Available for advanced MSP automation projects
Hi, I'm Kabir Sharma
Automation Specialist
I’m an Automation Engineer focused on building AI-driven workflows, PSA/RMM integrations, SOC alert reduction, and user lifecycle automation. I work on technologies like Rewst, OpenAI, Entra ID, Google Workspace, Graph API, Autotask, HaloPSA, and Datto RMM to help MSPs eliminate repetitive tasks and improve SLA performance.
My goal is simple: create scalable automation frameworks that reduce manual effort, improve operational consistency, and give engineers more time to focus on high-impact work.
About Me
I specialize in building automation and AI workflows for MSP environments — taking noisy, manual processes and turning them into clean, scalable systems.
Building reliable automation that MSP teams can trust in production.
I come from inside the MSP world — from coordinating tickets and SLAs to designing automation frameworks. That gives me a unique advantage: everything I build is grounded in how real engineers work, not just how tools are "supposed" to work.
From AI-assisted L1 agents, SOC alert reduction flows, to fully automated onboarding and offboarding, I’m focused on one thing: making operations smoother, faster, and more predictable.
Why I Build Automation
I love taking messy workflows, scattered tools, and vague requirements — and turning them into clear, repeatable automation that teams actually want to use.
How I Think
I think in systems: inputs, outputs, edge cases, and guardrails. Every workflow must be observable, debuggable, and safe to evolve.
What I Care About
Experience — both for engineers and end users. Automation should feel like an upgrade, not a fight with a black box.
Principles
Secure by default, minimal access, clear logging, and workflows that your team could maintain without me in the room.
Years in MSP Space
Automation Projects
Client Environments
Avg. Time Saved
Core Values
Precision & Performance
Every automation I build is engineered for accuracy, speed, and reliability. High-performance workflows that scale without breaking are non-negotiable.
Security & Privacy
Secure architectures, clean access boundaries, and privacy-first engineering guide every decision. Strong security is built in — not added later.
Scalable Innovation
Whether it's building multi-tenant automation systems or designing AI workflows, everything is built with long-term growth and adaptability in mind.
Skills that support real MSP automation work.
RPA & Automation
- •Rewst Automation
- •n8n Workflows
- •Power Automate
- •Zapier / Make (concepts)
- •Jinja2 Logic Templates
AI & Intelligence
- •OpenAI Assistants
- •AI Troubleshooting Engines
- •Ticket Categorization Models
- •AI First Response Systems
PSA Tools
- •Autotask
- •HaloPSA
- •ConnectWise Manage
RMM Tools
- •Datto RMM
- •NinjaOne
- •Atera
- •N-central
Office 365
- •Azure AD / Entra ID
- •Microsoft 365 Admin
- •Exchange Online
- •Office Licensing Automation
- •User Provisioning / Deprovisioning
SOC & Security
- •Barracuda Security Automation
- •WatchGuard Integrations
- •SOC Alert Reduction
- •Security Remediation Workflows
Integrations
- •Postman
- •REST API Webhooks
- •Graph API
- •Google Admin SDK
- •PSA/RMM API Integrations
My work as an Automation Engineer
Automation Engineer
IT By Design · 2025 – Present
I design, build, and maintain automation workflows that reduce repetitive work, increase SLA adherence, and scale MSP operations using AI and modern automation tooling.
Autonomous L1 Engineering
- • Built workflows that classify, route, and resolve tickets end-to-end.
- • Integrated OpenAI + Rewst to automate triage and add contextual PSA notes.
- • Eliminated 60–75% of repetitive L1 workload across multiple MSPs.
AI-Driven Ticketing Automation
- • Created AI-first-response engines reducing response times to under 30 seconds.
- • Generated SLA-safe responses, ticket summaries, and troubleshooting steps.
Troubleshooting Intelligence
- • Designed AI workflows trained on client-specific documentation.
- • Delivered environment-aware troubleshooting suggestions reducing escalations by 35%.
User Lifecycle Automation
- • Automated Microsoft + Google onboarding/offboarding (accounts, groups, licenses, security).
- • Reduced provisioning time from 45 minutes to under 5 minutes.
SOC & Security Automation
- • Built Build IT–showcased travel SOC alert whitelisting workflows.
