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I'm Daniel Mihai Ion, an AI/ML engineer focused on turning data into practical improvements for consumer electronics and technical support workflows. I work hands-on with data extraction using SQL, model development in Python, and deploying ML and LLM services on cloud platforms, plus integrating them with support tools. My experience includes ticket classification, response suggestion systems, device telemetry analysis, and developing LLM-based assistants for end users and support agents. I enjoy collaborating with cross-functional teams to deliver reliable, scalable solutions that enhance customer experiences.…I'm Daniel Mihai Ion, an AI/ML engineer focused on turning data into practical improvements for consumer electronics and technical support workflows. I work hands-on with data extraction using SQL, model development in Python, and deploying ML and LLM services on cloud platforms, plus integrating them with support tools. My experience includes ticket classification, response suggestion systems, device telemetry analysis, and developing LLM-based assistants for end users and support agents. I enjoy collaborating with cross-functional teams to deliver reliable, scalable solutions that enhance customer experiences.

Daniel Mihai Ion

AI Engineer, Data Scientist, Data Analyst, +2

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I'm Daniel Mihai Ion, an AI/ML engineer focused on turning data into practical improvements for consumer electronics and technical support workflows. I work hands-on with data extraction using SQL, model development in Python, and deploying ML and LLM services on cloud platforms, plus integrating them with support tools. My experience includes ticket classification, response suggestion systems, device telemetry analysis, and developing LLM-based assistants for end users and support agents. I enjoy collaborating with cross-functional teams to deliver reliable, scalable solutions that enhance customer experiences.…I'm Daniel Mihai Ion, an AI/ML engineer focused on turning data into practical improvements for consumer electronics and technical support workflows. I work hands-on with data extraction using SQL, model development in Python, and deploying ML and LLM services on cloud platforms, plus integrating them with support tools. My experience includes ticket classification, response suggestion systems, device telemetry analysis, and developing LLM-based assistants for end users and support agents. I enjoy collaborating with cross-functional teams to deliver reliable, scalable solutions that enhance customer experiences.

Available to hire

I’m Daniel Mihai Ion, an AI/ML engineer focused on turning data into practical improvements for consumer electronics and technical support workflows. I work hands-on with data extraction using SQL, model development in Python, and deploying ML and LLM services on cloud platforms, plus integrating them with support tools.

My experience includes ticket classification, response suggestion systems, device telemetry analysis, and developing LLM-based assistants for end users and support agents. I enjoy collaborating with cross-functional teams to deliver reliable, scalable solutions that enhance customer experiences.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Language

English

Fluent

Work Experience

AI/ML Engineer at Logitech

November 1, 2024 - Present

Implemented an LLM-based support assistant using LangChain and OpenAI APIs with retrieval-augmented generation (RAG) over internal documentation. Built a ticket classification model using Scikit-learn and Transformer-based models, deployed via FastAPI and integrated with the ticketing system. Developed a response suggestion service generating draft replies for common issues; tracked acceptance and edit rates to refine prompts. Deployed ML services on AWS using Docker and EC2, with GitHub Actions for CI/CD and MLflow for model versioning and evaluation tracking. Defined and executed LLM evaluation sets covering refusal behavior, safety, and adherence to documentation.

Data Scientist at Samsung Electronics (Customer Support Analytics)

July 1, 2020 - October 1, 2024

Analyzed support tickets and call logs using SQL and Python to identify recurring failure patterns across device models and firmware versions. Trained classification and regression models to estimate first-contact resolution probability and expected handling time. Built NLP pipelines with spaCy and HuggingFace models to tag issue types and detect error code references. Developed scheduled ETL workflows with Airflow to refresh datasets and model inputs. Delivered Power BI and Tableau dashboards used by operations teams as the primary analytics interface.

Data Analyst at TP-Link

January 1, 2017 - June 1, 2020

Analyzed router and modem support data using SQL and Excel, focusing on issue frequency by firmware, ISP, and region. Aggregated device telemetry and support events to identify recurring disconnections and configuration errors. Built recurring Tableau and Power BI reports for support leadership covering SLA and backlog metrics. Standardized issue labels in collaboration with engineering teams to ensure consistent reporting.