Khaled Nached Email & Phone Number

New York, Ny, Us

Boston, Ma, Us

Delivered expert technical support to over 1,000 customers, maintaining an average response time under 30 minutes and a 95% customer satisfaction rate.Used Linux for system administration tasks, diagnosing performance issues, analyzing logs, and troubleshooting distributed environments to enhance stability and functionality.Wrote and executed SQL queries to investigate and resolve Drupal database issues, ensuring data integrity and optimizing system performance.Debugged and resolved API integration issues using tools like Postman and New Relic, improving application workflows and operational efficiency.Specialized in troubleshooting Acquia Cloud APIs, Acquia CLI, and search solutions such as Acquia Search, Solr, and ElasticSearch, ensuring smooth operations across cloud systems.Mentored junior engineers, developing effective troubleshooting strategies and establishing an escalation framework that reduced response times and improved case resolution accuracy.Authored and maintained comprehensive knowledge base articles, cutting resolution times by 20% and boosting overall team productivity.Enhanced troubleshooting capabilities by leveraging tools like Sumologic for log analysis, New Relic for application monitoring, DOMO for data insights, and Akamai CDN and Cloudflare WAF for content delivery optimization and security.Collaborated with geographically distributed teams to manage customer cases efficiently using Salesforce Lightning Service Cloud and Jira, refining incident management processes and driving faster resolutions.Fostered a customer-centric approach by prioritizing client needs and ensuring seamless communication through clear verbal and written correspondence.

New Haven, Ct, Us

Played a significant role in the evolution of a comprehensive web application central to university operations, managing various functions, including sign-in protocols and a suite of private and public web applications.Actively involved in an extensive system overhaul, encompassing restructuring of databases, refining web design, and reengineering various backend algorithms.Maintained and improved a legacy codebase by fixing bugs, adding new features, and refactoring existing code to enhance performance and maintainability.Conducted user interviews to gather feedback, resulting in the removal of unnecessary features from the UI and enabling an earlier-than-expected deployment of the new interface.Optimized and refactored the database by enhancing queries and redesigning key components, resulting in improved performance, scalability, and ease of future maintenance.Conducted comprehensive system analysis to document the architecture and functionality of a legacy system in preparation for a complete rebuild.Facilitated cross-departmental collaboration, effectively communicating technical concepts to both technical and nontechnical stakeholders to align on system understanding and rebuild requirements.Coordinated and managed meetings across various departments, ensuring timely and thorough information collection for accurate documentation.Reduced the codebase by 40% in legacy apps converted to Laravel. Created documentation for software to assist residence life staff.Managed the backend of the Drupal-based Residence Life Website, adding contrib and custom modules.Used Jira to track software development lifecycle management and workflows.

Designed and developed an online music distribution platform from the ground up using Java Spring Boot for the backend and Next.js for the frontend, serving over 1,000 music artists and industry professionals.Built features that allow users to create accounts, upload albums and tracks, and distribute their music across platforms like Apple Music, Spotify, SoundCloud, and DistroKid, generating revenue through streaming royalties.Developed a dynamic dashboard for users to track performance metrics, providing real-time data on streams and profits, leading to a 25% increase in artist engagement on the platform.Implemented advanced administrative features, including a real-time overview of the platform's top-performing artists, total revenue generated, and tools for audio re-mastering to enhance track quality, boosting artist satisfaction by 30%.Integrated Stripe API for handling subscription plans, managing payments, and providing comprehensive receipt history, which resulted in a 15% increase in user retention by offering seamless billing and plan management.Collaborated on performance optimization, reducing server response times by 40%, ensuring a smooth user experience across all devices.