KAHAN CHOKSI
Mississauga,ON
Summary
Application Support Analyst with over four years of experience supporting and maintaining enterprise SaaS applications in the automotive and customer service domains. Proven expertise in diagnosing complex software issues using SQL, Kibana, Postman, and New Relic. Adept at collaborating with cross-functional teams to improve system performance, reduce downtime, and enhance customer satisfaction. Known for mentoring junior analysts, streamlining ticket triage workflows, and driving measurable improvements in SLA compliance and support operations.
Overview
5
5
years of professional experience
Work History
Software Support Analyst
Dealer-FX (Snap-On Group)
Markham, ON
02.2022 - Current
- Resolved over 200 client tickets per month, with an SLA compliance rate above 95%.
- Diagnosed and replicated complex software issues using SQL, Kibana, and Postman, leading to a 30% decrease in escalation to the development team.
- Created and managed Azure DevOps tickets for major bugs, reducing response time from third-party vendors by 25%.
- Reduced average ticket resolution time by 20% through improvements in triage and prioritization strategies.
- Proactively monitored applications using New Relic, identifying performance issues before they impacted end users.
- Collaborated with QA and development teams to address recurring issues, and propose enhancements to core software features.
- Mentored over five junior analysts, improving onboarding speed and first-contact resolution accuracy by 35%.
Client Service Representative
Waterdown Collision
Waterdown, ON
06.2021 - 02.2022
- Delivered exceptional customer service, resulting in a 20% increase in customer retention and repeat business.
- Scheduled and managed service appointments, improving shop workflow, and reducing booking errors by 15%.
- Acted as a liaison between customers and service teams to ensure a smooth resolution of disputes and concerns.
Technical Support Advisor
Concentrix Technologies Services (Canada) Limited
Hamilton, ON
09.2020 - 06.2021
- Handled 80+ technical calls daily, resolving hardware/software issues with a 90% first-call resolution rate.
- Provided training and troubleshooting for new products to over 200 users monthly, supporting business continuity.
- Investigated issues in live/test environments, and coordinated with internal teams to deliver fast, effective solutions.
- Created internal documentation for troubleshooting procedures that improved team productivity and knowledge sharing.
Education
Advanced Diploma - Automotive Technician/Technology
Mohawk College of Applied Arts And Technology
Hamilton, ON08.2020
Diploma - Automobile Engineering
Gujarat Technological University
Ahmedabad,GJ06.2015
Skills
Tools & Platforms: SQL, Kibana, New Relic, Azure DevOps, SoapUI, Postman, CRM Systems
Operating Systems: Windows, MacOS, iOS, Android
Soft Skills: Conflict Resolution, Time Management, Remote Support, Active Listening, Team Leadership
Timeline
Software Support Analyst
Dealer-FX (Snap-On Group)
02.2022 - Current
Client Service Representative
Waterdown Collision
06.2021 - 02.2022
Technical Support Advisor
Concentrix Technologies Services (Canada) Limited
09.2020 - 06.2021
Advanced Diploma - Automotive Technician/Technology
Mohawk College of Applied Arts And Technology
Diploma - Automobile Engineering
Gujarat Technological University
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