Summary
Overview
Work History
Education
Skills
Accomplishments
Leadership Experience
Activities
Work Tools
Timeline
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Monica T

Singapore

Summary

Motivated IT Support professional with hands-on experience managing client tickets, system support, and cloud-based tools. Skilled in Microsoft 365, Windows Server, and basic network and firewall setup. Provided on-site technical support and assisted with hardware and software deployments. Familiar with Salesforce CRM through Trailhead learning and have basic awareness of ERP systems used by my current company. Strong communicator with a customer-first mindset, eager to grow in a SaaS-based Customer Support role and quickly adapt to new platforms and technologies.

Overview

9
9
years of professional experience

Work History

Customer Engineer

I-Net Dynamics
08.2024 - Current
  • As a Dynamic frontline IT support professional, I managed client tickets, system integrations, and security deployments.
  • My role involved firewall implementation, network routing and switching, Windows Server and Microsoft 365 administration, and Azure cloud platform management.
  • I provided on-site support and presales for hardware, software, and services, ensuring professional and communicative client interactions.

Lenovo-PCCW Solutions Ltd.
06.2022 - 03.2024
  • In this role, I assisted in raising and managing service requests (SRs), handling WOG-related requests, and managing helpdesk/incident tickets.
  • I supported GovTech initiatives and prepared necessary forms for account management, equipment transfer, and IT service requests.
  • Additionally, I monitored and tracked all requests to ensure efficient resolution.

IT Operations Manager

Priya Enterprises
03.2016 - 01.2019
  • Experienced IT Operations Manager skilled in managing agency contracts, coordinating system updates, and deploying software with minimal disruption.
  • Successfully implemented change management processes and automated service desk tasks to boost efficiency.
  • Proactively resolved IT issues and supported the Application Management Group, achieving a 100% incident remedy rate.
  • Conducted training for new hires, enhancing team readiness and overall service quality.

Education

Bachelor - Electronics and Communication Engineering

Roland Institute of Technology
05.2016

Skills

  • Customer Support
  • Escalation Handling
  • Ticketing
  • Remote Support
  • Autotask PSA
  • Datto RMM
  • Salesforce Case Management
  • Microsoft Dynamics 365 ERP
  • Communication
  • Stakeholder Management
  • IT Documentation
  • IT Glue
  • Basic Troubleshooting
  • User Training
  • Microsoft 365
  • Teams
  • Outlook
  • Admin Center
  • Cloud-based Communication Tools
  • Software installation
  • Network configuration
  • Remote support

Accomplishments

  • Actively participated in various activities of the college and secured various positions in Techquiz, Mindtronics, and Machine tricks.
  • Invited to sing on a national radio station - Young Talent Icon.

Leadership Experience

  • Member of UTKARSH 2K12 at Roland Institute of Technology.
  • Member of BLOOM 2K15 at Roland Institute of Technology.
  • Singer and have sung at various events and organizational functions.

Activities

  • Environmental conservation
  • Art
  • Yoga
  • Singing
  • Travel

Work Tools

  • Datto RMM
  • Autotask PSA
  • Kaseya VSA (familiar)
  • Acronis Cyber Protect Cloud
  • Bitdefender GravityZone
  • IT Glue
  • Windows Server
  • Active Directory
  • Group Policy
  • Remote Desktop
  • FortiGate Firewall
  • Trailhead - Salesforce

Timeline

Customer Engineer

I-Net Dynamics
08.2024 - Current

Lenovo-PCCW Solutions Ltd.
06.2022 - 03.2024

IT Operations Manager

Priya Enterprises
03.2016 - 01.2019

Bachelor - Electronics and Communication Engineering

Roland Institute of Technology

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Monica T