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Support Engineer I at SAP

Hanaan Mir

I keep networks up, apps working and people unblocked.

Support engineer with 3+ years across network infrastructure, high-volume technical support and enterprise application support. CCNA certified and based in Bengaluru.

hanaan@bengaluru:~

Link up

$ traceroute --career hanaan.mir

traceroute to hanaan.mir, 3 hops max

  1. 1suroot.kashmirIT Support Engineer2023–20252 yrs 8 mos
  2. 2concentrix.bangaloreTechnical Support Engineer2025–20267 mos
  3. 3sap.bangaloreSupport Engineer I2026–now6 mos

trace complete: 3 hops, 3+ years

$

My career so far, written as a network traceroute from my first role to my current one.

By the numbers

  • 99%

    network uptime across 50+ routers, switches and firewalls

    Suroot Solutions

  • 92–95%

    customer satisfaction (CSAT) in high-volume technical support

    Concentrix

  • 30–50+

    L1/L2 network incidents diagnosed and resolved every day

    Concentrix

  • 25%

    faster average resolution through structured network analysis

    Concentrix

  • 20%

    less downtime from proactive network performance monitoring

    Suroot Solutions

  • 100+

    users supported with access, connectivity and configuration issues

    SAP

01About

Root cause first. Then the fix that sticks.

I'm a support engineer who works where networks, applications and people meet. I started on the infrastructure side at Suroot Solutions in Kashmir, configuring routers, switches, firewalls and VPNs. At Concentrix I moved into high-volume network and Apple device support, and today I support enterprise users at SAP, tracing problems through browser DevTools, application logs and network diagnostics.

I'm CCNA and CCST Networking certified and hold an MSc from Leeds Beckett University. Outside of tickets, I build open-source tools for network diagnostics, security analysis and incident response.

02Experience

From network racks to enterprise apps.

Three roles, one thread: find the root cause fast and keep people connected.

  1. Hop 03 · CurrentJun 2026 – Present, 6 mos

    Support Engineer I

    SAPBangalore, India

    Enterprise application support, from browser-level debugging to network diagnostics.

    • Resolve technical support incidents involving application errors, system issues, browser compatibility, HTML/CSS/JavaScript troubleshooting and user access problems.
    • Troubleshoot web applications with browser Developer Tools, application logs, HTTP requests, the JavaScript console, HTML/CSS inspection and network diagnostics.
    • Support 100+ users with application configuration, account access, connectivity and technical issues, keeping first-contact resolution high and meeting support SLAs.
    • Diagnose LAN/WAN connectivity issues, including IP conflicts, DNS/DHCP failures, routing, Wi-Fi, VPN and network configuration, using ping, tracert/traceroute, ipconfig and nslookup.
    • Application support
    • Browser DevTools
    • HTTP & logs
    • Support SLAs
    • DNS/DHCP
    • VPN
  2. Hop 02Nov 2025 – May 2026, 7 mos

    Technical Support Engineer

    Concentrix Services India Pvt. Ltd.Bangalore, India

    Sr. Representative, Operations

    High-volume L1/L2 network support and advanced macOS and iOS escalations.

    • Diagnosed and resolved 30–50+ daily L1/L2 network incidents across Wi-Fi/LAN connectivity, IP conflicts, DNS/DHCP failures, NAT issues and captive portal errors, ensuring 95% service availability.
    • Supported 100+ users a week with VPN configuration (IPSec/SSL), secure remote authentication, certificate troubleshooting and enforcement of network access policies.
    • Maintained a 92–95% CSAT score with consistently high first-contact resolution in a high-volume environment.
    • Reduced average resolution time by 25% through structured network analysis: ping, traceroute, IP release/renew and DNS cache flushes.
    • Handled 20+ complex macOS and iOS escalations every week, including kernel-level issues, OS corruption and device performance optimization.
    • Resolved Activation Lock and MDM issues by validating activation servers, Apple ID ownership and SIM/carrier configurations, improving the device onboarding success rate.
    • L1/L2 network support
    • VPN (IPSec/SSL)
    • DNS/DHCP & NAT
    • macOS & iOS
    • MDM
    • Activation Lock
  3. Hop 01Mar 2023 – Oct 2025, 2 yrs 8 mos

    IT Support Engineer

    Suroot Solutions Pvt. Ltd.Kashmir, India

    Network infrastructure, security controls and day-to-day IT support across multiple departments.

