Monali Bhagat

I’m a Service Desk & Technical Support professional with 3+ years of experience providing L1 technical support, troubleshooting user issues, and managing ticket lifecycles in fast-paced environments. I focus on timely issue resolution, accurate incident handling, and keeping customers informed from logging through closure.

In my Associate Technical Support Engineer role at Quick Heal Technologies Ltd., I support customers through calls and emails, resolve issues within defined SLA timelines, and perform troubleshooting and root-cause analysis for technical and software-related problems. I log, track, and manage incidents and service requests using internal ticketing systems, maintain accurate incident logs and resolution records, and escalate unresolved or complex cases to QA and development teams with detailed documentation.

Right now, as a Sales Support Coordinator at Worldpay, I continue coordinating customer issue resolution with internal teams, ensuring timely updates to clients and maintaining accurate customer records in internal systems. I also bring a process-improvement mindset—streamlining support operations through cross-functional collaboration—and I strengthen my toolkit with certifications including ISTQB (Foundation Level), Linux (Udemy), MS Excel, and an AML compliance masterclass.