Mounika _my

IT Support professional with 1+ year of experience in technical troubleshooting, application support, and backend system maintenance. Skilled in diagnosing software issues, resolving incidents within SLA timelines, documenting resolutions, and escalating complex problems to appropriate teams. Strong communication skills with a customer-first mindset, comfortable handling support requests via email, chat, and remote tools.

Technical Support & Software Developer - Fact-Ops · Station-S - Sri City

(2025-02)

• Provided technical support for internal applications — diagnosing issues, resolving incidents, and escalating to senior engineers within defined SLA timelines.
• Handled user-reported issues with document processing systems; traced root causes through application logs and ensured resolution with minimal downtime.
• Monitored backend application health, identified API failures, and coordinated with the team for timely resolution and ticket closure.
• Documented incidents, resolutions, and configuration changes in the internal knowledge base for continuous improvement.
• Configured n8n automation workflows to route support requests, trigger team alerts, and improve First Call Resolution (FCR) rates.
• Performed user account management and access provisioning for internal tools and applications.
• Collaborated with cross-functional teams to ensure adherence to quality standards and company policies.

Software Developer Intern - Ontropi - Hyderabad

(2024-07 - 2025-02)

• Debugged and resolved technical issues during app development; documented resolutions for the Kool Kards app published on Google Play Store.
• Supported PitchSessions module at ISF Hyderabad — troubleshot issues and refactored codebase reducing volume by 5%.

B.Tech - Electrical & Electronics Engineering - Sir CR Reddy College of Engineering (2020 - 2023)