Hasan Nawaz

Technical Support Engineer II

Nectar • Fulltime

Apr 2024 - Present • 2 yrs 3 mos

As a Technical Support Engineer II, I provide advanced technical support, troubleshooting, and incident resolution for complex software, hardware, and infrastructure-related issues. I handle escalated customer and internal support cases, analyze root causes, and deliver reliable solutions while maintaining high service quality and customer satisfaction. Manage and resolve Level 2 technical support tickets involving application, system, network, database, and integration issues. Investigate complex incidents escalated from Tier 1 support teams and provide advanced troubleshooting. Perform detailed analysis of logs, error reports, system behavior, and application performance issues. Identify root causes (RCA) and implement permanent solutions to prevent recurring incidents. Monitor ticket queues, prioritize issues based on SLA, severity, and business impact. Handle critical incidents (P1/P2) and coordinate with engineering, DevOps, QA, and product teams for resolution. Provide timely updates to customers and stakeholders throughout the incident lifecycle. Document troubleshooting steps, resolutions, and knowledge articles for future reference. Create, categorize, prioritize, assign, and manage support tickets using ticketing platforms such as: Jira Service Management ServiceNow Zendesk Freshdesk Maintain accurate ticket records including: Issue description Troubleshooting performed Root cause analysis Resolution details Customer communication history Follow ITIL-based incident management processes: Incident Management Problem Management Change Management Service Request Management Ensure SLA compliance by tracking: First response time Resolution time Escalation timelines Customer satisfaction metrics Technical Troubleshooting: Troubleshoot application errors, API failures, authentication issues, and system integrations. Analyze server logs, application logs, and monitoring alerts. Perform database troubleshooting including: SQL query analysis Data validation

Senior Java Engineer

EGC • Fulltime

Dec 2019 - Mar 2024 • 4 yrs 3 mos

As a Senior Java Engineer, I lead the design, development, and maintenance of enterprise-grade software solutions supporting critical business operations, digital transformation initiatives, and large-scale system integrations. I collaborate with cross-functional teams to deliver scalable, secure, and high-performance applications while ensuring adherence to software engineering best practices. Designed and developed enterprise applications using Java, Spring Boot, Spring MVC, and Microservices Architecture. Built secure and scalable RESTful APIs for integration with internal systems and third-party platforms. Implemented data persistence layers using JPA, Hibernate, JDBC, and Spring Data JPA. Designed and optimized relational database schemas in PostgreSQL, MySQL, and Oracle Database environments. Developed backend services following SOLID principles, Clean Architecture, and Domain-Driven Design (DDD) methodologies. Implemented authentication and authorization using Spring Security, JWT, OAuth2, and Role-Based Access Control (RBAC). Created asynchronous processing solutions utilizing Apache Kafka and RabbitMQ for event-driven architectures. Designed and implemented caching mechanisms using Redis to improve system performance and scalability. Developed and maintained legacy components using Java Servlets, JSP, and Java EE technologies. Applied software design patterns including Factory, Strategy, Singleton, Builder, Observer, Repository, and Facade Patterns to improve maintainability and extensibility. Participated in architectural discussions, code reviews, technical planning, and system design sessions. Optimized application performance through JVM tuning, query optimization, connection pooling, and memory management. Developed automated unit and integration tests using JUnit, Mockito, and Testcontainers. Collaborated with QA teams to implement automated end-to-end testing and continuous quality assurance processes. Containerized applications using Docker