Portfolio

I love taking messy, time-consuming processes and turning them into smooth, stress-free systems. Whether it’s a support desk that actually works for the team, a CRM that delivers the right data, or automation that saves hours every week — I build tools that give people their time (and sanity) back.

Throughout my career, I’ve delivered solutions for businesses of all sizes — from solo operators to large SaaS providers — helping teams save money, work smarter, and deliver better results for their customers.

In this portfolio, you’ll find a selection of projects and solutions I’ve personally designed and delivered, including work from my time in senior roles and consultancy. These showcase my expertise in:

• Automating repetitive tasks to free up valuable hours.

• Building CRMs and service desks that provide clarity and control.

• Creating streamlined reporting and data flows for better decision-making.

• Supporting businesses as they scale, improving onboarding and customer service.

If I’ve learned one thing, it’s that the best systems don’t just work — they make life easier. That’s the approach I bring to every project.

Building Systems That Just Work

Projects

Platform Experience

Certifications & Qualifications

Featured Case Study:

End-to-End Service Desk Build for a HealthTech SaaS Provider

Overview

I designed and built a custom Jira Service Management (JSM) platform for a HealthTech SaaS provider to centralise incident, data fix, and service request workflows. The solution was delivered in a fully operational, ready-to-launch state, complete with multi-environment support, SLA-driven automation, and integrated knowledge management — ready to streamline operations and improve customer experience.

Key Outcomes

• 95%+ SLA compliance* during UAT and SLA simulations.

• 30–45 minutes saved per ticket* by replacing manual triage and follow-ups with automation and structured forms.

• Projected 50-75 hours saved per 100 tickets* due to reduced rework and clarification loops.

• Modular workflows built for future scalability, enabling multi-environment and multi-client support with minimal configuration overhead.

• A project of this scope is typically considered an enterprise-grade build, requiring significant consultancy expertise and investment.

*based on testing and pre-launch metrics.

Core Features Delivered

• Knowledge Base Integration: Confluence KB integration with self-service suggestions displayed during request creation to reduce ticket volume.

• Customer Experience: Custom-branded portal, auto-responder email templates, and a consistent user experience across channels.

• Reporting & Dashboards: Custom Jira dashboards tracking SLA compliance, ticket ageing, workload distribution, and KPIs.

• User Management & Roles: Tailored permissions for agents, managers, and customers to ensure security and visibility.

• Custom Entities & Metadata: Reusable field schemes and entity templates designed to scale across new environments with minimal configuration.

Key Delivery Platforms

• Multi-Channel Ticket Intake: Branded JSM customer portal with intuitive request forms, plus structured email-to-ticket routing for seamless intake.

• SLA Tracking & Escalations: SLA timers with automatic alerts, escalation notifications, and breach warnings to managers and teams.

• Cross-Project Linking & Comment Sync: Configured linked issues and comment mirroring for escalations to related projects (e.g., dev teams or external service desks).

• Custom Workflows: Dynamic, multi-stage workflows for incidents, data fixes, and environment requests — including approval gates and automated status transitions.

• Custom Fields & Screens: 90+ structured fields for triage, severity, trial-specific data, and root cause analysis — improving data quality and reporting.

Recommendations

A showcase of some of the incredible feedback I’ve been grateful to receive across my career.

Get in Touch

Make your systems work for you. Practical workflow and automation support built around your goals.