Shahid Khan

I've supported enterprise SaaS platforms and healthcare operations for over five years, using SQL, APIs, Postman, Datadog, and operational analysis to resolve complex issues and improve customer outcomes.

At Dimagi, I investigated high-priority CommCare issues, partnered with developers on root-cause resolution, managed Priority 1 incidents and SLA compliance, and improved support triage through reporting, documentation, and ticket trend analysis. I was promoted from Support Analyst to Senior Support Analyst and mentored junior analysts through onboarding and day-to-day support.

In my current remote role with HK Occupational Therapy, I coordinate medical aid claims, validate billing sheets, liaise with suppliers and healthcare providers, and build SOPs and scalable operational systems for a growing specialist practice.

Previously, I supported international software products at SupportYourApp and managed IT infrastructure, reporting, databases, and staff training at Urban Living. I enjoy bridging technical and business stakeholders through practical problem solving, clear documentation, and process improvement.