AMANDEEP KAUR
NZ Permanent Resident
Summary
Results-oriented Technical Support Engineer with 4 years of customer service experience and 4 years of hands-on technical support expertise. Proficient in diagnosing and resolving complex technical issues across SaaS, cloud platforms, networking, and IT operations, emphasizing customer-centric solutions. Demonstrated capability to oversee high-volume support environments, effectively manage escalations, and consistently meet SLAs in fast-paced settings.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
STAAH Ltd
Auckland, New Zealand
01.2023 - Current
- Provide Technical Support: Delivered technical support to over 200 hotel properties using the STAAH Channel Manager and GDS connectivity, troubleshooting issues related to overbooking, rate parity, availability mismatches, and booking failures.
- Channel & Platform Management: Configured and maintained mappings for 100+ third-party OTAs, PMS, CRS, and GDS systems, ensuring seamless synchronization across platforms.
- Client Onboarding & Training: Managed end-to-end client onboarding, including initial setup, system migrations, go-live deployments, and training for Channel Manager, Booking Engine, PMS, payment gateways, and GDS integrations.
- Incident & Ticket Management: Efficiently handled incidents, escalations, and ticket workflows using Zoho, ensuring timely resolution and SLA adherence (90% of tickets resolved within 24 hours).
- Product Demos & Integrations: Led product demonstrations and integration sessions for clients, providing training on platform functionality and troubleshooting key system integrations.
- Reporting & Analytics: Prepared operational and revenue reports, leveraging data from OTA platforms and extranet systems to identify booking trends and optimize revenue.
- Client Relationship Management: Built and maintained strong client relationships, collaborating with clients to identify growth opportunities and contribute to customer retention initiatives.
- Collaborate with Internal and External Teams: Worked with GDS providers and Level 3 technical teams to resolve complex backend issues, ensuring minimal disruption to client operations.
Checkout / Online Supervisor
Countdown Milford
Auckland, New Zealand
08.2018 - 12.2022
- Handled high-volume customer service operations for online orders, billing, and promotions.
- Supervised 8–10 staff per shift, ensuring service quality and process compliance.
- Resolved escalations, complaints, refunds, and exchanges in line with policy.
Technical Support Engineer
Nebero Systems
Mohali, India
06.2017 - 11.2017
- Provided technical support for Linux servers, VPN, networking, and firewall products.
- Diagnosed and resolved infrastructure and connectivity issues.
- Escalated complex issues while maintaining customer satisfaction.
Junior Network Analyst
eClerx Services Ltd
Chandigarh, India
08.2016 - 05.2017
- Delivered base-level IT support via phone, email, and remote tools.
- Supported billing, account, and outage-related technical issues.
Education
Bachelor of Technology -
Eternal University
Himachal Pradesh, India06-2016
Diploma - Computer Networking & System Security
C-DAC
Mohali, India05-2016
Skills
- STAAH channel manager
- PMS and CRS integrations
- GDS support and mapping
- Amadeus, Sabre, Galileo, Travelport
- OTA channel management
- Bookingcom, Expedia, Agoda, Airbnb
- Rate and inventory management
- Availability management
- Overbooking resolution
- Rate parity resolution
- Sync issue resolution
- Hotel onboarding and migration support
- Go-live support
- Client training and product demonstrations
- Ticketing systems and documentation
- Incident and SLA management
- Technical support across phone, email, and chat
Certification
- STAAH Channel Manager Training
- GDS Fundamentals (Amadeus / Sabre / Galileo)
Accomplishments
- Onboarded and supported 100+ hotels on STAAH Channel Manager and GDS
- Maintained high CSAT scores while consistently meeting SLA targets
- Successfully supported property migrations with minimal booking disruption
Timeline
Technical Support Engineer
STAAH Ltd
01.2023 - Current
Checkout / Online Supervisor
Countdown Milford
08.2018 - 12.2022
Technical Support Engineer
Nebero Systems
06.2017 - 11.2017
Junior Network Analyst
eClerx Services Ltd
08.2016 - 05.2017
Bachelor of Technology -
Eternal University
Diploma - Computer Networking & System Security
C-DAC