AI That Raises Every Technician to Their Best
How I built software that helps IT support teams solve problems faster by putting the right information in front of them at the right time.
MSP Channel Awards, AI Innovation of the Year 2025
Decrease in support ticket resolution time
Decrease in ticket escalations
I built and run this company as its technical lead
The problem
IT support companies (managed service providers, or MSPs) live and die by how quickly and effectively their technicians can resolve support tickets. But there's a persistent problem: experience is unevenly distributed.
Your best technician has years of context. They remember that this client had a similar issue six months ago, that this server has a known quirk, that this particular error message usually means something completely different to what it says. Your newest technician has none of that. They're starting from scratch on every ticket.
The knowledge exists in the business, but it's locked inside people's heads. When those people are busy, off sick, or leave the company, the knowledge goes with them.
What I built
I developed a custom system called Insights that plugs directly into ConnectWise PSA, the professional services automation platform used by tens of thousands of IT companies around the world. It uses AI to analyse incoming support tickets and present technicians with the information they need, when they need it.
That means relevant past tickets, known issues for that client, documentation, resolution notes from similar problems. The system surfaces context that would normally take an experienced technician years to accumulate, and puts it in front of whoever picks up the ticket, whether they've been there ten years or ten days.
The effect is that even inexperienced technicians are raised up to the level of the best technicians in the team, because they're working with the same depth of context.
Recognition
Insights and the company behind it were named as finalists in the MSP Channel Awards for AI Innovation of the Year in 2025. The Channel Awards are the industry's main recognition for technology providers in the managed services space.
This is the company I currently run as CTO. It's also a good example of what I do. Identifying a real problem that people work around every day, and building technology that actually solves it rather than just putting a dashboard on top of it.
Got knowledge locked inside people's heads?
That's the kind of problem I love solving. Let's talk about yours.
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