Technical Support Automation
& Customer-Driven Tools

The recurring need

Support cases regularly create repeatable work: gathering environment details, validating settings, applying configuration changes, and presenting system information in a form that can be reviewed.

Many of the PowerShell tools began with customer requests. Examples include gathering details across multiple nodes into a structured CSV, configuring notifications, updating time-service or logging settings, and validating stored credentials. These scripts were independently developed and tested by me.

From individual scripts to a guided utility

I later identified an opportunity to bring several discrete operations together in a graphical executable. The goal was not to solve one failed process, but to make useful functions available without requiring the person running them to work directly at a command line.

The AI-assisted Python utility was developed iteratively over approximately one to two months of part-time work. I defined the workflows, interface behaviour, safeguards, packaging requirements, and test cases, then reviewed and refined the implementation through repeated testing. It was shared with the support team and successfully tested by colleagues, although broader adoption has not been formally measured.

Targeted information tools

Other Python work includes a customer-requested resource-assignment report that collects and presents CPU, memory, and storage allocation metrics. It reports the requested facts without making automated recommendations, keeping interpretation with the technical user.

What this demonstrates

• Recognizing repeatable support work that benefits from automation.
• Turning customer requests into reusable PowerShell tools.
• Designing structured output for investigation and review.
• Combining separate operations into a more approachable GUI workflow.
• Using AI assistance transparently while retaining responsibility for requirements, testing, and results.