Chintan Pandya

IT Support Engineer with 4+ years of experience providing L1/L2 technical support for a cloud-based Legal Case Management SaaS platform, supporting over 300 users across multiple business locations. Backed by 10+ years of software development experience in Core PHP, REST APIs, MySQL, and enterprise web applications, bringing strong expertise in application troubleshooting, root cause analysis, production support, and cross-functional collaboration. Skilled in Microsoft 365 Administration, Microsoft Entra ID (Azure AD), Windows administration, remote support, and ITSM tools, with a proven ability to resolve technical issues efficiently while maintaining high customer satisfaction.

IT Support Engineer at Tuckers Solicitors LLP (2022-02 – Present)

• Provide Level 1 and Level 2 IT support to over 300 end users across cloud and on-premises environments.
• Administer Microsoft 365 and Microsoft Entra ID, including user creation, account management, shared mailboxes, distribution groups, and access permissions.
• Troubleshoot Windows operating system, Microsoft Office, Outlook, Teams, printers, scanners, laptops, cameras, and peripheral devices.
• Resolve hardware, software, and network connectivity issues while consistently meeting SLA targets.
• Manage incidents and service requests using HaloITSM ticketing system.
• Achieved approximately 99% same-day ticket resolution.
• Reduced average ticket resolution time by approximately 40% through improved troubleshooting and documentation.
• Collaborate with software development teams for application-related incidents and production issues.
• Prepare and maintain IT documentation, SOPs, and knowledge base articles.
• Deliver excellent customer support while maintaining high user satisfaction.

Senior PHP Developer at Tuckers Solicitors LLP (2018-01 – 2022-01)

Developed and maintained a Legal Aid Case Management Web Application using Core PHP and MySQL to support business operations.

• Designed, developed, and maintained RESTful APIs to enable seamless communication between web and mobile applications.
• Collaborated closely with Android and iOS mobile application developers by delivering JSON-based API responses and ensuring accurate data exchange.
• Integrated third-party REST APIs and implemented secure API communication for various application modules.
• Developed new features and enhanced existing functionalities based on business and client requirements.
• Diagnosed and resolved application defects, production issues, and performance bottlenecks to ensure system stability.
• Wrote optimized SQL queries and performed database design, maintenance, and performance tuning using MySQL.
• Worked closely with QA and business stakeholders to reproduce, troubleshoot, and resolve software defects before production releases.
• Participated in deployment activities, application maintenance, and post-release production support.
• Created and maintained technical documentation for application modules, API endpoints, and troubleshooting procedures.
• Collaborated with cross-functional teams, including IT Support, QA, and business users, to deliver high-quality software solutions within project timelines.

Senior PHP Developer at Webmaker Technolab (2015-09 – 2017-12)

• Developed and maintained PHP web applications using PHP and MySQL.
• Fixed application bugs and implemented new features based on client requirements.
• Coordinated with clients and internal technical teams.
• Wrote and optimized SQL queries for improved database performance.
• Participated in application testing, deployment, and production support.

Junior PHP Developer at C4N Technology (2013-06 – 2015-08)

• Developed modules for web applications in core PHP.
• Worked on Custom database driven website.
• Managed Web hosting and file manager
• Developed websites using technologies like JavaScript, Jquery, HTML, CSS
• Fixed bugs and provided application support.

Junior PHP Developer at Applisoft Technologies (2011-12 – 2013-05)

• Developed and maintained web applications using PHP, MySQL, and JavaScript.
• Collaborated with the design team to create user-friendly interfaces.
• Convert PSD to HTML conversion for develop website from scratch
• Maintaining existing website and make responsive design structure
• Assisted in troubleshooting and debugging websites to ensure optimal performance which help for SEO