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Nitin Ahlawat

Service Desk | ITIL | AI

New Delhi

7+ years of work experience

BCT Consulting
Sep 20241 yr 10 mosPresent

Bengaluru, Karnataka, India

> Generative AI Tools automation use in daily tasks. ​> Delivered comprehensive remote IT Service Desk support for an on-site workforce of 1000+ employees, ensuring rapid resolution of hardware and software issues. ​> Managed end-to-end ITIL operations and ticket lifecycles via ServiceNow, consistently maintaining an SLA compliance rate of 90%. ​> Administered Access Management and Microsoft 365 environments (O365, Outlook), streamlining user provisioning and securely resolving complex account permissions. ​> Executed advanced OS troubleshooting and maintained accurate Asset Management records, optimizing hardware procurement lifecycles. > ​Provided dedicated technical support for remote collaboration tools like Zoom, ensuring seamless communications for enterprise teams.
DigiCert
Nov 202310 mosAug 2024

Bengaluru, Karnataka, India

> Generative AI Tools automation use in daily tasks. > ​Provided on-site IT support and troubleshooting for a global client base, ensuring high availability of IT services. > ​Managed ITIL-aligned service desk operations, utilizing Jira to track and resolve user incidents and requests efficiently. > ​Administered user access and security utilizing Active Directory (AD Tree), MS Intune, and Keeper. > ​Facilitated IT asset procurement processes, ensuring teams had the necessary hardware while maintaining accurate records.
Marlabs LLC
Sep 20221 yr 2 mosOct 2023

Bengaluru, Karnataka, India

​> Supported US-based clients for the Veritas Press Project, serving as the primary point of contact for technical issues. > ​Executed Incident and Request management workflows utilizing Freshdesk, ensuring timely technical support and resolution. ​> Leveraged Bomgar, MS Teams, and Active Directory to provide remote assistance and manage O365 environments effectively.
Cognizant
Nov 202110 mosAug 2022

Bengaluru, Karnataka, India

> ​Delivered global IT Service Desk support for the Cabot Corp. project, focusing on seamless IT operations and comprehensive Incident Management. > ​Consistently achieved the lowest Average Handle Time (AHT) across the team while surpassing other key performance metrics. ​> Utilized ServiceNow, TeamViewer, AD, and MS Intune to resolve complex user issues and manage enterprise devices.
TELUS Digital
Nov 20183 yrsOct 2021

Noida, Uttar Pradesh, India

> ​Guided Canadian users through a large-scale TELUS Email migration to Gmail, providing step-by-step technical support and troubleshooting. > ​Recognized as "Employee of the Month" four separate times for exceptional performance metrics and user satisfaction. > ​Employed Outlook, Salesforce, Avaya, and TeamViewer to manage communications and resolve migration challenges.

Education

All India Council for Technical Education (AICTE)

Diploma from Ambedkar DSEU Shakarpur Campus-I, Computer/Information Technology Administration and Management

All India Council for Technical Education (AICTE)

20103 yrs2013
Central Board of Secondary Education (CBSE)

12th from Modern Era Convent Sr. Sc. School, Commerce

Central Board of Secondary Education (CBSE)

20091 yr2010

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Headline

Service Desk | ITIL | AI

About

Accomplished Service Desk specialist with 12 years of experience transitioning into AI and Digital Security. Credentialed in Cisco's - AI & Hardware Basics, AWS Skill Builder, and Outskill's - Generative AI Tools, with a focus on integrating AI Automation into enterprise workflows. Committed to bridging extensive infrastructure knowledge with modern cybersecurity frameworks.

Location

New Delhi

Work experience

IT Specialist at BCT Consulting, Sep 2024 - Present · 1 yr 10 mos, Bengaluru, Karnataka, India, > Generative AI Tools automation use in daily tasks. ​> Delivered comprehensive remote IT Service Desk support for an on-site workforce of 1000+ employees, ensuring rapid resolution of hardware and software issues. ​> Managed end-to-end ITIL operations and ticket lifecycles via ServiceNow, consistently maintaining an SLA compliance rate of 90%. ​> Administered Access Management and Microsoft 365 environments (O365, Outlook), streamlining user provisioning and securely resolving complex account permissions. ​> Executed advanced OS troubleshooting and maintained accurate Asset Management records, optimizing hardware procurement lifecycles. > ​Provided dedicated technical support for remote collaboration tools like Zoom, ensuring seamless communications for enterprise teams.

Sr. Service Desk Technician at DigiCert, Nov 2023 - Aug 2024 · 10 mos, Bengaluru, Karnataka, India, > Generative AI Tools automation use in daily tasks. > ​Provided on-site IT support and troubleshooting for a global client base, ensuring high availability of IT services. > ​Managed ITIL-aligned service desk operations, utilizing Jira to track and resolve user incidents and requests efficiently. > ​Administered user access and security utilizing Active Directory (AD Tree), MS Intune, and Keeper. > ​Facilitated IT asset procurement processes, ensuring teams had the necessary hardware while maintaining accurate records.

Senior Engineer at Marlabs LLC, Sep 2022 - Oct 2023 · 1 yr 2 mos, Bengaluru, Karnataka, India, ​> Supported US-based clients for the Veritas Press Project, serving as the primary point of contact for technical issues. > ​Executed Incident and Request management workflows utilizing Freshdesk, ensuring timely technical support and resolution. ​> Leveraged Bomgar, MS Teams, and Active Directory to provide remote assistance and manage O365 environments effectively.

Service Desk Analyst at Cognizant, Nov 2021 - Aug 2022 · 10 mos, Bengaluru, Karnataka, India, > ​Delivered global IT Service Desk support for the Cabot Corp. project, focusing on seamless IT operations and comprehensive Incident Management. > ​Consistently achieved the lowest Average Handle Time (AHT) across the team while surpassing other key performance metrics. ​> Utilized ServiceNow, TeamViewer, AD, and MS Intune to resolve complex user issues and manage enterprise devices.

Technical Support Representative III at TELUS Digital, Nov 2018 - Oct 2021 · 3 yrs, Noida, Uttar Pradesh, India, > ​Guided Canadian users through a large-scale TELUS Email migration to Gmail, providing step-by-step technical support and troubleshooting. > ​Recognized as "Employee of the Month" four separate times for exceptional performance metrics and user satisfaction. > ​Employed Outlook, Salesforce, Avaya, and TeamViewer to manage communications and resolve migration challenges.

Education

Diploma from Ambedkar DSEU Shakarpur Campus-I, Computer/Information Technology Administration and Management, All India Council for Technical Education (AICTE)

12th from Modern Era Convent Sr. Sc. School, Commerce, Central Board of Secondary Education (CBSE)