28 years running service desks, ops teams, and incident response. ITIL-certified. Two ways to work with me.
Senior IT operator on your team part-time. Strategy, vendor wrangling, service desk fixes, and someone who can sit in your exec meetings and actually understand both rooms.
See what I do Early access · Pilot clientsService desk automation trained on your own ticket history. Runs in shadow mode first so your techs validate it before it touches production. Taking a small number of pilots while we harden it.
See how it worksFractional IT Leadership
Companies under 100 don't need a CIO. They need someone senior enough to make the right calls, available enough to actually be there, and grounded enough to know that the answer isn't always "buy another tool." I take on a small number of clients at a time so each one gets real attention.
First call is free. Bring the thing that's been on your mind for the last six months.
WalkPoint · Early access
Generic AI knows what a VPN is. WalkPoint knows why Tom has VPN issues every Tuesday. We train on your ticket history, then run in shadow mode so your team validates every suggestion before it goes live. Taking two to three pilot clients while we finish hardening it.
Every ticket gets categorized, prioritized, and routed the moment it lands, then WalkPoint suggests the troubleshooting steps and the resolution your team has actually used before. It knows your taxonomy and your team because we trained it on your own historical tickets, not someone else's.
Relevant KB articles appear in the ticket automatically. Not generic suggestions. The actual articles your team has used to resolve similar issues.
The tool watches and suggests, your techs validate. Nothing touches production until you're sure it works the way your team works.
Pick the deployment that fits your security posture and your team.
WalkPoint deploys into your environment. Your tickets never leave your walls. The right call for regulated industries, IT-mature teams, and anyone who can't have customer data sitting in a vendor cloud.
The hosted version is in planning. We run WalkPoint for you, point it at your Freshservice, and you're live in days. The waitlist at walkpoint.io informs our timeline and priorities.
Kickoff, we export your ticket history. A short training and tuning window. Then shadow mode where your team grades every suggestion. After that, you decide whether to flip it live. Pilots run at a reduced rate because we're still polishing the edges, and your feedback shapes what ships.
Send 10 redacted tickets and we'll show you exactly how WalkPoint would have handled them. No pitch deck.
Hosted version in planning. Join the waitlist at walkpoint.io to inform the timeline.
About
Walker Advisory exists because I spent 28 years watching the same problems get repackaged with new buzzwords. Real automation should make your team's life easier, not give them three new dashboards to babysit. Real IT leadership should reduce the meetings, not generate them.
I've run service desks that handled 200+ tickets a day. I've been the person paged at 2 AM for a Sev 1. I've sat in exec meetings explaining why the new tool the board wants to buy is going to break the four tools they already have. That's the lens I bring to every engagement.
ITIL-certified. Founder of Walker Advisory Solutions, LLC. Based in the US. Most of my fractional clients are in North America, and the WalkPoint product runs anywhere.
Contact
Tell me which side you're here for and what's going on. I read every one of these myself.