Support IT & Data Analytics

Support IT & Data Analytics


Data Analytics

The data analytics giving me, as a manager, the option to complete the business pictures using a known data such as ERP, service call finance, online flying system, and others and others unknown data such as machine data, customer production information, and others


To complete and combine the two data sources, I was needed to add on top of that a layer that collecting all the data from the machine around the globe on a daily bases and combine it into the data warehouse.

This data warehouse contained all aggregated data align with all business assumptions and KPI's. The KPI was calculated on a quarterly base.

the selected KPI's represented two aspects:

  • Business side
    • Customer PNL (income\outcome) total costs and revenues per customers
    • Total Cost of support 
    • Spare parts costs
    • RMA 
    • Others

Production(machine) side

  • MTBF
  • MTTR
  • MTBV
  • MTBS
  • INSR
  • WNI
  • ATTR
  • Other base on needs

Both data models have given me and management the ability to predict service costs, new releases, release efficiency, product and other product stability, and profitability.


Every quarter my technical team released a quarterly report covering all the support team activities and success starting in the product field through the support and operating cost of each customer to the company.

This process allowed us to renew the strategic customer base so that it would constitute a correct representative cross-section of all customers.


Support IT

  • Data Center, system that leverages all technical and application data from and to the customers, I designed it on the SharePoint platform. this system enforced customers to get lattes technical and application data from a public site but also giving each customer a 1 Tera of private storage to save and maintain his remote jobs
  • AN online STL cost estimator is a tool that helped customers evaluate the cost of manufacture before they have the file.
  • This tool helped customers to costs project rapidly the same as traditional manufacturing do. On top of that, this tool gave the user to do a pass-fail analysis based on the previous file he did and based on the rest of the customer data and experience.
  • Reporting tools and online dashboard
  • Elastic search \ Kibana dashboard, dashboard system that was presenting the real field data behavior online.
  • Service call management based on SharePoint smart forms
  • On line 3D bank models 
  • Application jobs handling
  • Customer success sponsorship requests