Magesh M.

L2/L3 technical support is the strongest part of my background. Most of my work has been in escalations, troubleshooting, and issue ownership — cases that were no longer straightforward and needed proper investigation. My approach is to check logs, understand system behavior, reproduce the issue where possible, document findings clearly, and coordinate with engineering when deeper analysis or a code-level fix is needed. I stay with cases through to resolution. I have worked across cloud and on-prem environments on issues involving APIs, authentication, SSO/LDAP/MFA, ETL and data workflows, storage integrations, and recurring production problems. I have also worked in Zendesk-driven environments where response quality, follow-up, and clear communication mattered alongside the technical fix. My customer-facing experience includes large enterprise organizations across the US and Europe — banking, telecom, insurance, and other high-scale sectors — where the technical issue mattered, but so did clarity, pace, and ownership. My approach on every case: understand the issue properly, gather the right evidence, keep communication clear, document what matters, and move it forward. --- TOOLING AND PLATFORMS - Support platforms: Zendesk · Jira · Salesforce · ServiceNow · Intercom - Log and diagnostic tools: Kibana · Splunk · Elasticsearch · New Relic - Identity and access: Azure AD / Entra ID · ADFS · Okta · LDAP · SAML · MFA - Cloud platforms: AWS · Azure · GCP (across supported environments) - Infrastructure exposure: Docker · Kubernetes · TCP/IP · VPN · Load Balancers - Content and storage integration: SharePoint · Box · S3 SCRIPTING, AUTOMATION, AND DATA - REST API — integration troubleshooting, structured request/response analysis, consumption scripting - SQL, PostgreSQL and MS SQL Server; database-level investigation, query-driven root cause analysis - PowerShell - file system automation, metadata extraction, CSV/JSON export pipelines, operational scripting - Power Query (M) - multi-source ETL, schema normalization, incremental refresh, reconciliation workflows - Excel VBA — orchestration, validation, reporting automation, self-service operational tooling - Power BI — dashboard-ready data preparation, operational reporting, visualization - Automation — Zendesk and Jira triggers, webhooks, workflow automation, AI-assisted routing