    • Configured, monitored and troubleshot LAN/WAN infrastructure across 50+ network devices (routers, switches, firewalls), ensuring 99% network uptime and stable performance.
    • Managed IP addressing schemes and VLAN segmentation, optimizing traffic flow and efficiency across multiple departments.
    • Implemented network security controls, including access policies, antivirus management and patch updates, reducing vulnerabilities and strengthening endpoint security.
    • Monitored and analyzed network performance continuously, resolving connectivity issues proactively and reducing downtime by 20%.
    • Helped configure and maintain VPN (IPSec), DNS and DHCP services, supporting secure remote connectivity for 50+ users.
    • Worked with IT security teams to analyze logs and detect anomalies, contributing to faster incident response and threat mitigation.
    • Provided technical support for network-related incidents while upholding organizational security standards and minimizing service disruption.
    • LAN/WAN
    • Routers, switches & firewalls
    • VLANs & IP addressing
    • VPN (IPSec)
    • Endpoint security
    • Log analysis

03Projects

Tools built around the problems I solve at work.

Networking, security and support tooling, all open source. Each one starts from a question I deal with on the job: is it DNS, who can reach what, and what breaks next?

  • Monitoring

    Live

    Uptime Pulse

    An uptime monitoring dashboard with real HTTP and TLS checks, automatic incident detection and SLA reporting.

    • Probes HTTP(S) endpoints and sorts failures into timeouts, DNS errors, refused connections, non-2xx responses and TLS errors
    • Tracks SSL certificate expiry with a TLS handshake for every HTTPS monitor
    • Opens and closes incidents automatically and reports SLA compliance over 24-hour, 7-day and 30-day windows

    Run it with: npm run check

    • Next.js
    • TypeScript
    • Prisma
    • SQLite
    • Vitest
  • DNS & email security

    DNS Doctor

    Live DNS health checks built around the classic support ticket: why is my email going to spam?

    • Looks up A, AAAA, MX, TXT, NS, CNAME and SOA records with dnspython
    • Queries Google, Cloudflare and the local resolver side by side and flags answers that differ
    • Audits SPF, DKIM and DMARC and explains every finding in plain language

    Run it with: docker run -p 5000:5000 dns-doctor

    • Python
    • Flask
    • dnspython
    • pytest
    • Docker
  • Network forensics

    PacketLens

    Upload a packet capture and get a real, Scapy-parsed traffic dashboard with automatic port scan and flood detection.

    • Parses every packet in .pcap and .pcapng files, with no mock or hardcoded data
    • Charts protocols, traffic over time, the top source and destination IPs and the top talkers
    • Flags port scans and floods with the evidence and a plain-language explanation

    Run it with: python wsgi.py

    • Python
    • Flask
    • Scapy
    • pandas
    • Chart.js
  • Security graph

    Attack Path Mapper

    Shows how one exposed asset could reach critical systems through trust relationships, and where to break the chain.

    • Models assets, trust links and known weaknesses as a directed security graph
    • Scores every path from entry point to target by exposure, weakness severity and asset criticality
    • Recommends defensive choke points, with no exploitation, scanning or credential attacks

    Run it with: node dist/index.js sample-lab.json internet finance-db

    • TypeScript
    • Node.js
    • Zero runtime dependencies
  • Access policy

    Zero Trust Lens

    Answers who can reach what, and why, by evaluating Zero Trust access policies.

    • Evaluates role, device trust and network zone conditions for every identity and service
    • Flags wildcard rules and overly broad access
    • Names the exact rule behind every allow or deny and exports a JSON reachability matrix

    Run it with: go run . -policy sample_policy.json

    • Go
    • No third-party dependencies
  • Incident response

    SOC Forge

    A local-first SOC investigation tool that turns scattered security events into one explainable incident timeline.

