01Smart Synapse
Enterprise Service Desk & CRM Integration
An internal support and issue-resolution ticket system developed under the ISO/IEC 29110 framework during a software engineering internship, deeply integrated with core corporate CRM to streamline technical support workflows.
Designing an efficient technical support workflow with automated SLA monitoring and ticket lifecycle tracking, capturing and displaying customer and service data from corporate CRM for issue verification without modifying master records directly.
Drove execution as Systems Integration (SI) Engineer, architecting a decoupled read-model synchronized with corporate CRM under senior mentorship. Responsible for translating Software Requirements Specifications (SRS) directly into Software Design Documents (SDD)—including IMP/USD specifications, sequence diagrams, use cases, and component structures—ensuring strict ISO/IEC 29110 compliance. Accelerated full-stack engineering using modern AI-assisted development tools for schema design and documentation.
Tech: Next.js · TypeScript · Bun · OpenSearch · Prisma · PostgreSQL
Evidence — Delivered audit-ready software designs and complete SDD documentation compliant with ISO/IEC 29110. Demonstrated stable end-to-end ticket tracking and audit logging.






