Monisha P

Customer-focused professional with experience in IT support, ServiceNow ITSM, ticket management, and customer service. Skilled in handling incidents and service requests, performing initial troubleshooting, following ITIL-based processes, and coordinating with technical teams for timely resolution. Strong communication, problem-solving, and customer-handling skills with a commitment to delivering effective and professional support.

Customer Support at Abel Tech Solutions (2025-06 – 2026-08)

• End-to-End Ticket Management: Managed, categorized, prioritized, and tracked incidents and service requests through ServiceNow ITSM, ensuring strict adherence to ITIL frameworks and internal SLA targets.
• Technical Troubleshooting: Conducted initial diagnostics and root-cause analysis on incoming technical issues, resolving Level 1 incidents independently and escalating complex cases to Tier-2/Tier-3 engineering teams.
• Multi-Channel User Support: Delivered prompt, professional assistance across email, chat, and ServiceNow ticketing channels, maintaining high customer satisfaction (CSAT) ratings through clear communication.
• Documentation & SLA Monitoring: Maintained comprehensive incident records, diagnostic notes, and resolution steps in ServiceNow while proactively tracking pending tickets to prevent SLA breaches.
• Cross-Team Coordination: Partnered with internal technical and product teams to investigate recurring issues, test workarounds, and communicate timely status updates and solutions to end users.

B.E. in Electronics and Communication Engineering – Theni Kammavar Sangam College Of Technology (2016 – 2020)