THAANUSSH MOAGANASUNDRAM
Batu Caves,Malaysia
Summary
Professional with strong background in technical support, adept at diagnosing and resolving complex software and hardware issues. Focused on fostering team collaboration and driving results through adaptive problem-solving and clear communication. Possesses core skills in troubleshooting, system administration, and customer service, coupled with proactive approach to addressing evolving technical challenges. Reliable and versatile, consistently meeting dynamic needs of fast-paced environment.
Overview
6
6
years of professional experience
2022
2022
years of post-secondary education
Work history
Associate Support Engineer
E2open
Kuala Lumpur
05.2024 - 02.2026
- Implemented automation to monitor systems and proactively alert relevant stakeholders, significantly reducing manual and redundant operational work.
- Coordinated end-to-end SSL certificate management, including issuance, renewal, validation, and troubleshooting certificate mismatches to prevent service disruptions.
- Diagnosed and resolved customer issues related to transaction failures from certificate mismatches and data quality concerns, achieving timely service restoration.
- Troubleshot and resolved customer issues related to transaction failures, data quality discrepancies, and system outages, minimising downtime and supporting customer satisfaction.
- Monitored system performance using platforms like Zabbix and Site24x7.
- Fulfilled responsibilities on rotating 24/7 shift basis to maintain service levels.
- Addressed critical customer concerns promptly by coordinating with Client Experience, Cloud Operations, Professional Services, and Product Development teams.
- Generated daily reports to identify and resolve supplier data quality issues, including missing columns, unprocessed POs, and unauthorized changes to shipped POs, enhancing data accuracy and operational efficiency.
- Ensured clear communication and provided status updates on incident progress and resolution timelines.
Network Engineering Lab Assistant
Universiti Teknologi Malaysia (UTM)
Kuala Lumpur
09.2019 - 07.2023
- Configured routers and switches in controlled lab environment, applying IP addressing, subnetting, and default gateway setups.
- Performed in-depth network performance analysis using monitoring tools like Wireshark, optimizing network reliability.
- Researched and implemented key networking protocols, including TCP/IP, UDP, DNS, and DHCP, gaining strong understanding of their real-world applications.
- Developed and tested network security configurations, implementing firewall rules, VLAN setups, and access control lists (ACLs) to enhance network protection and prevent unauthorized access.
Education
Bachelor’s Degree - Electrical and Electronic Engineering
Universiti Teknologi Malaysia (UTM)
Johor Bahru, Johor 01.2019 - 01.2023
Foundation in Engineering - Engineering
Matrikulasi Pulau Pinang
Kepala Batas, Penang 01.2018 - 01.2019
Sijil Pelajaran Malaysia (SPM) -
Sekolah Menengah Kebangsaan Hillcrest
Kepala Batas, PenangSkills
- Software: Microsoft Office (Word, Excel, and PowerPoint)
- Networking Basics: SSL/TLS, DNS, HTTP/HTTPS, certificate validation
- Automation: Monitoring and alerting automation, process optimization, reduction of manual tasks
- Security & Certificates: SSL certificate lifecycle management, renewal coordination, certificate mismatch troubleshooting
- Operating Systems: Linux, Windows
PERSONAL STRENGTHS
Technical Support (L2)
- First-level to advanced technical support
- Ticket triaging, prioritization, and escalation management
- SLA adherence, on-call / 24x7 operations, and incident resolution
- Automation of monitoring, alerting, and operational workflows
- Reduction of manual and redundant tasks
- Continuous improvement and operational efficiency
REFERENCES
Lee, Wei Sin, Talent Development Manager, weisin@usainsgroup.com, 04-6437420 (Ext: 255), 04-6535711, 012-5946654, Usains Holding Sdn. Bhd.
Languages
English
Fluent
Malay
Fluent
Tamil
Fluent
Timeline
Associate Support Engineer
E2open
05.2024 - 02.2026
Network Engineering Lab Assistant
Universiti Teknologi Malaysia (UTM)
09.2019 - 07.2023
Bachelor’s Degree - Electrical and Electronic Engineering
Universiti Teknologi Malaysia (UTM)
01.2019 - 01.2023
Foundation in Engineering - Engineering
Matrikulasi Pulau Pinang
01.2018 - 01.2019
Sijil Pelajaran Malaysia (SPM) -
Sekolah Menengah Kebangsaan Hillcrest