Practical thoughts on IT support, customer success, automation, and building systems that work
Research puts the pilot-to-production failure rate at 88%. Here's what's actually stopping AI agent projects from shipping — and the four-question filter to apply before you build anything.
Zendesk's AI now auto-bills per resolved ticket since January 2026 — with no cap warning. Here's the real math at different support volumes, and how Help Scout is playing a different game.
A practitioner's account of building an n8n + Claude API workflow that autonomously handles support ticket triage — before Gartner named it the hottest technology of 2026.
A practitioner's honest take on which certifications open real doors — CompTIA, Microsoft, Google — and which ones belong at the bottom of your priority list.
OpenAI's $4 billion Deployment Company just landed 150 engineers ready to embed inside your organization. Here's what in-house IT ops and automation specialists need to understand about the shift.
ServiceNow's Autonomous Workforce claims to resolve 90% of L1 IT requests with no human in the loop. What it actually replaces, what it doesn't, and what to do if you're in IT support right now.
I run both models in production across support, automation, and IT ops. Here's where each one actually earns its keep — and where each will let you down.
The best support teams in 2026 are winning by defaulting to async. Not because it's trendy — because the math finally works. Here's what changed and how to make the shift.
Google, Yahoo, and Microsoft now hard-reject unauthenticated email. Here’s the plain-English guide to getting SPF, DKIM, and DMARC live before a bounced email costs you a client.
Most IT teams have an offboarding checklist. Most don’t complete it consistently. Here’s how to automate access revocation, M365 licence removal, and SaaS suspension so nothing slips after a departure.
Vibe coding and AI code generation are flooding helpdesks with a new class of ticket. Here’s what I’m seeing — and how IT support teams need to adapt.
I run both tools in production. Here’s the real cost math, what each platform genuinely does better, and the three questions I ask before recommending one over the other.
Agentic AI is resolving tickets autonomously — and sometimes incorrectly. Here’s the governance layer, confidence thresholds, and escalation design that separate a safe deployment from an expensive mess.
The rebrand is a name change. The licensing confusion, new ticket types, and admin overhead it created are very real. Here’s what IT support teams are actually dealing with.
The unglamorous story behind climbing from ICT attaché to ICT Officer — the year of grunt work, the decisions that compounded, and what I’d undo.
Most CS grads fight for a narrow slice of the tech job market. The wider world of IT support, ops, automation, and CX pays well, hires faster, and compounds quickly.
A week-by-week guide to the first 100 days in a new IT or ops role — who to meet, what to document, what to improve, and what to leave alone.
One n8n workflow eliminated manual customer data entry, gave the team back 12+ hours weekly, and pushed efficiency up 35%. Here’s the full build, node by node.
Lessons from rebuilding IT at a 300-person NGO across East Africa — policy before tools, Active Directory design, offline-first thinking, and field champions.
Five lessons from building a global tech career from Kenya — why certifications open doors a degree doesn’t, what remote work demands, and why your geography is an asset.
Forget CSAT, NPS, and response time. If you’re not measuring FCR, you’re optimizing for the wrong thing. Here’s why — and how to hit 95%+.
After 5+ years and 1,000+ tickets, here are the practices that consistently drive 95%+ first-contact resolution and keep customers coming back.
The industry is obsessed with fast replies. But a 2-minute “let me check” is worse than a 15-minute answer that solves everything.
Not a knowledge base — a playbook. The “how we handle X” doc that turns new agents into experts in days instead of weeks.
A real-world walkthrough of the n8n automations I built to handle ticket routing, AI-drafted responses, and escalation — cutting response times in half.
Support shouldn’t be siloed. How to guide users without blame, build feedback loops, and create a culture where everyone owns the customer experience.
From supporting 200+ staff at a Kenyan NGO to building AI-powered workflows for US SaaS companies — how IT bridges gaps and transforms lives.
The best support ticket is the one that never gets created. A breakdown of why most issues are preventable and the systems that stop them upstream.
Most CRMs are used as address books. Here’s how to turn Pipedrive and GHL into automation engines — with lead scoring, sequences, and real results.
Clay for enrichment, Apollo for contacts, Instantly.ai for sending, Pipedrive for CRM. The full stack that grew our pipeline by 40%.
The hype vs reality of AI in support. What Claude and ChatGPT actually do well, what still needs a human, and the “AI drafts, human sends” model.
Unreliable internet, varied tech literacy, and no on-site presence. How I supported 200+ users across East Africa with M365, VPNs, and local IT champions.