Istifan S.

Key Skills

Software

HiveMind

Labelbox

Mercor

OneForma

Top Subject Matter

Customer support ticket classification (NLP)

Sentiment analysis for support tickets (NLP)

Top Data Types

Text

Image

Computer Code Programming

Top Task Types

Fine-tuning

Classification

Object Detection

Transcription

Computer Programming/Coding

Freelancer Overview

Software Engineer (AI Integration) — TechSolutions Inc. (Remote). Brings 5+ years of professional experience across complex professional workflows, research, and quality-focused execution. Core strengths include Hugging Face. Education includes Bachelor of Science, Kenyatta University (2022) and AWS Certified Cloud Practitioner, Amazon Web Services (2023). AI-training focus includes data types such as Text and labeling workflows including Fine-tuning and Classification.

Labeling Experience

Software Engineer (AI Integration) — TechSolutions Inc. (Remote)

TextFine-tuning

Fine-tuned a BERT model for ticket classification using internal support ticket text. This work involved preparing and using labeled text data to train and improve the classifier’s accuracy. The resulting model reduced manual triage time by automating classification decisions. • Model fine-tuning for ticket classification • Labeled ticket text used for training • Performance improvement to 86% accuracy • Reduced manual triage workload by 10 hrs/week

2023 - Present

Junior Software Engineer — Marpacard Software (Nairobi, Kenya)

TextClassification

Added a sentiment analysis endpoint using a Hugging Face NLP pipeline to analyze support ticket text. This required leveraging pre-labeled/structured text data outputs to provide sentiment categories through an API service. The implementation reduced the time spent on support ticket handling. • Sentiment analysis via Hugging Face pipeline • Text classification output delivered through REST endpoint • Decreased support ticket resolution time by ~2 minutes • Integrated NLP model into backend service

2022 - 2023

Education

Work History