John McDonald

Experienced Technical Support Engineer with a strong background in web applications, SaaS troubleshooting, and process automation. Skilled in diagnosing and resolving API, SQL, and log-related issues, building knowledge bases that reduce ticket volume, and creating workflow automation that improves efficiency and customer satisfaction. 

Current Role: IT & Technical Support Specialist at a leading steel supply company (9+ years)  managing help desk requests, integrating enterprise systems, and supporting SaaS/web applications. 

Past Experience: Senior Web Applications Developer & Technical Support Engineer at a global data storage company (19+ years) launched seagate.com support portal, developed knowledge bases, and built intelligent troubleshooting tools using case-based reasoning and Lotus Notes workflows. 

Technical Skills: SaaS/Web App Troubleshooting, Log Analysis, SQL/MySQL, APIs, PHP, Python, JavaScript, Linux, WordPress
Current Stack: React + Tailwind CSS + Vite + PHP Webhooks
Support Tools: Knowledge base management, SLA monitoring, and escalation workflows. Some Familiarity with Zendesk 
Learning Stack: Agentic Coding Full Stack with GPT5/GPT-MCP/Gemini2.5  ~  Generative AI Images/Video, Runway, Nano-Bananna

Passionate about customer advocacy, knowledge sharing, and building scalable technical support solutions. Open to networking, collaborations, and new opportunities in technical support, SaaS troubleshooting, and process automation.

Let’s connect!