{ "$schema": "https://raw.githubusercontent.com/jsonresume/resume-schema/v1.0.0/schema.json", "basics": { "name": "Mustafa DOGAN", "label": "Technical Account Manager", "image": "https://mddogan.com/mustafa-dogan.jpg", "email": "mail@mdogan.com", "phone": "+63 960 449 7680", "url": "https://mddogan.com", "summary": "Technical Account Manager at Call Center Studio in Manila. I am the technical point of contact for client stakeholders and the escalation point into product and engineering on a SaaS contact-centre platform. I came to the role through support and business analysis on the same platform, so I can work a problem from the ticket detail to the client conversation, and build the integrations and internal tooling that remove the manual work around it. My agent-driven reporting product took second place at our AI hackathon in July 2026 and is now in production.", "location": { "city": "Metro Manila", "countryCode": "PH" }, "profiles": [ { "network": "LinkedIn", "username": "mustafadogann", "url": "https://www.linkedin.com/in/mustafadogann" } ] }, "work": [ { "name": "Call Center Studio", "position": "Technical Account Manager", "startDate": "2025-08", "summary": "Technical bridge between internal teams and external stakeholders, and the escalation point between clients, product and engineering on complex implementation work. Hands-on delivery for clients in the Philippines. I design and build AI-powered internal and client-facing applications, integrate APIs and SQL systems, and build AI-orchestrated workflows with n8n and MCP/WebMCP.", "highlights": [ "Escalation point between clients, product and engineering", "Internal and client-facing applications, built with Cursor and Vercel", "API and SQL integrations between the platform and customer systems", "AI-orchestrated workflows using n8n and MCP/WebMCP" ], "location": "Manila, Philippines · on-site" }, { "name": "Call Center Studio", "position": "Business Analyst", "startDate": "2024-02", "endDate": "2025-08", "summary": "Turned what the business asked for into technical requirements, and explained back what the platform could and could not do, for teams across the company. Administered CRM and ERP systems, ran delivery in JIRA from intake to completion, and built custom JIRA reports. Automated recurring tasks with Google Apps Script, and mediated between technical teams and clients to shorten resolution times.", "highlights": [ "Requirements translation between technical and non-technical teams", "CRM and ERP administration", "Delivery tracking and custom reporting in JIRA", "Task automation with Google Apps Script" ], "location": "Manila, Philippines · on-site" }, { "name": "Call Center Studio", "position": "Technical Support Specialist", "startDate": "2022-06", "endDate": "2024-02", "summary": "Helpdesk support for a SaaS web-based contact-centre platform with an international customer base. Resolved application issues over email, phone and chat, analysed recurring problems to feed product improvement, and wrote technical documentation and guides so users could resolve common issues themselves.", "highlights": [ "Application support over email, phone and chat", "Recurring issues tracked back into product improvement", "Technical documentation and self-service guides" ], "location": "Istanbul, Türkiye · remote" }, { "name": "AloTech", "position": "Technical Support Specialist", "startDate": "2022-06", "endDate": "2024-02", "summary": "Helpdesk support for AloTech's SaaS contact-centre application over email, phone and chat: diagnosing application problems, producing fixes and workarounds, and writing documentation so users could resolve issues without raising a ticket.", "highlights": [ "Application-level diagnosis and resolution", "Documentation aimed at reducing repeat tickets" ], "location": "Istanbul, Türkiye" }, { "name": "KTÜ Career Development Centre", "position": "Project Intern", "startDate": "2021-12", "endDate": "2022-04", "summary": "Organised and ran career development events for students, from planning through to delivery. Built software that generated and distributed participation certificates automatically, and reported on programme outcomes. Assistant manager for DOKKAF, the East Black Sea Career Fair.", "highlights": [ "Career development events, planned and delivered", "Certificate