---
title: "Nitin Ahlawat - IT Specialist in New Delhi | Tal"
description: "Meet Nitin Ahlawat, Service Desk | ITIL | AI based in New Delhi."
image: "https://tal.club/meet/nitin-ahlawat/share-image"
---

# Nitin Ahlawat on Tal

## 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 \(CBSE\)

[View the original profile](https://tal.club/meet/nitin-ahlawat)

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