Nishith Raj
IT Service Desk Engineer | Identity & Access Management Specialist
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Professional Summary
IT professional with 4 years of experience in Service Desk and Technical Support, specializing in Active Directory, IAM, and ITIL-based operations. Skilled in incident management, remote troubleshooting, and O365 administration, with a strong focus on SLA compliance and customer satisfaction.
Location: Bengaluru, Karnataka 560087
Contact: +918920721292
Core Technical Expertise
Identity & Access Management
Managing user accounts, groups, and access rights through Active Directory and Azure AD with focus on security and compliance.
Incident Management
Handling P1/P2 incidents and service requests in ServiceNow with strong focus on SLA compliance and quick resolution.
Azure & Active Directory
Managing user identities, group policies, role-based access control, and configuring Single Sign-On for secure enterprise access.
Technical Skills Portfolio
Device Management
Proficient in Mobile Device Management (MDM) and Mobile Application Management (MAM) through Microsoft Intune, Jamf, and Ivanti for comprehensive endpoint security.
Patch Management
Skilled in planning, testing, and deploying patches for OS and applications to enhance security and performance across enterprise systems.
Remote Support
Experienced in using BeyondTrust and Rescue Lens for remote troubleshooting, and Palo Alto GlobalProtect VPN for secure user connectivity.
ITIL Processes
Well-versed in Incident, Problem, and Change Management practices, ensuring consistent service delivery aligned with organizational ITIL standards.
Current Role: Vertex Techno Solution
IT Service Desk Engineer | Mann+Hummel | January 2025 - Present
Global Support Delivery
Delivered L1/L2 support for global users, resolving issues related to laptops, desktops, printers, mobile devices, and Microsoft 365 applications with high efficiency.
Identity Management
Managed user accounts, password resets, and group permissions in Active Directory and O365 including DLs, shared mailboxes, and permissions.
Critical Incident Response
Handled P1 and P2 critical issues, provided VIP assistance for high-priority users, and coordinated during major incidents to ensure quick resolution.
Professional Journey
1
Vertex Techno Solution
IT Service Desk Engineer | Jan 2025 - Present
ServiceNow ticketing, AD/O365 management, VIP support, ITIL best practices
2
Tech Mahindra
Service Desk Associate | Sep 2023 - Jul 2024
Azure AD management, remote support, 95%+ satisfaction rate, 35+ daily tickets
3
Concentrix
Representative Operations | May 2022 - Aug 2023
Lenovo product support, 30-50 daily chats, Microsoft Dynamics 365, network troubleshooting
4
Pathfinder Enterprise
Technical Associate | Aug 2019 - May 2020
POS systems support, hardware/software implementation, network issue resolution
Performance Metrics & Impact
95%
Customer Satisfaction
Consistently maintained high satisfaction ratings through prompt and efficient technical issue resolution
35+
Daily Tickets
Resolved over 35 support tickets daily while maintaining quality and SLA compliance
4
Years Experience
Proven track record in Service Desk and Technical Support across multiple enterprise environments
VIP & Global User Support
Delivered dedicated IT support to VIP users and global teams, ensuring minimal downtime and quick resolution of critical issues with high customer satisfaction across time zones.
Certifications & Recognition
Microsoft & LinkedIn
System Administration certification demonstrating expertise in enterprise system management
Mann+Hummel ITIL
IT Incident, Change, and Problem Management certifications from current employer
Google IT Support
Professional Certification validating comprehensive IT support skills and knowledge
Top Performer
Recognized for top-ranking position in warranty sales for Lenovo laptops at Concentrix
Education & Training
Bachelor's of Technology
Computer Science
Greater Noida Institute of Technology
Greater Noida, Uttar Pradesh
September 2016 - July 2019
Additional Training
  • Hands-on training in Network Technology from DUCAT
  • Maintained high quality and resolution rate in team performance
  • Continuous professional development in ITIL and ITSM practices
Let's Connect
Ready to Collaborate
Bringing 4 years of IT service excellence, ITIL expertise, and a proven track record in identity management and technical support. Available for opportunities in Service Desk, IAM, and IT Operations.
Languages: English, Hindi

Declaration: I hereby declare that the details furnished are true to the best of my knowledge.
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