Open to opportunities

Monica DB

@monicadb

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IT Support Engineer with 7 years resolving enterprise Windows issues—calm, customer-focused, and SLA-driven.

India

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What I'm looking for

I’m an immediate joiner seeking a customer-focused IT support role in an enterprise Windows environment, handling incidents end to end with ServiceNow/JIRA and improving SLAs, while collaborating during P1/P2 critical incidents.

I’m an IT Support professional with 7 years of experience as the first point of contact for end users, diagnosing and resolving technical issues across hardware, software, and enterprise systems. I’ve built a strong track record in Windows-based enterprise environments using remote support and ticketing tools (ServiceNow, JIRA), consistently achieving 4.5/5 CSAT and 9/10 First Level Resolution.

In my recent role as Technical Support Engineer II, I handled 40–60 daily issues from international B2B clients, delivering remote troubleshooting across Cisco VPN, Symantec VIP Access, MS Azure, Citrix, and BitLocker recovery, while maintaining strict GDPR and data security compliance. I also trained new hires, supported complex escalations, and previously reduced average resolution time by 15% while earning 200+ five-star reviews—always staying calm under pressure and coordinating with cross-functional teams during critical incidents.

Experience

Work history, roles, and key accomplishments

Technical Support Engineer II

Amazon (WTC)

May 2023 - Jan 2026 (2 years 8 months)

Served as first point of contact for 40–60 daily technical issues from international B2B clients, troubleshooting Windows issues across Outlook, Teams, printers, and PC performance. Provided remote troubleshooting for Cisco VPN, Symantec VIP Access, Azure, Citrix, and BitLocker recovery, resolving issues via ServiceNow and JIRA while coordinating bridge calls for P1/P2 incidents.

Windows Outlook Microsoft Teams Printers Remote Desktop Support VPN Symantec VIP Access Microsoft Azure Citrix Bitlocker ServiceNow Jira GDPR Incident Escalation Customer Support

Support Specialist

IGT Solutions

Sep 2020 - May 2023 (2 years 8 months)

Diagnosed and resolved 40+ daily customer issues related to booking systems, payment failures, and confirmation errors while maintaining a 4.5/5 CSAT. Investigated and resolved system-flagged conflicts using Global Distribution Systems (GDS), reducing average resolution time by 15%.

Customer Support booking systems Confirmation Errors Global Distribution System (GDS)

Customer Support Executive

Promtitude LLC

Apr 2018 - Aug 2020 (2 years 4 months)

Managed high-volume support queues, resolving technical and account-related queries within 24 hours. Maintained CRM data integrity by accurately logging issues and resolutions, and streamlined workflows to meet/exceed Service Level Agreements (SLAs).

Customer Support Technical Support Account Support Issue Resolution Workflow Optimization SLA Management