Summary
Overview
Work History
Education
Skills
Additional Information
Websites
telugu
Certification
Timeline
Generic
GOLDY MONA J

GOLDY MONA J

Bangalore

Summary

Tech lead with 3 years of IT Service Desk experience at Cognizant and 6 years in Travel and Expense management at IBM India Pvt Ltd. Demonstrated ability to provide technical support and lead teams to improve customer satisfaction. Recipient of multiple service awards for outstanding leadership and performance. Proficient in SAP Concur and completed SAP FICO course.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Tech Lead

Cognizant
Bangalore
01.2025 - Current
  • Delivered operational and technical server support to optimize performance.
  • Led service desk analysts in providing high-quality support while meeting SLAs.
  • Managed high-priority incidents, reducing downtime and maintaining business continuity.
  • Implemented process improvements, boosting service desk efficiency and effectiveness.
  • Conducted training sessions to enhance team members' technical skills.
  • Provided advanced support for complex issues, achieving timely resolutions.
  • Reduced average response times by 30% through effective training and process optimization.
  • Achieved customer satisfaction rating of 95% by consistently delivering exceptional support.

Solus Admin

Cognizant
Bangalore
06.2024 - 01.2025
  • Fixed and amended access for new and existing users.
  • Enabled admins to create, modify, and delete resources while assigning roles and permissions.
  • Processed leaver requests to ensure secure access termination.
  • Provided required access based on line manager instructions.
  • Handled escalation emails and prioritized support tickets efficiently.
  • Developed documentation to facilitate user understanding of processes.
  • Delivered technical support and troubleshooting for virtual servers and user accounts, resolving issues effectively.

Sr. System Engineer

Cognizant
Bangalore
11.2022 - 06.2024
  • Provide operational and technical server support
  • Provide operational and technical support to ensure the ongoing stability to the server environment
  • Contribute in the technical support of the company server environment and the application residing on the servers
  • Work with lead system Engineers to solve complex problems
  • Provided ideas for process improvement
  • Created the standard template for the employees ease

Process Lead

IBM India Pvt Ltd
Bangalore
07.2016 - 04.2022
  • Achieved Green SLA monthly by managing Accounts Payable Travel & Expense team.
  • Motivated and trained team members to enhance performance metrics.
  • Conducted comprehensive training sessions to improve skill sets.
  • Educated staff on timely supplier payments, significantly reducing delays.
  • Ensured compliance with quality and timeliness metrics across all activities.
  • Managed end-to-end processes for effective operation.
  • Created dashboards for tracking team performance and activities.
  • Implemented projects to improve turnaround time and process accuracy in payable management.

Education

MBA - Management Information Systems

Annamalai University
Chidambaram
05-2023

BBA - Human Resources Management

Bishop Cotton Women's Christian College
Bangalore
06-2016

Skills

  • SAP Concur
  • Excel proficiency
  • Microsoft Office
  • Accounts payable management
  • Technical support
  • Incident management
  • Team leadership
  • Service desk management
  • Team collaboration

Additional Information

  • Bangalore KEY ACHIEVEMENTS , Multiple Service and Quality Awards Received multiple awards such as Manager Choice Award and Star of the Month for providing best service and quality.

telugu

English
Advanced (C1)
C1
Kannada
Intermediate (B1)
B1
Tamil
Intermediate (B1)
B1
Telugu
Intermediate (B1)
B1
Hindi
Beginner
A1

Certification

  • Completed Tally ERP 9
  • SAP FICO
  • ITIL 4

Timeline

Tech Lead

Cognizant
01.2025 - Current

Solus Admin

Cognizant
06.2024 - 01.2025

Sr. System Engineer

Cognizant
11.2022 - 06.2024

Process Lead

IBM India Pvt Ltd
07.2016 - 04.2022

MBA - Management Information Systems

Annamalai University

BBA - Human Resources Management

Bishop Cotton Women's Christian College

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