Open to opportunities

monika singhal

@monikasinghal

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Experienced Service Desk Engineer with expertise in IT support and client satisfaction.

India

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What I'm looking for

Seeking a dynamic IT environment where I can leverage my technical expertise and passion for problem-solving to deliver exceptional support and contribute to organizational growth.

I am a dedicated Service Desk Engineer with over 3.2 years of experience in the IT industry, specializing in client satisfaction and team collaboration. My primary responsibilities include managing incident, problem, and request tickets, generating reports, and maintaining asset inventory. I have a strong background in troubleshooting hardware and software issues, managing Active Directory, and ensuring timely resolution of technical queries.

I possess expertise in various Service Desk tools such as BIG ITSM, Symphony Summit, and ServiceNow. My technical skills include troubleshooting Cisco VPN, Bitlocker, DNS, DHCP, and Microsoft Outlook. I am proficient in managing user accounts, resetting passwords, and handling network configurations. I am committed to delivering high-quality support and ensuring customer satisfaction in a fast-paced environment.

Experience

Work history, roles, and key accomplishments

Current

Service Desk Engineer

Current

Iron System India Pvt. Ltd.

Mar 2024 - Present (1 year 2 months)

Currently working as a Service Desk Engineer, responsible for managing support requests, generating reports, and ensuring timely resolution of incidents. Act as a single point of contact for customer escalations and monitor incident status to adhere to SLA.

Service Desk Incident Management Customer Support Reporting Active Directory VPN Troubleshooting Change Management SLA Technical Support

Service Desk Engineer

Globtier Infotech Pvt. Ltd.

Nov 2022 - Mar 2024 (1 year 4 months)

Worked as a Service Desk Engineer, handling customer calls, logging incidents, and ensuring timely resolution. Responsible for generating daily and weekly reports and managing problem requests for root cause analysis.

Reporting Technical Troubleshooting Service Desk Escalation Management Quality Assurance User Support

Service Desk Support

Innovative Digitech Services

Jun 2021 - Nov 2022 (1 year 5 months)

Provided Service Desk Support, acting as the SPOC for the team. Managed incident categorization, logged calls, and tracked them until closure while ensuring adherence to service level agreements.

Service Desk Incident Categorization Customer Service Technical Support Reporting Communication Skills Team Collaboration

Education

Degrees, certifications, and relevant coursework

C.B.S.E.

Secondary School Certificate, General Education

Grade: 73.00%

Completed 10th grade with a percentage of 73.00%. The curriculum covered a range of subjects including Mathematics, Science, and Social Studies.

BPSMV Sonipat

Bachelor of Technology, Electronics and Communication Engineering

Grade: 74.81%

Activities and societies: Participated in various cultural activities in college and achieved second place in an essay competition.

Completed a Bachelor of Technology in Electronics and Communication Engineering, achieving a percentage of 74.81%. The program included extensive coursework in electronics, communication systems, and engineering principles.