Support tools for Ford's sales applications in Latin America

Context

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.

What I did

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.

Built with: Python, Next.js, Jira integration, AI automations

How it works

Hover, focus or tap a step to see what it does.

Before and after

Illustration. Step names are examples; real screens will be added once they are recreated.

Result

388% more tickets resolved since I took over the squad, measured in Jira.