Service Management System

Overview

A centralized Service Management System that streamlines customer support operations, service request handling, and organizational knowledge sharing — covering query management, FAQ administration, intelligent tagging, search, reporting, and access control.

Problem

Support teams needed a single platform to track and resolve service requests, maintain a shared knowledge base of FAQs, and quickly surface relevant historical answers, all while keeping access to sensitive operations restricted by role.

Solution

Built a Spring Boot backend exposing REST APIs for query, FAQ, and tagging management, paired with a Next.js/TypeScript frontend secured with NextAuth, adding dynamic tagging and search to make both queries and knowledge articles easy to discover.

My Responsibilities

• Designed and developed scalable backend services using Java and Spring Boot.
• Built responsive frontend applications using Next.js, TypeScript, and NextAuth.
• Developed RESTful APIs for query management, FAQ management, and tagging services.
• Implemented secure authentication and role-based authorization mechanisms.
• Designed database models and optimized query performance.
• Developed search and filtering capabilities for quick information retrieval.
• Collaborated with business stakeholders to deliver scalable and maintainable solutions.

Architecture

Java and Spring Boot REST services with Spring Security for authentication/authorization, backed by a relational database with optimized query models, and a Next.js/TypeScript frontend using NextAuth for secure, role-aware sessions.

Business Impact