Reshma S User

I’m an Associate Software Engineer with 3+ years of experience providing L2/L3 support for enterprise SaaS banking solutions used by global financial institutions. I focus on troubleshooting enterprise applications end-to-end—detecting defects, reproducing issues, and driving resolutions that improve stability.

In my role, I manage 20+ customer cases per week while consistently exceeding SLA commitments. I achieved full product proficiency within one month and became a top-performing engineer within six months, earning multiple performance awards.

I strengthen reliability through advanced debugging and analysis using MS SQL, Oracle SQL, REST API debugging, Java application analysis, Linux log analysis, and server diagnostics. I also conduct detailed Root Cause Analysis (RCA) for recurring production issues and communicate corrective actions and preventive recommendations to enterprise customers.

I coordinate implementations, installations, configuration changes, production deployments, migrations, upgrades, and release validation—serving as the Primary Point of Contact (POC) for upgrade and implementation projects. I document solutions using Knowledge-Centered Support (KCS) principles and automate repetitive support tasks using Python and Shell scripting to improve investigation efficiency.