Desmond Adongo
AI Consultant · UW System Regent · Interactive Web Management
I help small businesses turn real workflows into practical AI and automation, contribute to higher education governance across Wisconsin, and build web, marketing, and infrastructure projects that solve real problems.
Experience
- Consult directly with small business clients to map workflows, identify operational bottlenecks, and turn business needs into practical AI and automation opportunities across content, customer support, scheduling, and admin work
- Translate client requirements into working implementations, handling workflow logic, data transformation, testing, troubleshooting, and rollout support
- Build and deploy AI-assisted workflows using n8n, Zapier, APIs, webhooks, and OAuth, connecting business tools to reduce manual work and improve consistency
- Develop multi-step automations for content publishing, document generation, intake processing, and client communications, including workflows connecting Google Forms, Sheets, Docs, Drive, Gmail, and WordPress
- Guide clients through the AI adoption lifecycle, from initial needs analysis and tool selection to implementation and integration support
- Create reusable documentation, process guides, and handoff materials so solutions can be maintained, repeated, and adapted for future client needs
- Appointed by the Governor of Wisconsin to an 18-member governing body responsible for oversight, policy direction, and strategic planning of the state's higher education system
- Governance & Strategy: Participate in monthly board meetings and committee sessions, including Business & Finance and Academic & Student Affairs, to evaluate and approve policies on tuition, academic programs, facilities, and institutional governance
- Financial Oversight: Provide fiduciary oversight for system finances, including reviewing and approving multi-million dollar operating and capital budgets, ensuring fiscal responsibility and alignment with state legislative mandates
- Executive Leadership: Participate in hiring and performance evaluation of system-level executives, including the UW System President and Chancellors of individual universities
- Stakeholder Engagement: Represent the Board to state legislators, government officials, business leaders, and the public, advocating for system needs and higher education initiatives
- Policy Development: Contribute to committees developing policies on tenure, shared governance, diversity and inclusion initiatives, student success metrics, and strategic planning
- Accreditation & Standards: Ensure institutions within the UW System adhere to accreditation standards and maintain academic integrity and operational efficiency
- Analyzed 200+ service desk tickets and virtual agent chat logs to identify recurring user pain points and enhance bot responses using Excel
- Drafted and refined 50+ user-facing chatbot messages, incorporating feedback from service desk staff and end users to improve clarity and effectiveness
- Configured Jira Service Management with Atlassian Intelligence, including creation and refinement of AI intents and automation flows to improve ticket routing and resolution efficiency
- Collaborated with Jira administrators and service desk teams to align virtual agent behavior with evolving ITSM standards, including incident and request management
- Built and tested automation workflows, expanding AI intent coverage by 50+ intents and reducing manual escalations
- Designed internal documentation and marketing materials including flyers, posters, digital guides, and chatbot usage guides to promote adoption of the virtual assistant across campus
- Orchestrated a large-scale ethnographic study across 20+ field sites using ArcGIS Survey123 to capture and map geospatial data for regional analysis
- Co-designed the research framework with fellow researchers, including 25 targeted interview questions built to surface specific user behaviors and insights
- Conducted, recorded, and transcribed 60+ semi-structured interviews, applying qualitative coding techniques to synthesize unstructured data into actionable themes
- Transformed raw qualitative data into structured reports using Excel and ethnographic methodologies to identify patterns and validate research hypotheses
- Served as the primary point of contact between the L&D function and business leadership, translating shifting operational priorities into development strategies
- Documented and standardized policies, including new hire probation and attendance, that had never been formally written down, bringing more consistency to how 200+ employees were managed
- Partnered with sales, operations, and business leads to redesign training for 300+ contact center agents, tying programs more directly to the performance metrics that mattered
- Managed a portfolio of 25+ training programs, using learner feedback and performance data to prioritize updates based on organizational impact
