Tracom Services Limited · Service Management Specialist · Jun 2017 – Feb 2020 (previously Software Test / Support Lead, Dec 2013 – May 2017)
The customer problem
Enterprise software implementations live or die on what happens after go-live. Customers reported issues across platforms and devices, and the service desk was reactive: tickets queued, escalations wandered between teams, and customers chased updates because nobody owned the loop.
What I did
I owned service desk operations end-to-end: coordinated issue tracking and escalation management, provided direct technical troubleshooting for cross-platform issues, and supported provisioning, deployment validation, and user acceptance across multiple enterprise implementations — remote and onsite.
What I built and shipped
- Centralised support and defect tracking — one source of truth for customers and internal teams, ending the “which spreadsheet is current?” problem.
- Structured escalation workflows with clear ownership, so every issue had one person accountable for closing the loop.
- Customer-specific support materials and implementation documentation, plus training for internal teams on the tooling.
- Earlier, as Software Test / Support Lead: implemented TestLink for centralised test management and requirement traceability across release validation.
Outcome: issue resolution speed improved by 50%; resolution turnaround improved by 70% through structured reporting and feedback workflows; bug occurrence down 50% through early testing and proactive quality practices.
What I’d tell a customer success team
Customers rarely churn over a bug. They churn over silence — not knowing what’s happening, who owns it, or when it ends. Ownership and proactive communication are retention features, and they cost nothing but discipline.