Practical thoughts on IT support, customer success, automation, and building systems that work
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 Kenya and Tanzania — 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 Kenya and Tanzania with M365, VPNs, and local IT champions.