Gurkanwal Kaur

I’m a Technical Support Specialist with hands-on experience supporting SaaS applications using ITIL-based incident management and production monitoring. I focus on troubleshooting complex issues fast, performing root cause analysis, and improving long-term service quality through clear documentation.

In my recent role, I delivered application support for 3+ SaaS modules by troubleshooting installations and CRA workflows, restoring user access within SLA targets (average resolution under 4 hours). I performed root cause analysis across 4+ tax workflows (T1, T2, GST/HST), reducing repeat incidents by 30% while improving resolution accuracy. I also resolved 20+ recurring system issues by investigating defects and publishing troubleshooting guides, reducing service desk volume by 25%.

Previously as a Production Support Engineer, I reduced incident resolution time by 30% through improved triage workflows, root cause analysis, and escalation processes for critical applications. I maintained 99% application availability by proactively monitoring systems, validating batch jobs, and executing recovery actions. I achieved 100% SLA compliance while managing 50+ incidents per month and developed 12+ SOPs/runbooks to reduce repeats by 25%.

I bring customer-first execution from high-volume service experience, resolving 100+ daily customer issues by prioritizing requests, troubleshooting effectively, and training/onboarding teammates to improve ramp-up and support readiness.