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Alex Marin
Support Operations Lead
Alex owns the backbone of the support flow — SLAs, triage models, communication rules, and escalation paths. Ensures every ticket moves with clarity and purpose.
About TicketWave
TicketWave Support started as a small internal initiative: a single SharePoint list and a handful of Power Automate flows to keep track of IT issues that were getting lost in email threads and chat messages.
What began as a student-led prototype quickly grew into a structured support framework. As more teams adopted the model, it became clear that a consistent, data-driven approach to ticketing could dramatically improve response times, collaboration, and service quality.
Today, TicketWave is positioned as a flexible support layer built on Microsoft 365 and Power Platform, designed to sit between business stakeholders, IT, and external partners. The goal is simple: every request tracked, every ticket owned, and every decision supported by real data.
2019
First prototype built
4
Core service domains
3
Platform layers (M365, Power Platform, SharePoint)
- Born as a learning project, designed like an enterprise platform
- Focused on transparency, ownership, and repeatable workflows
- Built to plug into existing academic and operational environments
Our mission
To give every team a clear, reliable way to raise requests, see progress, and close the loop – without adding extra noise or complexity. TicketWave aims to turn support from a reactive firefight into a predictable, well-governed process.
Our approach
We combine simple, familiar interfaces with structured data and automation: SharePoint for the backbone, Power Apps for the front-end, Power Automate for workflows, and Power BI for insight. The result is a support experience that feels lightweight for users but disciplined in the background.
Meet the TicketWave Team
The people behind the platform — blending operations, automation, and user experience.
M
Maria Ioannou
Power Platform Architect
Maria architects the Power Apps UI, SharePoint schema, and automations. Converts requirements into scalable, clean components across M365.
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Daniel Petrov
Process & Quality Owner
Daniel governs the ticket lifecycle, status rules, quality checks, and data-driven improvements powered by Power BI.
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Elena Christou
UX & Training Lead
Elena ensures the platform is simple, intuitive, and friendly for all users — delivering guides, onboarding, and training content.