- • Reduced SOC noise by 80% through contextual alert validation.
Automation Engineering Practices
- • Built reusable Jinja templates, modular API integrations, and workflow blocks.
- • Standardized automation deployment across multiple MSP environments.
Automation projects built for MSP environments.
These are real-world workflows built around Rewst, OpenAI, PSA/RMM tools, and cloud identity platforms. Each project is designed to reduce noise, protect SLAs, and give engineers more time to focus on complex work.
Autonomous L1 Agent
Lead Automation Engineer
AI-driven ticket triage, classification & automated resolution.
- •Uses Rewst + OpenAI to classify, route, and resolve tickets.
- •Auto-writes SLA-compliant responses.
- •Executes sub-workflows for full issue resolution.
Key Outcomes:
- ✔Reduced L1 workload by 60–75% across MSP environments.
- ✔Cut average response time from minutes to under 20 seconds.
- ✔Achieved 100% standardized ticket notes across all clients.
Problem: MSP engineers were overwhelmed with repetitive L1 queues and inconsistent triage accuracy.
Solution: Built an AI-powered routing and self-healing engine using Rewst + OpenAI with contextual memory and multi-step verification.
Impact: Tripled response speed, removed up to 70% repetitive workloads, and greatly improved SLA compliance.
Tech Used:
AI First Response System
Automation Architect
Instant AI-generated replies, SLA protection, and auto-resolve capabilities.
- •Generates context-aware PSA notes.
- •Resolves simple tickets automatically.
- •Writes tailored troubleshooting advice.
Key Outcomes:
- ✔Reduced engineer workload by 40%.
- ✔Achieved sub-30-second first responses.
- ✔Improved client satisfaction and SLA adherence.
Problem: High ticket volume of simple issues slowed engineers and harmed SLAs.
Solution: Created an automated AI-first-response engine that drafts replies, logs work, and triggers workflows.
Impact: Cut initial response times from hours to seconds; increased team efficiency significantly.
Tech Used:
AI Suggested Troubleshooting
AI Workflow Engineer
Automated troubleshooting suggestions based on client environments.
- •AI trained on MSP and client-specific documentation.
- •Returns step-by-step troubleshooting actions.
- •Reduces error rates and improves consistency.
Key Outcomes:
- ✔Lowered L2 escalations by 35%.
- ✔Standardized troubleshooting quality across engineers.
- ✔Reduced time-to-resolution for technical issues.
Problem: Troubleshooting quality varied widely by engineer experience.
Solution: Built AI-driven guidance that understands each environment and recommends tailored steps.
Impact: Improved accuracy, reduced escalations, and empowered junior engineers.
Tech Used:
Travel SOC Alerts Automation
SOC Automation Developer
Build IT 2025–featured workflow reducing travel alert noise.
- •Auto-parses travel-based login alerts.
- •Validates travel patterns.
- •Suppresses false positives intelligently.
Key Outcomes:
- ✔Reduced SOC alert noise by 80%.
- ✔Featured at Build IT 2025 for innovation.
- ✔Made SOC teams 5× more efficient.
Problem: Travel login alerts flooded SOC teams, causing fatigue and missed real threats.
Solution: Built a context-aware validation workflow using geo-awareness, travel patterns, and automated whitelisting.
Impact: Significantly reduced noise while improving security posture.
Tech Used:
User Onboarding & Offboarding Automation
Automation Engineer
Provisioning & deprovisioning automation for multiple clients.
- •Creates users, groups, licenses, mailboxes & signatures.
- •Handles permissions, documentation, and access removal.
- •Secure, auditable offboarding workflow.
Key Outcomes:
- ✔Reduced provisioning time from 45 minutes to 5 minutes.
- ✔Eliminated human errors in provisioning.
- ✔Improved security by enforcing consistent offboarding steps.
Problem: Manual onboarding was slow, inconsistent, and error-prone.
Solution: Built a fully automated onboarding/offboarding engine with standardized processes.
Impact: Dramatically increased efficiency and reduced onboarding delays across clients.
Tech Used:
Certifications
Resume
View or download my complete professional resume.
View ResumeGet In Touch
Whether you're looking to streamline MSP operations, automate complex workflows, or explore AI-driven processes — I’d love to collaborate.