generation and distribution automated in software", "Assistant manager, DOKKAF career fair" ], "location": "Trabzon, Türkiye" }, { "name": "Bilişim Eğitim Merkezi", "position": "Corporate Trainer", "startDate": "2021-07", "endDate": "2021-08", "summary": "Designed and delivered corporate training on CRM, SAP, ERP and other enterprise information systems, and set assessments to measure what participants retained. Also ran personal development sessions for managers and team leads.", "highlights": [ "Training on CRM, SAP and ERP systems", "Assessments used to measure retention", "Leadership sessions for managers" ], "location": "Türkiye" }, { "name": "TechOps Center", "position": "Software Test Engineer", "startDate": "2021-03", "endDate": "2021-07", "summary": "Outsourced software testing for client companies. Wrote and ran test cases for web and mobile applications, automated regression runs with Selenium, and returned findings to development teams. Re-tested before release to confirm fixes held.", "highlights": [ "Test cases for web and mobile applications", "Regression automation with Selenium", "Findings returned to development teams, then re-tested" ], "location": "Istanbul, Türkiye" }, { "name": "Tempo Çağrı Merkezi", "position": "Operational Support and Trainer", "startDate": "2020-12", "endDate": "2021-02", "summary": "Trained customer service representatives on application use and case-handling technique, and developed the training material they worked from.", "highlights": [ "Application and case-handling training for representatives", "Training material developed in-house" ], "location": "Şanlıurfa, Türkiye" }, { "name": "Tempo Çağrı Merkezi", "position": "Operational Support", "startDate": "2020-09", "endDate": "2020-11", "summary": "Guided customer service representatives through difficult cases and coordinated the team so work was distributed evenly across the shift.", "highlights": [ "Case guidance for representatives", "Team coordination across shifts" ], "location": "Şanlıurfa, Türkiye" }, { "name": "Tempo Çağrı Merkezi", "position": "Customer Relations Specialist", "startDate": "2020-03", "endDate": "2020-08", "summary": "Handled inbound customer issues by phone: understanding the problem, resolving it where possible, and escalating it with the detail the next team needed.", "highlights": [ "Inbound issue resolution by phone" ], "location": "Şanlıurfa, Türkiye" } ], "education": [ { "institution": "Imperial College London", "studyType": "MSc Machine Learning & Data Science", "startDate": "2023-10", "endDate": "2025-09", "score": "Merit" }, { "institution": "Karadeniz Technical University", "studyType": "BSc Management Information Systems", "startDate": "2019-09", "endDate": "2023-06", "score": "Honours" } ], "certificates": [ { "name": "Gemini for Developers", "issuer": "Google DeepMind", "date": "May 2026" }, { "name": "Exploring AI with Google AI Studio", "issuer": "Google DeepMind", "date": "May 2026" }, { "name": "Getting Started with Google Gemini API", "issuer": "Google DeepMind", "date": "May 2026" }, { "name": "Optimization Methods in Business Analytics", "issuer": "MIT OpenCourseWare", "date": "Apr 2026" }, { "name": "Computational Neuroscience with Neuroblox", "issuer": "MIT OpenCourseWare", "date": "Apr 2026" }, { "name": "Understanding the Enterprise Systems Environment", "issuer": "SAP", "date": "Dec 2025" }, { "name": "SAP Professional Fundamentals", "issuer": "SAP", "date": "Dec 2025" }, { "name": "Microsoft Business Analyst", "issuer": "Microsoft", "date": "May 2025" }, { "name": "Power Platform in Business Analysis", "issuer": "Microsoft", "date": "May 2025" }, { "name": "Requirements Gathering in Business Analysis", "issuer": "Microsoft", "date": "May 2025" }, { "name": "Azure AI Fundamentals (AI-900)", "issuer": "Microsoft", "date": "2025", "summary": "pending reconciliation" }, { "name": "Google Cloud Digital Leader", "issuer": "Google Cloud", "date": "2024", "summary": "pending reconciliation" }, { "name": "Google IT Automation with Python", "issuer": "Google", "date": "2023", "summary": "pending reconciliation" }, { "name": "Postman: REST API Testing", "issuer": "Postman", "date": "2023", "summary": "pending reconciliation" }, { "name": "Scrum Master Certification", "issuer": "Scrum Alliance", "date": "2023", "summary": "pending