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Peter User

@plbartie

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Senior IT Support Engineer | MSP Specialist | 15+ Years Experience

South Africa

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What I'm looking for

I’m looking for remote-first MSP/IT support where I can own Tier 1–3 Windows/AD networking support for distributed clients, work independently across overlapping time zones, and improve processes through strong documentation, async communication, and reliable troubleshooting.

Results-driven Senior IT Support Engineer and MSP Specialist with 15+ years of hands-on experience delivering Tier 1-3 remote technical support across Windows Server, Active Directory, and enterprise software platforms. CompTIA A+ and N+ certified.

For over a decade, I operated as the primary technical escalation point for 500+ corporate client accounts, pioneering a remote-first support delivery model. I am highly accustomed to high-stakes, multi-client environments where system uptime, strict SLA adherence, and asynchronous communication are non-negotiable.

Operating from a dedicated home office in Cape Town (UTC+2), my schedule offers full overlap with UK and European business hours, and excellent coverage for US Eastern and Central shifts. Available immediately.

Experience

Work history, roles, and key accomplishments

Owner & Operations Manager

Complex Chaos

Jan 2015 - Jan 2026 (11 years)

Founded and operated Complex Chaos independently, managing supplier sourcing, inventory, logistics, quality control, and client relations across multiple sites. Designed operational workflows to improve consistency, reduce errors, and increase throughput through self-directed execution and clear communication.

Operations Management Supplier Operations Inventory Management Logistics Coordination Quality Control Client Relationship Management Workflow Design Process Improvement

Senior IT Support Consultant

AJS Legal Software

Jan 2008 - Dec 2018 (10 years 11 months)

Senior remote support managing 500+ corporate accounts (MSP model). Acted as Tier 3 escalation point for Windows Server, Active Directory, network configs, and IBM UniVerse databases. Pioneered company's shift to remote support (TeamViewer/LogMeIn), drastically lowering SLAs. Managed patch rollouts, maintained mission-critical database uptime, and mentored junior tech agents.

Junior IT Support Consultant

AJS Legal Software - Independant Dealer

Feb 2006 - Mar 2008 (2 years 1 month)

Regional field and remote IT support engineer. Provided hardware, networking, and desktop support to legal sector clients. Executed full workstation and LAN configurations for new corporate sites, including network printers, routers, and user profile migrations. Maintained database integrity via hands-on administration of IBM UniVerse backend transaction logging systems.

Technical Support Help Desk Support Network Administration Local Area Networking Hardware Deployments Database Administration

IT Sales & Support Engineer

DN Technologies

Jan 2005 - Jan 2006 (1 year)

Delivered comprehensive IT hardware sales and hands-on technical support. Built custom PC rigs, diagnosed hardware/software faults, and executed motherboard-level repairs. Handled end-to-end customer service, translating complex technical specs into accessible solutions for clients. Managed warranty returns, inventory intake, and local network setups.

Technical Support Hardware Deployments Desktop Hardware Troubleshooting Customer Support Troubleshooting Sales