Will Humphry

At Appfolio, Will led a cross-functional initiative to redesign the customer support model around AI-assisted triage and resolution — reducing unnecessary contact volume while improving the quality of interactions that did require human involvement. The work spanned tooling decisions, team structure, and process design across a support organization serving a large property management customer base. Outcome: measurable contact deflection and a support operation better equipped to scale.

At Intuit, Will drove operational improvements in Customer Experience that reduced avoidable contact and improved first-contact resolution across a high-volume support environment. The engagement combined data analysis, workflow redesign, and cross-team coordination — the kind of work that requires equal comfort reading a metric dashboard and running a working session with frontline teams. The result was a leaner, more responsive operation without a proportional increase in headcount.

Two production sites built from scratch for energy-sector clients: StrataEP, a strategic consulting and advisory firm, and Nexus Energy Holdings, an energy acquisition and investment company. Each project covered brand identity (including the Nexus interlocking-rings mark in navy), copy, full Astro build, and Netlify deployment. Both are live in production, each with its own domain, analytics, and deployment pipeline. Fast-loading, zero unnecessary JavaScript, designed to project credibility to executive audiences.

humphryorganics.com is the infrastructure hub for Will's client web work — a self-hosted environment running on a Hetzner VPS with Docker, Nginx, Dokploy for deployment orchestration, and Cloudflare Tunnel for secure external access. The two client sites deploy automatically from GitHub on push. The stack is reproducible, documented, and built to operate without babysitting. It's also the thing that lets Will move quickly on new client work: the pipeline exists, the tooling is dialed in, and new properties can go from zero to production in a single session.

A home server environment built to run serious workloads: Tailscale mesh networking, Authentik SSO, reverse proxy with Traefik, a self-hosted Matrix server for secure communications, and a full media stack — all on commodity hardware, all version-controlled and documented. Not a hobbyist tinkering project. The homelab demonstrates what Will actually does when he's learning something: he puts it into production, watches it fail, and fixes it until it doesn't. The same instincts that run this environment run the client infrastructure.