reconciliation" }, { "name": "SQL Advanced", "issuer": "HackerRank", "date": "2023", "summary": "pending reconciliation" }, { "name": "ISTQB Foundation", "issuer": "Turkish Testing Board", "date": "2022", "summary": "pending reconciliation" } ], "skills": [ { "name": "Technical domains", "keywords": [ "CCaaS / VoIP", "SaaS platforms", "CRM / ERP", "Zoho CRM", "HubSpot", "REST APIs", "SQL", "n8n", "MCP / WebMCP", "Google Apps Script", "JIRA", "Selenium", "Python", "SAP", "Power Platform", "Cursor", "Vercel", "HTML / CSS / JS", "BigQuery", "Chrome extensions (MV3)", "Flutter", "Docker" ] }, { "name": "Capabilities", "keywords": [ "Client technical ownership", "Platform automation and bulk operations", "Integration middleware", "Recovering an undocumented interface", "Mobile delivery", "Reporting and reconciliation", "Test automation and load testing", "Working across timezones", "Applications and browser tooling" ] } ], "languages": [ { "language": "Turkish", "fluency": "Native" }, { "language": "English", "fluency": "Professional" }, { "language": "Kurdish", "fluency": "Professional" }, { "language": "Spanish", "fluency": "Elementary" }, { "language": "Tagalog", "fluency": "Elementary" } ], "projects": [ { "name": "Dialler rule engine", "description": "Campaign and contact-list management for contact-centre tenants. An operator writes conditions over the live columns, either in a visual builder or as a SQL WHERE clause, previews the matching set, and then applies bulk actions to it: priority, urgency, agent assignment, disabling contacts. Every run is audited per contact, and a rule can run on a schedule instead of by hand.", "keywords": [ "Query compilation" ] }, { "name": "Agentic Report Studio", "description": "Reporting product for tenants whose requirements fall outside the platform's standard reports. Users describe what they need and get a governed query against the warehouse. Second place at the AloTech AI Hackathon, July 2026, and in production afterwards with real tenants.", "keywords": [ "Second place, AI hackathon" ] }, { "name": "Reporting client for iOS and Android", "description": "Phone client for the reporting product, built to match the web app screen for screen rather than offer a reduced version of it: conversational reporting with streamed answers, saved reports, and dashboards with cross-filtering and drill-down. Routes are deep-linkable and mirror the web paths, and the interface ships in Turkish and English.", "keywords": [ "Mobile delivery" ] }, { "name": "Curyy", "description": "Native Android product I build and run myself, aimed at the Philippines: it logs what you eat and gives allergy, calorie and budget guidance in a floating overlay. With per-app consent it reads the screens of allow-listed food delivery apps as text, so an order becomes a logged meal without anyone typing it in. It writes nutrition back to the phone's health platform, tracks spending against a budget, and exposes its own MCP server so an assistant can read the diary and log a meal.", "keywords": [ "A product owned end to end" ] }, { "name": "CRM to contact-centre bridge", "description": "Lets a sales team push leads and deals out of their CRM straight into a dialling campaign, with their own field mapping, triggered from a workflow action, a button on the record, or automatically when the record changes. One codebase with the CRM side and the contact-centre side both behind provider interfaces, so a second CRM or a second platform is an implementation rather than a fork.", "keywords": [ "Integration middleware" ] }, { "name": "May reklamo", "description": "Public complaint platform for Philippine brands, government offices and public authorities, in English and Tagalog. Complaints and replies are written in a rich-text editor, supporting files are attached as screenshots or documents, and sign-in is with Google. Built and run outside work, on my own.", "keywords": [ "A product shipped end to end" ] }, { "name": "Call search and bulk recording export", "description": "Multi-tenant tool for finding calls with the full filter set an operations team actually uses, then downloading the recordings — one at a time or an entire result set — or delivering them to an FTP, FTPS or SFTP target. Any tenant onboards itself: type the tenant address and the branding