# Md Neel > Software Engineer, Application Support Analyst, SQL, Splunk Location: New York City Metropolitan Area, United States Profile: https://flows.cv/mdneel As a computer science graduate with a Bachelor of Science degree from the City College of the City University of New York, I have completed several relevant courses such as Java programming, C++ programming, operating systems, and data structures, among others. I possess skills in leadership, teamwork, analytical thinking, multitasking, and project management. My technical skills include proficiency in Windows, Linux, Unix, Jira, and various programming languages such as Java, C++, C, Python, JavaScript, CSS, and HTML. I am also experienced in using software design tools like MATLAB, Eclipse, Visual Studio Code, JCreator, jGRASP, GitHub, and various applications such as Microsoft 365 Office Suite and ServiceNow. Currently, I am working as Software Engineer and Support Analyst for NYC Department of Education . in New York City, where I am responsible for developing application and providing Tier 1-3 level app support. My key roles and responsibilities include working directly with users to assess problems and actively problem-solving issues as they arise, maintaining the QC of the application, and ensuring the application and processes meet the established quality standards. I have experience in creating and updating knowledge documents and reviewing them with the team during formal knowledge-sharing sessions. Furthermore, I actively work with developers, QA, and BA teams and help them write test plans and test cases and support areas to prioritize bug fixes as well as support tooling requirements. Apart from my professional experience, I have worked as a Street Ambassador Intern for the Department of Transportation in New York City and as a Mentor in the Mathematics Department of BMCC, NY, NY. I have also worked on various projects such as Razor, a web application where barbers can register their shops and have appointments with clients in their available time slots to provide services. I have experience working in Agile Scrum, Waterfall, and Software Testing Life Cycle (STLC) methodologies. I have also used testing tools such as Selenium Automation Testing Tools and JUnit and have worked with databases such as SQL, NoSQL, Oracle, Apache Derby, MongoDB, and MySQL. Additionally, I am fluent in English, Bangla, Urdu, and Hindi. ## Work Experience ### Software Engineer and Application Support Analyst Lead @ Spruce Technology, Inc. Jan 2021 – Present | New York, New York, United States Project: DOB NOW project, which is an online platform for Professional Engineers, Registered Architects, Licensees, Special Inspectors, Progress Inspectors, Filing Representatives and Owners to submit applications to Department of buildings to get a new license, renew old license. Responsibilities: ● Maintained ticketing system through ServiceNow for each of the issues were reported by the users, diagnosed, troubleshooted and resolved those issues based on the priority. ● Resolved over 15000 ServiceNow tickets across tier 1–3 support, consistently meeting SLA targets and maintaining high customer satisfaction. ● Enhanced knowledge base documentation, resulting in a 40% increase in first-contact resolution for common issues. ● Acted as the primary liaison for business stakeholders, gathering feedback, and incorporating user suggestions to drive continuous application improvements. ● Built and executed SQL queries to troubleshoot application errors, including missing or inconsistent data across multiple tables, enabling faster root cause identification and reducing ticket resolution time by 25%. ● Oversaw a team of 20 members in application support and data analyst. Led and mentored the team by managing ticket assignments, performance reviews, training, and knowledge-sharing to ensure timely issue resolution and continuous improvement. ● Collaborated with application developers to write test plans and execute comprehensive test cases, resulting in a 20% reduction in post-release defects. ● Introduced proactive monitoring and automated incident response using Splunk, identifying potential issues before they impacted end-users, and preventing critical incidents proactively. ● Conducted web and database vulnerability assessments using tools such as SQLMap, Nmap, Havij, and Metasploit to identify potential security gaps in form inputs, ports, and backend services. ### Application Support Analyst @ Spruce Technology, Inc. Jan 2021 – Jan 2023 | New York, New York, United States Project: Return to School (RTS) is a New York City Department of Buildings (DOB) project supporting the Department of Education's (DOE) response to COVID-19 cases among students and staff during the 2020-2023 school year. The RTS portal records and tracks cases at DOE School locations, enabling timely actions like classroom or building closures to protect school communities in NYC Responsibilities: • Worked directly with end users to assess problems, addressed and resolved any problem or concern that arose, and maintained admin role as well as granted system access to new users. • Actively interacted with end users to install, configure and maintain the hardware and software of the systems. • Followed Scrum Agile Methodology and Participated in daily stand ups, discussed sprint’s goal, backlogs, and obstacles. • Coordinated with PM and BA team to gather application requirements and use case scenarios. • Wrote SQL queries to create, update, insert, and delete data in the database and queries to retrieve data from multiple tables to analyze large data sets of COVID-19 cases and identify patterns, trends, and insights to help the project owner. • Actively participated in quality assurance through manually testing the application and monitored log activities on Splunk. • Implemented automated incident escalation procedures through PagerDuty monitoring tool while maintaining the ITIL standards and reducing the response time for critical incidents by 50% and enhancing service level agreements (SLAs) compliance. • Maintained the QC of the Application and automated the query to find the emails which were not delivered to recipients because of the traffic in the server and manually triggered the intervention to resend those emails and manually verified the email confirmation. • Conducted in-depth training sessions for new team members, and end-users, contributing to their rapid onboarding and integration into the support team. ### Web Application Developer @ NYC Department of Transportation Jan 2018 – Jan 2019 | Manhattan, New York, United States • Wrote clean, scalable, and well-documented code to build and maintain web applications. Ensured the functionality aligns with project requirements and user needs. • Identified and fixed bugs or technical issues, ensuring smooth and uninterrupted operation of web applications. ## Education ### Bachelor of Science - BS in Computer Science The City College of New York ## Contact & Social - LinkedIn: https://linkedin.com/in/md-neel-5328a0169 --- Source: https://flows.cv/mdneel JSON Resume: https://flows.cv/mdneel/resume.json Last updated: 2026-04-13