Nihal Shetty

IT Support Engineer with 3+ years of experience delivering technical support, IT service desk, and help desk operations across enterprise and global environments. Skilled in ITSM workflow management, Microsoft 365 administration, endpoint troubleshooting, network support, and Active Directory user provisioning. Proven track record of reducing ticket volume, improving SLA compliance, and enhancing user experience through automation and self-service knowledge base development.

Experienced in incident management, onboarding/offboarding (JML), asset lifecycle management, and cross-functional collaboration with security and compliance teams.

Senior Technical Support Engineer at Mphasis Limited (2023-12 – 2025-11)

• Delivered L2 technical support to enterprise users across devices, applications, and networks, consistently meeting SLA targets.
• Administered Microsoft 365 services, including user support for Outlook, Teams, and OneDrive.
• Managed ITSM workflows and implemented automation solutions that reduced ticket volume and improved service efficiency.
• Supported endpoint security tools and maintained compliance with organizational security policies.
• Led onboarding/offboarding (JML) processes, including account setup, access provisioning, and device configuration.
• Developed knowledge base articles and self-service solutions that improved first-contact resolution rates.
• Collaborated with security and compliance teams to strengthen IT controls and reduce risk exposure.

Technical Support Specialist at Glowtouch Technologies (2023-08 – 2023-09)

• Provided L1 technical support for hardware, software, and network issues across the user base.
• Managed Active Directory tasks, including account creation, password resets, and access control.
• Supported remote users across multiple communication channels, ensuring timely issue resolution.
• Maintained high customer satisfaction (CSAT) scores through efficient, user-focused issue resolution.

Technical Support Specialist at DXC Technology (2022-09 – 2022-12)

• Handled 40+ daily support tickets via phone, chat, and email, maintaining consistent response times.
• Updated and maintained knowledge base documentation, reducing repeat incidents by 20%.
• Escalated security and critical incidents with proper documentation for timely resolution.
• Assisted in improving IT service workflows to increase team efficiency.

Support Coordinator at Ramsoft Inc. (2021-10 – 2022-03)

• Managed multi-channel support operations and ensured accurate ticket tracking.
• Coordinated with L2 teams for issue resolution and status communication.
• Maintained service documentation and reporting for support operations.

IT Coordinator at Jaro Education (2019-06 – 2020-02)

• Managed user accounts and systems within a networked environment.
• Provided desktop support, email setup, and system maintenance for end users.
• Supported online learning infrastructure and ensured system uptime.

Bachelor of Computer Applications in Computer Applications – Manipal University, Jaipur (2024 – 2026)

Diploma in Computer Science in Computer Science – N.R.A.M.P, Nitte, Karnataka (2016 – 2019)