameworks adopted across multiple business units - Managed program roadmap for taxonomy migration, coordinating stakeholders and tracking milestones in project tools - Applied systems thinking to audit existing data flows and define scalable governance patterns **Technical / Solutions Focus:** - Directed documentation roadmap for AI enablement tools, translating ML requirements into technical guidance - Established content engineering standards treating documentation as structured data, increasing publishing velocity by 25% - Architected migration of 5,000+ content assets to unified data model, improving discoverability by 20% **General / Metrics:** - Created and implemented documentation strategy supporting usability and innovation across cross-functional teams - Established documentation standards ensuring consistency across all customer-facing content - Directed documentation roadmap for data platform capabilities, aligning technical materials with product releases - Relied on metrics and analytics to understand content utility, identify areas for review, and drive planning --- ### Splunk – Senior Staff [Role Title - Customize] | Sep 2020 - May 2024 **Product / PM Focus:** - Led cross-functional initiative to implement content-as-code pipeline, increasing deployment velocity by 30% - Partnered with Legal and Compliance to define content policies and enforcement workflows - Built role-based access and content classification systems, reducing unauthorized content exposure by 20% - Collaborated with Product, Engineering, Marketing, and Legal to maintain content quality across experiences **Content Design / UX Focus:** - Crafted in-product language, education materials, and interface copy for enterprise developer platform - Redesigned information architecture with role-based navigation, reducing support tickets by 20% - Solicited feedback from UX design peers and conducted user research to inform content decisions **Service Design Focus:** - Mapped user journeys and service architectures identifying opportunities to improve end-to-end experience - Partnered with R&D, support, and operations teams to co-design and implement service improvements - Reduced support escalations by 20% through holistic redesign of self-service and assisted support flows **Content Strategy / Leadership Focus:** - Engineered content-as-code pipeline enabling CI/CD-based publishing, increasing deployment velocity by 30% - Partnered with Product and Engineering to influence documentation requirements early in development lifecycle - Constructed role-based content classification systems improving discoverability and reducing unauthorized access by 20% - Mentored junior writers and defined content specifications adopted across multiple product lines **Data Governance Focus:** - Designed metadata model and information architecture for enterprise data management platform - Partnered with engineering and product teams to establish data governance policies and enforcement workflows - Spearheaded transition to version-controlled content pipeline, ensuring data provenance and audit trails - Reduced data quality issues by 20% through improved classification and role-based access controls **Technical / Solutions Focus:** - Spearheaded transition to docs-as-code pipeline (Markdown/Git), increasing documentation deployment frequency by 30% - Redesigned Developer Portal information architecture for role-based pathways, reducing integration support tickets by 20% - Created technical Data Management onboarding guides, reducing "time-to-hello-world" for new developers by 2 weeks - Designed metadata model for platform documentation, driving 12% increase in content adoption via structured navigation - Authored API references, SDK guides, and integration documentation for enterprise data management platform - Conducted in-depth interviews with subject matter experts to understand architecture and document system behavior --- ### Workday – [Role Title - Customize] | Apr 2015 - Sep 2020 **Product / PM Focus:** - Developed content systems for 10,000+ users across Student Financials, a regulated product domain - Established content review workflows and approval processes ensuring compliance with financial regulations - Refactored 300+ content assets implementing consistent classification and metadata standards - Coordinated content releases across 4 product domains within agile sprints, ensuring 100% on-time delivery **Content Design / UX Focus:** - Authored in-product content and education materials for 10,000+ users across regulated SaaS platform - Simplified complex workflows into human, approachable language for technical and non-technical audiences - Refactored 300+ content assets applying consistent terminology standards, reducing user errors by 15% **Service Design Focus:** - Designed service experiences for 10,000+ users across enterprise SaaS platform in regulated industries - Translated complex workflows into intuitive touchpoints serving both technical and non-technical audiences - Improved task completion by 15% through journey optimization and consistent experience patterns **Content Strategy / Leadership Focus:** - Developed documentation systems serving 10,000+ users across enterprise SaaS products - Scaled content processes across 4 product domains, ensuring 100% on-time delivery within agile sprints - Refactored 300+ documentation assets implementing structured authoring and consistent metadata standards - Instituted feedback loops between customers and Product teams to continuously improve content quality **Data Governance Focus:** - Developed taxonomy and data models for 10,000+ users across regulated financial product domain - Refactored 300+ data assets applying consistent governance standards, reducing errors by 15% - Coordinated data releases across 4 product domains within agile sprints, ensuring compliance with regulations **Technical / Solutions Focus:** - Developed interactive documentation and job aids for 10,000+ users, establishing patterns that reduced support dependency - Refactored 300+ technical assets with semantic rigor, improving clarity and reducing support errors by 15% - Coordinated documentation releases across 4 product domains, ensuring 100% on-time publication within agile sprints - Simplified complex financial workflows into accessible content for technical and non-technical audiences - Wrote in formal technical writing style (active voice, consistent tenses) aligned with enterprise standards --- ## THOUGHT LEADERSHIP - **Author:** "LeCun, Lewis, and the Limits of Language" - Analysis of LLM capabilities, limitations, and implications - **Speaker:** Delivered masterclasses on "Mental Models for Decision Making" to 200+ conference attendees - **Educator:** Translated complex abstract concepts into clear, structured frameworks for diverse audiences - **Facilitator:** Led cross-functional workshops aligning stakeholders on strategy, priorities, and business impact - **On-Camera:** Co-hosted a personal podcast discussing big ideas and concepts in the "concept kitchen" --- ## EDUCATION University of California, Berkeley | B.A. English | 2012 - 2014