    • Normalizes authentication, DNS, endpoint and application events into a single model
    • Correlates related activity by user, host and IP address
    • Scores incidents with readable rules, from failed-then-successful logins to suspicious DNS labels

    Run it with: python soc_forge.py --events sample_events.json --serve

    • Python standard library
    • HTML
    • JavaScript
  • Network resilience

    Sentinel Twin

    A network digital twin that simulates outages and shows the blast radius before it happens.

    • Builds device and dependency models from a JSON topology
    • Simulates failed devices, dead links and degraded connections with latency and packet loss penalties
    • Estimates business impact from node criticality and writes a readable incident report

    Run it with: python sentinel_twin.py sample_topology.json --fail-device core-sw-1

    • Python standard library
  • Frontend

    Live

    Glass Hero Portfolio

    An interactive portfolio hero where a glass-style reveal follows the cursor across a portrait.

    • Layers two portraits and reveals one through a soft-edged, pointer-tracked radial mask
    • Eases motion in a requestAnimationFrame loop, with mouse and touch sharing one Pointer Events path
    • Respects reduced-motion settings and is deployed on Vercel
    • Next.js
    • React
    • TypeScript
    • Tailwind CSS
    • CSS Modules

04Open source

Everything else on my GitHub.

Pulled from github.com/hanaanmir17 and refreshed every hour, from security labs to small command-line utilities.

Public projects
32
Languages
6

05Skills

Networking at the core, code around the edges.

Grounded in networking fundamentals and backed by the scripting, tooling and data skills to automate and explain them.

  • Networking

    16 skills
    • TCP/IP
    • OSI model
    • IPv4 & IPv6 addressing
    • Subnetting
    • Routing & switching
    • VLANs
    • STP
    • NAT
    • DNS
    • DHCP
    • VPN (IPSec & SSL)
    • Network security fundamentals
    • Firewall basics
    • Packet analysis (Wireshark)
    • Network troubleshooting
    • Network performance optimization
  • Programming & scripting

    6 skills
    • Python (automation, networking scripts, Flask)
    • TypeScript
    • JavaScript
    • HTML5
    • CSS3
    • Bash
  • Systems & tools

    9 skills
    • Linux (basic administration, networking commands, file system, permissions)
    • Windows & macOS troubleshooting
    • ping, traceroute, netstat, ipconfig/ifconfig
    • Git
    • Docker
    • Vercel
    • Ollama
    • Packet Tracer
    • SAP ERP
  • Databases & analytics

    5 skills
    • PostgreSQL
    • Neon
    • Oracle SQL
    • MySQL & database design
    • Power BI
  • Frameworks & libraries

    3 skills
    • Next.js
    • Flask
    • Tailwind CSS

06Credentials

Certified in networking, educated in business.

Hands-on Cisco certifications and continuous learning, alongside degrees in supply chain management and international business.

Education

  1. 2024Leeds, England

    Master of Science (MS)

    Logistics, Materials, and Supply Chain Management

    Leeds Beckett University

    Graduated with Merit

  2. 2021Kashmir, India

    Bachelor's Degree

    International Business, Trade, and Tax Law

    SSM College of Engineering

Certifications

  • CCNA: Cisco Certified Network Associate

    Cisco

    Credential ID CSCO14269279

  • CCST Networking: Cisco Certified Support Technician

    Cisco

Networking & endpoint management

  • Network SecurityThe Open University
  • Master Computer NetworkingScaler
  • Cloud Computing: Understanding NetworkingLinkedIn
  • Microsoft Intune Fundamentals
  • Benefits of Microsoft Intune

Software development

  • Scientific Computing with PythonfreeCodeCamp
  • Responsive Web DesignfreeCodeCamp
  • JavaScript Algorithms and Data StructuresfreeCodeCamp
  • Front End Development LibrariesfreeCodeCamp
  • Back End Development and APIsfreeCodeCamp

Data & analytics

  • Oracle SQL
  • MySQL and Database Design
  • Power BI
  • Relational DatabasesfreeCodeCamp

07Contact

Let's talk.

Whether it's a role, a collaboration or a question about one of my projects, send a message and it comes straight to my inbox.

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Prefer email? Write to hanaanmir17@gmail.com