Real engineering experience, alongside worked examples of how I would approach common MSP problems.
Selected work from my time in support and systems automation engineering at Commercial Networks. Customers are anonymised; prototypes and pilots are identified. These examples are my own account of the work, with no employer endorsement implied.
Select a customer’s opted-in services at site level, then let shared onboarding workflows read the configuration and carry out the relevant work.
Detecting approved Microsoft patches missing for seven days, then checking whether remediation should run.
A working internal prototype exploring controlled AI access to ConnectWise systems.
Connecting project delivery, endpoint checks and Microsoft 365 configuration into one repeatable service.
Turning repeated reboot deferrals into a single actionable service-desk ticket.
Repeatable Microsoft 365 security configuration, with room for the way each customer actually works.
Supporting a workstation patching pilot between ConnectWise Automate and ConnectWise RMM.
Practical checks and controlled remediation for the problems service desks keep seeing.
These are hypothetical MSP situations, not clients I worked with or results I achieved. They show the method, the assumptions and how an outcome would be calculated.
A fictional example of how better alert rules and escalation could change a service desk’s workload.
(600 − 180) × 5 assumed minutes ÷ 60 = 35 hours per month. All figures are fictional.
EXPLORE THE SCENARIOA fictional 1,000-workstation estate demonstrates a controlled patch-compliance improvement plan.
740/1,000 → 960/1,000 compliant devices. Same scope and criteria. All figures are fictional.
EXPLORE THE SCENARIOA fictional repeat-ticket example connects service-desk evidence to detection, remediation and review.
(90 − 30) × 12 assumed minutes ÷ 60 = 12 hours per month, before maintenance overhead. All figures are fictional.
EXPLORE THE SCENARIOA fictional example of turning repeated disk alerts into verified recovery and useful escalation.
(240 − 60) × 6 assumed minutes ÷ 60 = 18 hours per month, before maintenance overhead. All figures are fictional.
EXPLORE THE SCENARIOA fictional example of separating brief CPU spikes from sustained performance incidents.
(180 − 45) × 4 assumed minutes ÷ 60 = 9 hours per month, before maintenance overhead. All figures are fictional.
EXPLORE THE SCENARIOTell me where your RMM is creating work.
Let’s look at what could run better —
and how to get there.