Support tools for Ford's sales applications in Latin America
My squad supports 12 sales applications, all in Java, used by Ford dealers in 8 countries. When I took over, support was reactive: incidents were handled as they came in. After opening a ticket, business users only knew it had been created, nothing more.
I built two tools. A Support Portal, where business users open tickets and follow their progress. And a Support Manager integrated with Jira and AI, with reports, charts and automations for users, for the support team and for the people I lead.
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