Password Reset Portal

The technical support team was spending a significant amount of time manually handling password reset requests for devices frequently used by customers. This process was repetitive, error-prone, and slowed down customer service. It also placed an unnecessary burden on specialized technical staff. There was a clear need to automate this task to make it faster, more accessible, and secure.

A public web platform was created, accessible from any browser, allowing authorized staff to generate unlock keys independently. The main goal was to simplify the process, prevent common errors, reduce waiting times, and free up technical resources to focus on more critical tasks.

The platform was built using modern web technologies with a modular architecture:

• Languages and tools: Python for the backend, HTML/CSS/JS for the frontend, and a relational database to store logs and user data.

• Architecture: Server-based web app with email-based authentication and role-based access levels.

• Key features:

  • Unlock key generation using data like serial number, date, MAC address, or QR codes.

  • Input validation to ensure correct data formats and avoid mistakes.

  • Image upload support via drag-and-drop, file picker, or paste from clipboard.

  • Internal algorithms for decoding QR codes and AI-based tools to process data captured from user submissions.

  • A multilingual help section with tutorials for each method.

Additional tools were also included:

• Logs: Detailed record of every action performed, with filters by user, date, IP address, result, etc.

• Statistics (in development): Visual graphs and usage reports, to be added once enough data is collected.

• User management: Create, edit, or remove user accounts with permission control. Admins cannot delete their own account to avoid critical errors.

• Settings: Configurable options like email notifications, log visibility, and external platform credentials.

Results or Impact

The portal has brought clear improvements:

• Faster processing: Team members can complete tasks in seconds without needing technical support.

• Increased autonomy: Operators can act immediately, improving response times to customer requests.

• Fewer errors: Input checks and automated processing have significantly reduced mistakes.

• Better service: Customers receive faster and more accurate support, improving overall satisfaction.

Lessons Learned

• Technically: I learned how to integrate different reset methods into a modular system, and how to develop custom algorithms for image and data processing.

• Professionally: I deepened my understanding of user-centered design and the importance of security and role management in internal tools.

• Personally: This project strengthened my ability to make strategic decisions with a direct impact on team workflows, and helped me balance simplicity with functionality.