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Portfolio · Recreated Mockup

Level 1 Support & Ticketing System

An end-to-end intake, routing, and knowledge system for a 1,200-person internal user base, built on Microsoft's Power Platform — real, shipped work at BNY, recreated here with fictional data since the actual system is confidential.

Danita Walton — Senior Specialist, Business Technology Liaison, BNY Wealth Service Delivery.

The approach

Research first, then migrate, build, and automate.

01

Researched first

Surveyed roughly 1,200 internal users to scope real pain points before writing a single requirement.

02

Migrated the data layer

Legacy Microsoft Access data into a modernized, governed SharePoint Lists structure.

03

Built the front end

A Power App interface for search, filter, assignment, and status updates.

04

Automated and validated

Power Automate flows for routing and notifications, then release-night validation on the shipped solution.

1,200
Wealth users covered by the research
4
Power Platform tools combined
1
Legacy Access system migrated to SharePoint
What's recreated

Three connected pieces of the same system.

Ticket queue and detail panel — the Power App agents use to search, filter, assign, and update tickets
Ticket queue & detail. Search, filter, assignment, and status updates, with escalation and ownership visible at a glance.
The SharePoint List that backs the app and the automations
SharePoint List. The governed data layer that replaced the legacy Access system, read by both the app and the flows.
The Power Automate flow handling routing, notifications, and the audit trail
Power Automate flow. Routing, notifications, and the audit trail behind the scenes.
Open the interactive version →

This case study recreates the interface, data structure, and automation logic of a system Danita designed and built at BNY. It is a portfolio demonstration only — BNY's actual application, SharePoint site, Power Automate flows, and all real user and client data are confidential and are not represented here. Every ticket, name, and record shown is fictional sample data.