Project
Bowen IT Ticket Tracker
Central support platform that moved campus technical issues out of email and personal messages into one trackable queue.
Results and deliverables
- Centralised support requests previously scattered across email and personal messages
- Made ticket ownership and progress visible
- Created a clearer record of recurring technical issues across campus
Overview
A custom issue tracker built for Bowen University's Directorate of Digital Services. It gave students and staff one place to report technical problems instead of relying on email threads or personal messages, while giving the support team a shared view of ownership and recurring issue types. Students were the primary users, but the system was available across the institution.
Features
- Ticket creation — Staff and students submit issues with category, priority, and description
- Shared ticket pool — Support staff pick up unassigned requests from a common queue
- Ownership tracking — The system records which staff member is handling each issue
- Status notifications — Requesters receive email updates as a ticket moves through resolution
- Issue visibility — The team can review the kinds of technical problems being reported across campus
Role
Lead full stack developer — responsible for architecture, development, feature delegation to junior developers, code review, and deployment pipeline.