An end-to-end intake, routing, and knowledge system for a 1,200-person internal user base — designed, built, and shipped on Microsoft's Power Platform.
From messy, undocumented support requests to a system people actually trust.
Led an Agile-based user-research initiative across roughly 1,200 internal Wealth application users — survey framework, user stories, and a scoring model to evaluate pain points across applications, workflows, and support before writing a single requirement.
Defined objectives, scope boundaries, success criteria, data structures, workstreams, and milestones — then migrated legacy Microsoft Access data into a modernized SharePoint Lists backend.
Designed a Power App interface for search, filter, assignment, status updates, and communication — giving the support team a clearer framework for ownership and escalation.
Built Power Automate flows for ticket routing, notifications, and audit/export activity, then performed release-night validation on the shipped solution, confirming functionality and logging proof of expected behavior.
Three connected pieces of the same system.
The Power App support agents use to search, filter, assign, and update tickets. Fully interactive — click into a ticket below.
The backing list every ticket, status, and priority actually lives in — the structure the app and the automations both read from.
The routing logic behind the scenes: notifications, escalation branching, and the audit trail that feeds compliance reporting.