ERP Support Desk Simulator

A portfolio project that demonstrates entry-level application support skills for HR and financial systems.

Important: This project uses fictional data and generic ERP workflows. It is not affiliated with Oracle, PeopleSoft, Workday, or any employer.

Why I built this

The project models the day-to-day work of an Application Support Analyst:

• Receive and prioritize user incidents
• Capture clear reproduction steps
• Track status, ownership, severity, and SLA
• Search knowledge-base articles and user guides
• Escalate issues with useful technical and business context
• Measure ticket volume, aging, category, and resolution time
• Maintain an audit trail without using sensitive personal information

Technology

• Python
• Streamlit
• SQLite
• Pandas
• Pytest

Features

1. Ticket Intake

   • HR, Payroll, Benefits, Time & Attendance, General Ledger, Accounts Payable, Expenses, Security/Access
   • Priority and impact selection
   • Reproduction steps and expected/actual result fields

2. Support Queue

   • Filter by status, module, priority, and assignee
   • Update ticket status and resolution notes
   • Automatic timestamps and basic SLA targets

3. Knowledge Base

   • Searchable articles for common ERP support issues
   • User-facing steps and analyst escalation notes

4. Dashboard

   • Open tickets by priority and module
   • Aging tickets
   • Average resolution time
   • Category trends

5. Audit Trail

   • Records status changes and analyst notes
   • Uses fictional user names and no real personal data

Quick Start

python -m venv .venv
# Windows
.venv\Scripts\activate
# macOS/Linux
source .venv/bin/activate

pip install -r requirements.txt
streamlit run app.py

Suggested GitHub presentation

After running the app:

1. Add three screenshots to a screenshots/ folder:
   • New Ticket page
   • Support Queue page
   • Dashboard page
2. Add the repository URL to your resume.
3. Deploy it using Streamlit Community Cloud or Replit.
4. Record a 60-90 second walkthrough.

Interview talking points

• I separated user-facing guidance from analyst-only escalation notes.
• I used structured fields so support data can be reported consistently.
• I created mock SLA rules to demonstrate prioritization.
• I used SQLite to preserve ticket history and SQL queries for reporting.
• I intentionally avoided real employee data to demonstrate privacy awareness.
• The next enhancement would be role-based access and email notifications.

Resume bullet

Built an ERP Support Desk Simulator using Python, Streamlit, SQLite, and SQL to model incident intake, knowledge management, user training, SLA tracking, audit history, and HR/financial application-support reporting.

Disclaimer

This is an educational portfolio project. All records, users, incidents, and workflows are fictional.