- Built a systematic process for collecting and acting on learner feedback using Power Automate, Forms, Outlook, and Excel, cutting down on manual follow-up after every training cycle
- Set up tracking in Microsoft Forms and Excel so the team could see how programs were landing, and shared that data with managers using Axonify and Moodle
- Owned the satellite contact center training partnership, onboarding trainers, setting quality standards, and evaluating 50+ virtual sessions using the BIER model
- Worked with sales managers and business partners to redesign how 300+ agents were trained on sales and communications, building programs around the outcomes needed
- Built 25+ new hire and ongoing training programs using ADDIE and Backward Design, starting from the business goal and working backward to what learners needed to know and do
- Ran 50+ virtual training sessions as lead trainer for the satellite contact center, coaching external trainers during delivery and writing formal evaluations after each session
- Built a learner feedback system from scratch using Power Automate, Microsoft Forms, Outlook, and Excel so each training cycle could learn from the last one
- Kept LMS platforms including Axonify and Moodle running day to day, managing enrollments, setting up learning paths, and troubleshooting issues
- Coached team members over 6+ years using the BIER model, giving feedback a consistent structure
Education
Bachelor of Science in Interactive Web Management
University of Wisconsin Oshkosh
Skills
→ AI & Automation
→ Digital Marketing & Analytics
→ Content & Design
→ Data & Analytics
→ Product & Systems
→ Instructional Design & L&D
→ LMS & EdTech
→ Platforms
→ Programming
→ Diagramming & Docs
→ IT & Infrastructure
→ Certifications
Projects
ITSM Virtual Agent and Automation Modernization
Analyzed 200+ service desk tickets and chatbot logs to design and refine AI intents, knowledge responses, and automation flows for Jira Service Management. Supported the September go-live and tracked early production results over the first 4 months: 77 conversations, 96% assisted, 82% resolved, 55% AI-resolved, 5.0 CSAT, with 50+ intents and 50+ chatbot messages added.
AI Workflow Automation for Small Businesses
Ran discovery sessions with clients, mapped end-to-end workflows, and identified where AI tools could make a real difference across content creation, customer support, scheduling, and task automation. Delivered implementation support and left clients with documentation they could use after the engagement ended.
WordPress E-commerce Website Build
Built a full e-commerce website in WordPress, handling site setup, page design, product configuration, checkout experience, and front-end implementation. Used Beaver Builder and WooCommerce to create a mobile-friendly storefront, applied technical SEO across structure, metadata, headings, images, and blog content, and configured SSL, caching, and performance plugins.
Social Media Marketing Simternship
Completed a competitive Stukent social media marketing simulation requiring campaign planning, audience targeting, budget allocation, content testing, and KPI analysis. Ranked 2nd in Round 12, Social Media 3, generating $1.74M in simulated revenue with 21,800 conversions, 1.05M engagements, and 21.1M impressions, then translated round-by-round data into content strategy adjustments.
Digital and Social Media Campaign
Planned and executed a multi-platform social media campaign for AMP 440, covering audience research, content calendar planning, creative production, and platform-native copy. Adapted messaging, tone, format, and visuals for each platform, tracked engagement and reach, and documented results in a final post-mortem to guide future campaign iterations.
Community Benefit Tree Social Media Audit
Audited a nonprofit client's social media presence across platforms, evaluating content mix, posting cadence, brand voice consistency, and audience engagement. Benchmarked performance against nonprofit peers and delivered prioritized recommendations for content pillars, posting schedule, and engagement tactics aligned to mission and reach goals.
Community Benefit Tree Website Audit
Audited a nonprofit website using Google Analytics 4 reports across acquisition, engagement, and behavior to evaluate traffic sources, page performance, and user paths. Synthesized GA4 findings into prioritized recommendations for site structure, content strategy, and on-page improvements to lift engagement and conversions.
Self-Hosted Homelab & Infrastructure Virtualization
Built and administered a self-hosted virtualized environment using Proxmox and Docker, provisioning and maintaining 6 virtual machines and 6 containers to support multiple production-style services. Hosted a WordPress staging server, automated recurring workflows with n8n, configured secure remote access through Cloudflare DNS and tunneling, and managed ongoing Linux server maintenance.