CASE STUDY // Software · ITSM
CloudDeskITSM Platform
Full-stack IT service management platform for incident and service request management with role-based dashboards.
- Role
- Designed and built the platform end to end: data model, backend API, authentication, and frontend dashboards.
- Context
- Built as a personal project connecting hands-on ITSM domain knowledge from application-support work with full-stack software engineering practice.
- System Type
- Full-stack ITSM platform
- Status
- Documented
- Priority
- Primary
- Stack
- MongoDB · Express · React · TypeScript · Tailwind CSS · JWT
Problem
Support teams need a structured way to receive, triage, and resolve incidents and service requests, rather than tracking them informally.
Context
Built as a personal project connecting hands-on ITSM domain knowledge from application-support work with full-stack software engineering practice.
Role & Ownership
Designed and built the platform end to end: data model, backend API, authentication, and frontend dashboards.
SYSTEM DESIGN
Architecture
A React/TypeScript frontend backed by an Express API and MongoDB, with JWT authentication controlling role-based access across end-user, agent, and admin dashboards. Tickets move through a defined lifecycle with priority and category metadata driving reporting views.
SCOPE NOTE
API and system architecture are documented; AWS deployment and CI/CD are a planned roadmap direction, not yet shipped.
KEY CAPABILITIES
What it does
Role-based dashboards for end users, agents, and admins
Full ticket lifecycle: creation, triage, resolution, closure
Priority and category-based reporting
Knowledge base workflows
API and architecture documentation
TECHNICAL STACK
Technologies used
CAPABILITY PROOF
What this proves
Combines backend engineering depth with genuine ITSM domain knowledge, directly connecting Musa's application-support background to his software engineering skill set.
CAPABILITY DOMAINS EVIDENCED
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