Provided clarity into operations, process bottlenecks, team productivity and resource management

Improved operations through data-driven analytics and unified workflows
Developed enterprise dashboard for proactive issue identification
- Tracked aging tickets and workload distribution
- Identified process bottlenecks and resource gaps
- Monitored team capacity and skill utilization
Streamlined operational processes
- Automated billing account management
- Simplified timesheet reporting and validation
- Standardized ticket estimation procedures
- Implemented structured team organization
Enhanced resource management
- Created skills-based capacity planning
- Prevented team overbooking
- Aligned expertise with customer needs
- Tracked resource allocation across projects
Built knowledge management system
- Established centralized support helpdesk
- Created searchable documentation repository
- Integrated meeting notes and solution guides
- Enabled self-service support options
Impact: Transformed operations from reactive to proactive, improving efficiency and team productivity while reducing operational overhead while also providing transparency on resource drain and company performance.

Quality Control - ensuring no information is lost during any of the ticket refinements
Subject selection - align monitor and control selection with strategic objectives
Stakeholder management - establish positive perception of our mission to ensure full cooperation and smooth delivery - the main objective was improve processes, not individual performance measurements

Case Study 2: OpEx with Atlassian Jira + Confluence + Tempo