switches to match; sign in with the tenant's own single sign-on, then add your own API credentials.", "keywords": [ "Multi-tenant product delivery" ] }, { "name": "Softphone shell for Android", "description": "Android application that hosts the browser softphone agents already use, so a phone can be the working device. The call session stays alive in the background, the microphone is wired through, incoming calls raise native notifications, and dialling a number from another app hands off into the softphone.", "keywords": [ "Native and web integration" ] }, { "name": "Demo builder", "description": "Tool for showing a click-to-connect feature in context. A partner names the page they want it on; the tool takes a static copy of that public homepage, injects the script, and publishes it under a demo URL with a banner linking back to the original site, so a conversation can happen over the partner's own page instead of a generic sandbox.", "keywords": [ "Pre-sales tooling" ] }, { "name": "Browser test platform", "description": "Test platform for an ordering integration. Scenarios are stored and edited centrally rather than checked in as scripts, run in real browsers on demand, watched live while they run, and their artefacts filed automatically. Access is by role, and a new account has to be approved before it can run anything.", "keywords": [ "Test automation" ] }, { "name": "API Explorer", "description": "Browser extension that watches the requests a web application makes while you use it and turns them into a searchable collection: every endpoint, its payloads and its headers, with any of them replayable. Published on the Chrome Web Store. It can hand a captured endpoint to an AI provider for analysis, using a key you supply yourself.", "keywords": [ "Reverse engineering, as a tool" ] }, { "name": "Workflow-as-code toolkit", "description": "Command-line tooling for the automation platform, so workflows are created, listed, renamed, audited and cleaned up from a script instead of by hand in the editor. Executions can be pulled back down for inspection when something failed overnight.", "keywords": [ "Infrastructure as code" ] }, { "name": "On-call schedule and alerts", "description": "Application that puts the on-call rota and the open alerts behind the same sign-in the platform already uses, so whoever is on shift can see who is on call and what is firing without a second account and a second tool.", "keywords": [ "Operations tooling" ] }, { "name": "Call flow documentation and build automation", "description": "A written reference for every one of the 52 step types a call flow can contain — what each does, which fields it requires and which are optional — and scripts that build and export flows against it instead of clicking them together in the console.", "keywords": [ "Configuration as code" ] }, { "name": "Model Context Tool Inspector", "description": "Browser extension for inspecting, monitoring and running the tools a page exposes to an agent through Chrome's experimental in-page tool API. Published on the Chrome Web Store. It needs a flag turned on because the API it targets is not shipped yet.", "keywords": [ "Agent tooling at the edge of the platform" ] }, { "name": "Self-hosted automation platform", "description": "Two n8n instances, development and production, carrying 140 workflows with 62 running: bridges between the contact-centre platform and CRMs, scheduled reconciliation, warehouse reporting, and 106 webhook endpoints other systems call into.", "keywords": [ "Workflow automation" ] }, { "name": "RAG Lab", "description": "Teaching tool that walks through a retrieval pipeline one stage at a time — ingestion, chunking, embeddings, sparse index, retrieval, reranking, context packing, generation, validation — and puts BM25, vector, hybrid and hybrid-with-reranker side by side so the difference is visible. Explanations come in a beginner and a technical register.", "keywords": [ "Explaining a system by building it" ] }, { "name": "Digital business card", "description": "A single page that hands over contact details, with a QR code for the certification list. Written by hand with no framework and no build step.", "keywords": [ "Front-end delivery" ] } ], "meta": { "version": "1", "lastModified": "2026-08-11", "canonical": "https://mddogan.com/cv" } }