Release manager

KAMRAN BHATTI

Address: *** ******* **** *****, ********, IL 60559

Phone: 248-***-****

Email: ********@*****.***

PROFESSIONAL SUMMARY

Analytically-minded Technical Support Engineer with 9+ years providing advanced technical support and resolving complex customer incidents. Proven track record analyzing customer issues through deep log analysis, diagnosing system problems, and coordinating multi-department escalations. Strong technical background in REST APIs, database architecture, Java programming, and distributed systems troubleshooting. Demonstrated ability to handle escalated technical issues, work with mobile/web applications, and provide technical guidance to improve time-to-resolution while reducing escalations to development teams.

CORE COMPETENCIES

Programming Languages: Java, Python, C++ (Basic), SQL API Technologies: REST APIs, Web Services, XML, SOAP, HTTP Protocols Database Technologies: Oracle, MSSQL, MySQL, MongoDB, Database Architecture, Query Analysis Log Analysis & Debugging: Log4J, Log4J2, System Logs, Performance Analysis Operating Systems: Windows Server, Linux, Unix, OS Configuration, Driver Troubleshooting Development & Testing Tools: Postman, PyCharm, IntelliJ IDEA, VSCode Technical Analysis: Complex Problem Solving, Root Cause Analysis, Infrastructure Troubleshooting, Mobile/Web App Integration

CERTIFICATIONS

Certified Scrum Master (CSM)

PROFESSIONAL EXPERIENCE

DocuSign

Release Manager - Developer API Support November 2023 - June 2025

• Analyze complex customer issues through deep understanding of logs, performance data, and system diagnosccs

• Provide advanced technical support for REST API integracons, diagnosing and resolving complex incidents involving mobile and web applicacons

• Coordinate mulc-department escalacons with Engineering, QA, and Product Management teams to resolve issues requiring hot fixes or patches

• Review produccon performance data and provide analysis and reaccon plans for system errors and failures

• Handle escalated technical issues beyond standard support scope, working directly with customers via remote sessions

• Create and review technical documentacon and troubleshoocng guides to improve cme-to- resolucon and reduce development escalacons

Developer/API Support Engineer May 2021 - November 2023

• Provide direct technical support to customers implemencng REST API integracons, analyzing complex technical challenges through log analysis and system diagnosccs

• Troubleshoot mobile and web applicacon communicacon issues with servers, uclizing deep understanding of HTTP protocols and web browser funcconality

• Perform root cause analysis on customer incidents using Log4J and system logs to quickly idencfy and resolve technical problems

• Coordinate with Development and QA teams to triage issues requiring code fixes or infrastructure changes

• Create comprehensive technical documentacon, code samples, and troubleshoocng guides for customer and internal use

• Handle escalated customer cases requiring advanced technical knowledge and analyccal problem-solving skills

Seal So-ware/DocuSign

Senior Software Support Engineer September 2018 - May 2020

• Analyze complex customer issues through deep log analysis and system diagnosccs for distributed sofware plagorms

• Troubleshoot infrastructure problems and communicate findings with Operacons and Development teams for resolucon

• Perform technical analysis of system performance issues, providing detailed diagnoscc reports and recommended solucons

• Handle escalated customer incidents requiring advanced technical knowledge of database architecture and web services

• Develop Python-based automacon tools for system monitoring, log analysis, and diagnoscc tescng of deployed environments

• Create technical documentacon and troubleshoocng procedures to improve incident resolucon efficiency

EMC Corpora5on/OpenText

Principal Subject Matter Expert September 2009 - May 2018

• Subject Maier Expert for Content Transformacon Services, Documentum connector for LDAP, and Documentum xCP

• Provide technical expercse and guidance on enterprise content management solucons EDUCATION

University of the Cumberlands

Master of Science in Clinical Therapy Expected May 2026 Brandeis University - Waltham, MA

Master of Science in Software Engineering

McMaster University - Hamilton, ON

Bachelor of Science in Computer Science

McMaster University - Hamilton, ON

Bachelor of Arts in Political Science

ADDITIONAL QUALIFICATIONS

• 9+ years providing direct technical support to customers in complex sofware environments

• Demonstrated ability to analyze complex technical challenges using log analysis, database queries, and system diagnosccs

• Strong experience with REST APIs, web services, and mobile/web applicacon troubleshoocng

• Proven track record resolving escalated incidents requiring coordinacon with Development, QA, and Operacons teams

• Experience working in 24/7 on-call rotacon environments with focus on meecng SLA and customer success goals

• Strong analyccal and problem-solving skills with curiosity and inquisicveness in resolving complex technical problems

• Ability to work flexible shifs and parccipate in afer-hours escalacon support as needed

• Member of Cross Cultural Roundtable on Naconal Security - 15-member civilian advisory body to Ministers of Public Safety and Juscce

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