MONU YADAV
Delhi
Summary
Dynamic Senior Technical Support Engineer with over 10 years of experience in delivering exceptional enterprise-level service for multifunction printing systems, hardware, software, and network environments. Expertise in leading teams, managing large client accounts, and ensuring optimal system uptime. International experience as a Technical Manager in Kenya enhances a robust skill set in troubleshooting, process optimization, and driving customer satisfaction. Proficient in navigating multicultural environments while effectively handling mission-critical service operations.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Customer Support Engineer
Kyocera Document Solutions India Pvt. Ltd.
08.2025 - Current
- Provide end-to-end technical support for enterprise print solutions
- Diagnose and resolve hardware, software, and network issues
- Install and commission devices in corporate environments
- Perform preventive maintenance to ensure maximum uptime
- Handle escalations from major corporate clients
- Mentor junior engineers and maintain service records
Executive- Channel Support Technical
Riso India Pvt. Ltd.
09.2023 - 08.2025
- Increased customer satisfaction ratings to 100%.
- Developed and implemented training initiatives for new hires.
- Implemented proactive monitoring solutions to identify potential issues before they escalated into larger problems.
- Supervised technical support staff service operations and assisted with maintenance advisory.
- Reduced call wait times by implementing effective time management techniques during high-volume periods.
- Tracked KPIs and created continuous improvement plans.
- Maintained comprehensive documentation of customer interactions, ensuring seamless handoff between support staff.
Technical Manager
MFI Document Solutions LTD
08.2023 - 09.2023
- Developed suggestions for technical process improvements to optimize resources.
- Managed implementation of new technological improvements resulting in increased efficiency.
- Evaluated reputation risk and regulatory risk.
- Generated earned value management data capture spreadsheets and reports for management.
- Developed technical strategies to align with business objectives, driving growth and innovation within the organization.
- Met with clients to gather and understand requirements and coordinated with system administrators and manager to plan and schedule project activities.
- Prepared reports and schedules with accuracy.
Customer Support Engineer & Team Leader
KYOCERA DOCUMENT SOLUTIONS INDIA PVT.LTD
02.2018 - 07.2023
- Led a cross-functional team of 7 employees, overseeing project timelines, budgets, and resource allocation to ensure the successful completion of multiple large-scale techno-commercial projects
- Developed and implemented strategic sales plans, resulting in a 20% increase in annual revenue and a 15% growth in market share within the assigned territory
- Negotiated and closed contracts with key clients, driving business expansion and cultivating long-term partnerships resulting in a 30% increase in customer satisfaction ratings
- Mentored and motivated a team of technical professionals, fostering a collaborative work environment and improving team productivity by 25% through the implementation of performance management initiatives
Customer Support Engineer
Ricoh India Ltd
03.2017 - 01.2018
- Provided technical troubleshooting and resolution to customer inquiries, ensuring prompt and efficient support delivery
- Collaborated with cross-functional teams to identify and resolve complex technical issues, resulting in increased customer satisfaction by 20%
- Conducted thorough root cause analysis to identify recurring customer issues and implemented proactive measures to prevent future occurrences
- Developed and delivered comprehensive training programs to educate customers on product features and best practices, resulting in a 30% reduction in customer support inquiries
Associate Engineer
HCL INFOSYSTEM LTD
05.2015 - 02.2017
- Led cross-functional teams in the design and implementation of engineering solutions, resulting in a 15% increase in operational efficiency
- Conducted thorough analysis and troubleshooting of complex technical issues, effectively resolving 90% of problems within tight deadlines
- Collaborated with senior engineers to develop and execute innovative ideas for product improvement, resulting in a patent application for a novel technology
- Spearheaded the implementation of a quality control system, ensuring adherence to industry standards and reducing product defects by 20%
Associate
I.E & C.S (P) LTD
04.2012 - 05.2015
- Successfully managed Channel Partnerships & Customer Support Engineering across Uttarakhand, Himachal Pradesh, Haryana, Chandigarh, Punjab, Uttar Pradesh, & Delhi-NCR
- Generated Service Revenue by actively leveraging Click Contracts, AMC, Consumable and spare Sales, and Call Charges
- Diligently tracked and monitored breakdown calls, guaranteeing prompt machine installations and solutions
- Strategically handled warranty transitions, consistently maintaining high Response Time and minimizing downtime for machines under warranty/contract
- Ensured optimal productivity and resolution of open calls, prioritizing effective spare parts management
Education
Bachelor of Science - Computer Science
University of The People
California, US., USA11-2026
Bachelor of Arts - Art
Swami Vivekanand Subharti University
Meerut, UP04-2026
Diploma of Higher Education - Electrical Engineering
Glocal University
Uttar Pradesh, India.05-2016
Diploma - Electrical Engineering
BTE
Delhi, DL05-2012
Skills
- Field Service Engineering
- Technical Support & Troubleshooting
- MFP & Printer Systems (Kyocera, Ricoh, Riso, Konica Minolta, etc)
- Hardware & Software Support
- Network Connectivity & Configuration
- Installation & Commissioning
- Preventive Maintenance & AMC Support
- Remote Diagnostics
- Client Relationship Management
- Team Leadership & Training
- Technical Documentation & Reporting
- Service Operations & SLA Compliance
Certification
- Kyocera Document Solutions India Pvt. Ltd certificate of appreciation, 2020
- United Nations Convention to combat desertification certificate of appreciation, 09/13/19
- QKONNECT foundation course on quality certificate, 09/01/15
- Zendesk Customer Service Professional Certificate — 2025
- Technical Support Fundamentals — Google, 2022
- Active Listening — NASBA, 2025
- Customer Service Certifications — LinkedIn Learning, 2025
- Google Fundamentals of Digital Marketing — 2020
- Technical Training — Konica Minolta
- Quality Foundation Course — QKONNECT
Additional Information
ACHIEVEMENTS
- Achieved 100% customer satisfaction rating at Riso India and Kyocera India.
- Improved team productivity and service response by 25%
- Increased service efficiency through process improvements
- Successfully supported enterprise-level clients
Languages
English
Intermediate (B1)
Hindi
Bilingual or Proficient (C2)
Timeline
Senior Customer Support Engineer
Kyocera Document Solutions India Pvt. Ltd.
08.2025 - Current
Executive- Channel Support Technical
Riso India Pvt. Ltd.
09.2023 - 08.2025
Technical Manager
MFI Document Solutions LTD
08.2023 - 09.2023
Customer Support Engineer & Team Leader
KYOCERA DOCUMENT SOLUTIONS INDIA PVT.LTD
02.2018 - 07.2023
Customer Support Engineer
Ricoh India Ltd
03.2017 - 01.2018
Associate Engineer
HCL INFOSYSTEM LTD
05.2015 - 02.2017
Associate
I.E & C.S (P) LTD
04.2012 - 05.2015
Diploma of Higher Education - Electrical Engineering
Glocal University
Diploma - Electrical Engineering
BTE
Bachelor of Science - Computer Science
University of The People
Bachelor of Arts - Art
Swami Vivekanand Subharti University