Abdullah Rehman

Application Operations Engineer with 2+ years of L2/L3 support for an enterprise SuperOffice CRM platform used by six telecom operators, responsible for two of them (2,400+ agent users, 70M+ customer records), preceded by 2 years of .NET and SQL Server development. Hands-on with SQL Server administration, IIS, CRMScript, SOAP/REST API integrations, and controlled change delivery across SIT, UAT and production environments.

Application Operations Engineer at LeadDesk (via Techfinity) (2024-05 – Present)

• Provide L2/L3 support for two of the six telecom operators (Algeria, Georgia) on a SuperOffice CRM case management platform, handling issues escalated by the client's operations team through the SuperOffice helpdesk.
• Manage change and service requests end to end: implement in SIT/UAT, obtain client and customer sign-off, then deploy to production.
• Upgraded both operators' production environments to SuperOffice 10.2.9 (on-site), each within a ~3-hour downtime window; produce database growth reports for capacity planning.
• Diagnose application, web server and integration issues using IIS logs (Log Parser), Windows Event Viewer, Wireshark, SSMS, Postman and SoapUI.
• Developed a CRMScript scheduled job that detects and disables inactive licensed users, freeing 100+ paid licenses and reducing licensing cost.
• Integrated SuperOffice with a ServiceNow API via CRMScript triggers to sync case data automatically for an additional telecom operator.
• Built audit logging for SuperOffice Extra Table changes and user account changes (additions, edits, deletions) to support traceability.
• Set up Zabbix monitoring to detect SSH host key mismatches between the SuperOffice application server and a connected server.
• Designed a Dynamic Data Masking rollout for the production SQL Server CRM database, including the Method of Procedure (MoP) and user access assessment.
• Authored functional documentation for one operator's SuperOffice setup, covering SOAP API endpoints, data dump inventory and the case reason hierarchy that drives routing and priority.
• Received Techfinity's Certificate of Excellence (2024).

Software Engineer at Foundation University (2022-07 – 2024-05)

• Developed an Alumni Portal with ASP.NET MVC, Entity Framework and SQL Server, with role-based access using ASP.NET Identity; published build to IIS.
• Built a React e-ballot application on a.NET Web API, with an SMS service sending unique GUID-based voting links mapped to each alumnus record.

Summer Intern at CUST Incubation Centre (2021-08 – 2021-09)

• Built Django and Django REST Framework features for a room-rental system, including CRUD APIs and a customized admin dashboard.

BS in Software Engineering – Foundation University School of Science & Technology, Rawalpindi (2018 – 2022)