Shanyaa Mohan

Dedicated and results-driven IT Support Professional with 5+ years of experience in delivering end-to-end technical support across multiple industries. Skilled in Level 2 support, incident management, desktop and application support, user account administration, and IT asset management. Proficient in ServiceNow, Active Directory, Single Sign-On (SSO), Microsoft 365 and troubleshooting hardware, software, and network issues.

Known for strong problem-solving skills, excellent customer service and the ability to work in fast-paced environments while meeting SLA targets.

L2 SUPPORT ENGINEER - GE AEROSPACE

(2025-05 - 2026-06)

• Provide Level 2 technical support for end users on hardware, software, network and application issues.
• Manage incidents and service requests using ServiceNow, ensuring SLA compliance.
• Administer Active Directory (AD); user account creation, password resets, account unlocks, group membership and access management.
• Support Single Sign-On (SSO) authentication and troubleshoot access/login issues.
• Support Microsoft 365, Outlook, Teams and Office applications.
• Perform software deployment, imaging, configuration and software installation.
• Troubleshoot VPN, email, printer and network connectivity issues.
• Provide VIP support and priority onsite/remote assistance.
• Manage IT assets, perform updates and coordinate hardware replacement.
• Liaise with vendors and internal teams to resolve complex issues.
• Document solutions and maintain accurate ticket records.

DESKTOP SUPPORT LEAD - CEA

(2025-01 - 2025-04)

• Lead and oversee daily desktop support operations across multiple sites.
• Monitor and assign ServiceNow tickets to ensure timely resolution and SLA compliance.
• Administer Active Directory (AD) and manage user accounts, permissions and access rights.
• Support Single Sign-On (SSO) and resolve user authentication issues.
• Provide technical guidance and mentoring to desktop support engineers.
• Handle VIP support and escalated technical issues.
• Manage new user onboarding; deploy new user onboarding; desktop deployment, software installation, email setup and account provisioning.
• Support meeting room technologies, Teams Rooms and AV equipment.
• Manage IT asset inventory, spare stock and hardware lifecycle.
• Coordinate with vendors for hardware repairs and procurement.

DESKTOP SUPPORT ENGINEER - NCS (MCCY)

(2022-05 - 2025-01)

• Provide onsite and remote desktop support to users across multiple sites.
• Log, track and resolve incidents and service requests using ServiceNow.
• Administer Active Directory (AD); password resets, account unlocks, group management and user updates.
• Support Single Sign-On (SSO) and troubleshoot access-related issues.
• Install, configure and maintain desktops, laptops, printers and peripherals.
• Support Microsoft 365, Outlook, Teams and other business applications.
• Perform new user deployment, workstation setup and user migration.
• Configure, deploy and troubleshoot software.
• Install, map and troubleshoot network printers.
• Troubleshoot hardware, software and network connectivity issues.
• Provide VIP support and ensure minimal downtime for critical users.
• Maintain IT asset inventory and deployment records.

IT ENGINEER - ENGINE PTE LTD

(2021-07 - 2022-04)

• Provided Level 1 and Level 2 IT support for end users.
• Installed, configured and maintained desktops, laptops and peripherals.
• Troubleshot hardware, software and OS issues.
• Performed Windows installation, system profiles and software deployment.
• Managed user accounts and performed password resets.
• Configured network printers and resolved printing issues.
• Supported new employee onboarding and workstation setup.
• Performed preventive maintenance and system health checks.
• Escalated complex issues to senior engineers when necessary.
• Maintained service records and technical documentation.

CUSTOMER SERVICE OFFICER - STARHUB

(2019-08 - 2020-12)

• Provided excellent customer service and handled enquiries professionally.
• Assisted customers with mobile, broadband, TV and billing enquiries.
• Resolved customer complaints and issues in a timely manner.
• Explained products, services and promotions to customers.
• Processed account updates, service requests and customer transactions.
• Maintained accurate customer records and documentation.
• Worked with team to achieve service and sales targets.
• Ensured compliance with company policies and data protection regulations.

NITEC - Info-Communication Technology - ITE College Central (2013 - 2013)

NITEC - Asian Culinary Arts - ITE College Central (2017 - 2017)

N Level - Woodlands Ring Secondary School (2007 - 2007)

PSLE - Evergreen Primary School (2006 - 2006)