02 — Operations

Operations

Process, automation and tooling, told as problem, approach and result. Names and internals are kept generic on purpose.

ERP migration: data and testing

Shipped

Problem: Two legacy SAP instances for Spain and Portugal had to move to S/4HANA with clean master data, and open orders and quotations had to survive the cutover.
Approach: Owned the Iberia master data and testing workstream: cleanup and de-duplication, cutover of open orders and quotations, checks after go-live, with roughly 10–30 people across business, global IT and partners. Tested and signed off the EDI flows and the dealer extranet link.
Result: Go-live in January 2024, with EDI and the dealer extranet signed off before cutover.

In progress

Problem: A logistics client's service desk routed too much work through generic tickets, and requests bounced between groups.
Approach: Audited the request templates read-only through the REST API, replaced generic tickets with a quick-close template, and designed roster-based auto-assignment (specialty first, then workload). Rule: automate a redirect only when bounce-backs stay under 10%.
Result: Auto-assignment validated in shadow mode with pilot groups; a leaner service catalogue after merging portals; load and SLA dashboards for team leads.

Shipped

Problem: Field-technician billing ran on a Node.js and Google Sheets tool with manual weekly steps and mixed market data.
Approach: Moved it to Zoho Creator, de-duplicated the historical order records, separated data per market with role-based access, and added a Portuguese service order form and a postal-code lookup.
Result: About 2 hours a week saved for each user.

Shipped

Problem: The two flows behind a global super-user calendar had blocking defects.
Approach: Reworked both Power Automate flows and their SharePoint triggers.
Result: Six blocking defects fixed.

Shipped

Problem: Return workflows needed manual steps, and escalations with key accounts were slowing deliveries.
Approach: Configured SAP workflow to remove manual steps, worked escalations with key account managers, and wrote internal courses and guides as part of a global product expert group.
Result: Fewer manual steps in returns, shorter delivery delays, and colleagues trained live.