A Control Nobody Checks Is Just an Assumption
Two small things that weren’t broken, and why ‘it’s automated’ isn’t the same as knowing it works.
IT Support
From Fixing Problems to Asking Why They Keep Happening
How my thinking has developed from fixing individual issues to looking at the service around them.
The Ticket Told Me One Thing. The Evidence Told Me Another.
·7 mins
Why the first description of a problem is the starting point, not always the diagnosis.
What Changes When You're the Engineer on Site
What I’ve learned from being the engineer responsible for customer support on-site.
What Working in an MSP Has Taught Me About IT
·8 mins
What working across multiple customer environments has taught me about support, communication and service.
What a Good Escalation Actually Looks Like
What I try to include when handing a technical issue to another team.
The Problem With Just Closing the Ticket
Why resolving an incident can be useful while still leaving a wider problem worth looking at.
When "It's Not Working" Isn't Enough
·6 mins
Why turning a vague support issue into something you can actually investigate matters.
What 13 Years in the Army Taught Me About IT
·8 mins
What my Army career taught me about responsibility, preparation, leadership and working in IT.