John Tocado is a seasoned technologist who has spent the last 3 years adding a technical understanding of Artificial Intelligence (AI) and Machine Learning (ML) to his 30 years of contact center experience. As Principal Analyst for Systems Development at JLG Industries since 2015, he has been instrumental over the last two years developing an AI/ML solution for the company's North American Technical Support contact center. Notably, John facilitated the introduction of ChatGPT to select employees, was involved in the creation of the first AI/ML strategic whitepaper and has presented on AI/ML advancements to JLG's executive leadership, including the VP of Data Technology. John's expertise encompasses AI/ML project leadership, computer telephony engineering, business analysis, and project management. His prior roles include Senior Telephony Engineer contracting for IBM on the Sprint account and Contract Project Manager at PPL, where he led cross-functional teams in deploying and troubleshooting complex technological solutions. Holding a Master's in Restorative Practices and Youth Counseling from the International Institute for Restorative Practices and a Bachelor's in Economics from Marshall University, John combines technical acumen with strong interpersonal skills. A certified Dale Carnegie Instructor, his certifications include Data Science and Machine Learning from Great Learning, Machine Learning Engineering for Production (MLOps) from Coursera, and Advanced Certified ScrumMaster (A-CSM) from Scrum Alliance. An advocate for continuous learning, John has attended MIT's EmTech Digital and Future Compute conference where he first became aware of the promise of commoditized machine learning and how it might be implemented for Field Service. His unique blend of technical expertise and emotional intelligence positions him to effectively bridge the gap between AI engineers and business stakeholders, driving successful real-world solutions in the AI/ML space.