Tabrez Chikhalia
Product Support Analyst @Civica
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WORK HISTORY
Product Support Analyst @Civica
Leeds, GB
Key Responsibilities & AchievementsIncident Management: Proactively identify and escalate high-priority incidents to the Support Team Leader. Ensure incident SLAs are consistently met or exceeded, aligning with the business unit’s service targets and objectives.Customer Service Excellence: Deliver outstanding customer service by maintaining clear and timely communication with clients. Keep users informed of the status of their support tickets and assist with escalations as needed. This includes supporting customers during UAT phases and contributing to the resolution of project-related issues.Technical Troubleshooting: Utilise SQL queries to diagnose and resolve customer issues effectively, ensuring quick turnaround and high-quality support outcomes.Cloud Platform Monitoring (Azure): Currently expanding knowledge in Microsoft Azure. Monitor the Azure environment to ensure virtual machines (VMs) are running smoothly. Act as the lead analyst for documenting customer setups during Azure migrations and sharing this information with the wider support team.Product Expertise & Implementation Support: Maintain deep product knowledge, continually adapting as product offerings evolve. Played a key role in the rollout of LanDesk to the support team, serving as a product champion responsible for QA, testing, and end-user training during implementation.Knowledge Management: Support the development and maintenance of internal knowledge libraries. Regularly document solutions and best practices for internal use and customer self-service. Contribute to continuous improvement efforts by testing fixes, patches, and hotfixes before deployment.Training & Mentoring: Actively involved in onboarding and training new starters, helping them integrate quickly into the team and understand core support processes and tools.
EDUCATION
Leeds Beckett University
BSC Computer Communications
Castle Hall, Mirfield
GCSE's
SKILLS
ABOUT TABREZ CHIKHALIA
I am a motivated and resourceful professional with over 18 years of experience in product support across various CRM and workflow systems within multiple industries. My strong communication skills enable me to collaborate effectively with both technical and non-technical stakeholders.With a solid background in problem-solving and fault diagnosis, I am adept at prioritising tasks and managing UAT (User Acceptance Testing) issues for both customers and internal projects. I apply these skills not only in my professional role but also in personal settings, demonstrating adaptability and resilience.I am confident in liaising with individuals at all levels, including Senior Leadership and external vendors, and I have consistently demonstrated excellent interpersonal and communication abilities.My versatile skill set has enabled me to take on responsibilities beyond traditional application support roles. I have supported project teams as a UAT Coordinator, provided user experience feedback, assisted with functional testing, floorwalking, and delivered enhanced support when required.Progressive-minded and keen to stay aligned with industry advancements, I am currently expanding my skill set by learning Microsoft Azure. I bring a collaborative spirit, strong critical thinking skills, and a proven ability to contribute effectively to cross-functional teams.Please feel free to contact me if you require any further information.
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