Scott Birkner

About Scott Birkner

Cisco Software Engineer specializing in AI | Statistics Major| Computer Programming (CS Coursework) Minor at North Carolina State University

Experience

1. Software Engineer

   Cisco

   Jul 2022 — Present · Raleigh-Durham-Chapel Hill, NC, US

   Implemented ServiceNow Task Intelligence and Predictive Intelligence AI models to reduce user friction on support cases. Trained on over historical cases, the models accurately predicted user intent using just two input parameters, streamlining resolution and enhancing the user experience.Developed an NLP-based machine learning model to enhance search relevancy by stemming suffixes, removing stop words, and applying a TF-IDF algorithm. This moved the system from exact keyword matching to semantic understanding, significantly improving search accuracy and reducing user friction.Built an Agentic AI Jira bot for Webex using OpenAI, Jira, and Webex APIs. The bot delivered daily ticket digests and enabled natural language commands for ticket management via Webex, with OpenAI interpreting user input and updating Jira accordingly.Set up the team\'s Java Application to use a DynamoDB AWS backend and built out the code with AWS Libraries to interact with our Java Application while keeping keys stored securely on internal servers.Led internal and external presentations on Generative AI and Machine Learning, providing practical overviews of AI principles, new products, and workplace application.Decommissioned a legacy Java Spring Boot chat application, migrating functionality to a unified Cisco platform. Managed shutdown of internal pods and CI/CD pipelines (Jenkins/Spinnaker), streamlining infrastructure.Developed and customized in ServiceNow, including managing tables, server and client-side JavaScript functions, and enhancing UI with HTML/CSS. Integrated REST APIs to extend platform capabilities.

Education

• North Carolina State University

  Minor, Computer Science

• Apex High School

  High School Diploma

  2014 — 2018

• North Carolina State University

  Bachelor's degree, Statistics

  2018 — 2022