Hassan Tsc

Application Support Engineer with over 10 years of experience in technical and enterprise application support, including more than 5 years supporting mission-critical business applications. Experienced in L2/L3 Application Support, Production Support, and Incident Management, ensuring high availability, system stability, and SLA compliance. Proficient in Microsoft SQL Server, SQL query optimization, database troubleshooting, log analysis, and performance monitoring.

Strong hands-on experience with IIS, Windows Server, Windows Services, Web APIs, application deployments, Change Management, and Monitoring Tools. Skilled in troubleshooting application, database, and infrastructure issues, performing Root Cause Analysis (RCA), and collaborating with development, infrastructure, and business teams to resolve complex production incidents. Experienced with ServiceNow, technical documentation, user support, release management, and continuous service improvement in enterprise environments.

Application Support Engineer at ASIS Solutions (2025-01 – Present)

• Providing Level 1 & Level 2 technical support for enterprise applications and systems.
• Troubleshooting software, hardware, and network-related issues and ensuring timely resolution.
• Monitoring system performance and investigating application errors using logs and diagnostic tools.
• Supporting databases by executing SQL queries for data validation, issue analysis, and reporting.
• Handling incident, problem, and service requests in accordance with SLAs.
• Supporting IIS, Windows Services, and application deployments.
• Assisting users with system usage, access issues, and configuration problems.
• Coordinating with development, infrastructure, and network teams to resolve complex issues.
• Performing root cause analysis (RCA) and documenting solutions and known issues.
• Managing system configurations, user roles, and permissions.
• Preparing technical documentation, user guides, and support reports.
• Participating in system testing, upgrades, and production releases.
• Escalating unresolved issues and following up until closure.

Application Support Engineer at CompuMedical - Health Care IT Solutions (2023-11 – 2025-06)

Our brand Rx-Care "Health Care IT Solutions" provides integrated solutions for Hospitals, Medical/Radiology Centers

• Provided L2/L3 Production Support for enterprise healthcare applications in live production environments.
• Investigated and resolved application incidents while maintaining agreed SLAs.
• Troubleshot IIS, Windows Services, application logs, and system performance issues.
• Diagnosed and resolved Web API integration issues between healthcare systems.
• Performed database troubleshooting using Microsoft SQL Server, including data validation and issue analysis.
• Supported UAT activities by validating new features and coordinating with QA and development teams.
• Participated in Live Deployments, release activities, and production rollouts while minimizing service interruptions.
• Performed Root Cause Analysis (RCA) for recurring production incidents and documented corrective actions.
• Worked closely with developers and infrastructure teams to implement fixes and improve application stability.
• Prepared technical documentation, deployment procedures, and support reports.

Technical Support Consultant at Vision for System information Company (2018-10 – 2023-10)

Company specializing in hospital, clinic and retail management systems.

• Provided L1/L2 technical support for Hospital Information Systems (HIS) across hospitals, clinics, and medical centers.
• Installed, configured, and implemented HIS solutions at customer sites.
• Performed SQL Server troubleshooting and executed SQL queries for data validation, issue investigation, and system configuration.
• Supported system implementation projects, including user setup, configuration, and data migration.
• Delivered end-user training sessions for doctors, nurses, receptionists, pharmacists, and administrative staff.
• Diagnosed and resolved software, database, and configuration issues both remotely and on-site.
• Coordinated with development teams to resolve software defects and implement system enhancements.
• Created user manuals, technical documentation, and knowledge base articles.
• Assisted customers during system go-live and post-implementation support.
• Ensured timely issue resolution while maintaining SLA commitments.

Call Center Technical Support at Xceed (2014-06 – 2017-08)

Xceed is one of the largest outsourcing and customer experience service providers in the Middle East and Africa, delivering technical support and customer service solutions for leading global clients.

• Solved Any issues remotely
• Provided first-line technical support for enterprise and consumer applications.
• Diagnosed and resolved software, network, and connectivity issues remotely.
• Managed customer incidents while meeting SLA and quality standards.
• Escalated complex technical issues to second-level support teams when required.
• Documented troubleshooting steps and resolutions within the ticketing system.
• Maintained high customer satisfaction through effective communication and timely issue resolution.

Technical Support Consultant at BConnect Solution For All (2010-03 – 2014-02)

Company specializing in information systems for pharmacies.

• Explained the usage of pharmacy management software.
• Organized inventory management including point of sale and medication entries.
• Documented technical solutions and created knowledge base articles forinternal and customer reference.
• Collaborated with development teams to resolve more complex issues andescalate when necessary.
• Maintained and updated technical documentation to ensure accurate andup to date resources.
• Assisted with system installations, software updates, and networkconfigurations.
• Delivered training and technical guidance to end-users to improve productadoption and user experience.

Bachelor in Systems Information Management – ELGazeera Academy (2005-09 – 2009-12)