Technical Support Specialist
4+ years delivering enterprise technical support, product support, and IT infrastructure across SaaS, ISP, and corporate environments — supporting 2,800+ enterprise customers and handling ~90 tickets daily.
About me
I'm a Technical Support Specialist with 4+ years delivering enterprise technical support, product support, and IT infrastructure across SaaS, ISP, and corporate environments — currently supporting 2,800+ enterprise customers and handling ~90 tickets, calls, and technical requests daily.
Day to day that means troubleshooting enterprise software, reproducing defects, REST API testing, log analysis, and configuring Linux/Windows Server environments — with hands-on infrastructure work across Docker, PostgreSQL, Redis, Nginx, Cloudflare, Grafana, MikroTik, Cisco, Juniper, Active Directory, VMware and Hyper-V. Outside of support, I build SaaS products end-to-end with ASP.NET Core, Next.js and Kotlin.
Product support, bug reproduction, API testing
Docker, Linux, VPS, Nginx, Cloudflare
MikroTik, Cisco, Juniper, VLAN, VPN
ASP.NET Core, Next.js, Kotlin, PostgreSQL
Experience & career
4+ years of enterprise technical support, product support, IT infrastructure engineering, and software development.
Founder & Lead Developer — NetFlow (ISP Operating System)
Building
Learning
A modern ISP billing and management SaaS built with ASP.NET Core, Next.js, PostgreSQL, Redis, Docker and the MikroTik API — see the full case study below.
Technical Support Specialist
Enterprise L2/L3 support for 2,800+ customers across SaaS, ISP, CRM and ERP platforms — PostgreSQL query diagnostics, REST API testing, production release validation, and critical issue resolution under strict SLAs.
IT Specialist
Enterprise IT infrastructure, networking and end-user support for 50+ employees — Windows Server & Active Directory administration, MikroTik/Cisco/Juniper networking, VMware/Hyper-V virtualization, NAS backup & recovery, and IP phone/CCTV systems.
IT Support Engineer
First-line technical support for office IT infrastructure — desktop support, hardware diagnostics, OS configuration, office networking, and IT asset management.
Case studies & work
Technical breakdowns, architecture, challenges and roadmaps for platforms I've built.
A complete operating system for ISPs to manage subscriber bandwidth, PPPoE/static-IP sessions, automated billing, and MikroTik router APIs in real time.
Key challenge — real-time sync of 10,000+ subscriber PPPoE sessions across multiple MikroTik routers without bottlenecking database writes; solved with async queuing and Redis caching.
Case management, document management, hearing reminders, calendar scheduling and role-based access control, built for law professionals.
Key challenge — multi-tenant data isolation with role-based access control while keeping sub-second response times for legal document queries.
Shares the same Next.js ↔ ASP.NET Core request pattern as NetFlow (above) — Docker-composed, PostgreSQL-backed, Redis-cached.
Double-entry financial accounting with invoice generation, tax calculation, ledger balancing and audit-log tracking for growing businesses.
Key challenge — atomic database transactions and precise multi-currency calculation accuracy across concurrent ledger writes.
A suite of native Android utilities and network-diagnostic tools built with Kotlin, Jetpack Compose, and an offline-first MVVM architecture.
Key challenge — maintaining battery efficiency and a responsive UI during intensive background network-diagnostic scans.
Skills & competencies
Enterprise support, infrastructure, networking, development, and databases.
Credentials & open source
Network architecture, security protocols, the OSI model, and troubleshooting.
Data analysis, web-traffic metrics, and conversion tracking.
BACE Institute of Science & Technology — CGPA 3.79/4.00, graduated 2023.
Preparing for AWS Solutions Architect & CKA (Certified Kubernetes Administrator).
github.com/MDMahmudulHasanRudra
Public repos
Followers
On GitHub since
Live from the GitHub API — no placeholder numbers.
Writing
Deep-dives from real support and infrastructure work — not filler.
Connecting over the port 8728 socket, parsing sentence-based responses, and building a reconnect strategy that survives flaky WAN links.
Reading EXPLAIN ANALYZE without a DBA background, the three indexes that fix most slow queries, and when PgBouncer actually helps.
From a single Dockerfile to a multi-stage build for ASP.NET Core — image size, layer caching, and the volume-mounting gotchas nobody warns you about.
Triage rules that actually get followed, writing escalation notes an on-call engineer can act on at 2am, and closing the loop on root cause.
UFW defaults that don't lock you out, SSH key-only auth, Fail2Ban tuned for real traffic, and unattended-upgrades without surprise reboots.
Proxying DNS safely, choosing the right SSL/TLS mode, WAF custom rules that don't block real users, and cache rules for a Next.js app.
Resume & proof
Clean structure, plain text-first — built to rank well in applicant tracking systems.
A polished layout for hiring managers and engineering leads.
EU-standardized CV format for European job applications and relocation.
Prefer the original document? View on Google Docs — updated regularly, last touched July 2026.
"Mahmudul's technical diagnostic skills in L2/L3 support and PostgreSQL backend troubleshooting saved us countless hours. He is exceptionally reliable under pressure."
SoftifyBD team lead
"His MikroTik API integration and automated bandwidth management system completely streamlined our ISP billing and session management."
Enterprise client
"A proactive engineer who understands both infrastructure networking and modern frontend frameworks like Next.js."
Infrastructure peer
I'm MD Mahmudul Hasan Rudra — a Technical Support Specialist, Product Support Engineer, and IT Infrastructure Engineer with 4+ years across SaaS, ISP, and corporate environments, supporting 2,800+ enterprise customers handling ~90 tickets daily.
Linux, Docker, PostgreSQL, ASP.NET Core, Next.js, Kotlin, Redis, MikroTik, Cisco, Juniper, Nginx, Cloudflare, Grafana, Windows Server, Active Directory, VMware and Hyper-V — full stack, from infrastructure to frontend.
Yes — actively open to relocation, especially within the European Union, and available for remote and hybrid roles worldwide.
Yes — extensive experience working remotely with global teams: managing servers, debugging SaaS platforms, and delivering across time zones.
Yes — available for Technical Support Specialist, Product Support Engineer, IT Infrastructure Engineer, and SaaS development roles. Use the contact form or email mhrudra064@gmail.com.
Get in touch
Send a message, or reach out directly — I reply within 1–2 business days.
Telegram
@mhrudraA 15–30 minute chat by email or WhatsApp — pick whichever's easiest.