Nitin Shinde
Enterprise IT Operations professional with nearly 8 years of experience
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About
I am an Enterprise IT Operations professional with nearly 8 years of experience in delivering enterprise-scale End User Computing (EUC), Windows Administration, Active Directory, and IT infrastructure support across global enterprise environments. I have demonstrated expertise in leading technical operations as a Site Point of Contact (SPOC), managing critical incident escalations, mentoring and onboarding new IT Support Engineers, and driving SLA-focused service delivery. I possess hands-on experience in supporting high-volume enterprise operations, managing over 12,000 endpoint transactions, and resolving more than 15,500 IT support tickets annually, all while maintaining a high level of customer satisfaction.
I am proficient in using enterprise IT service management (ITSM) and asset management platforms, including HPSM, Paragon, SIM, and ITEMS. Additionally, I contributed to IT operations and technical support for the Mumbai Indians franchise (Reliance) during IPL 2026, ensuring uninterrupted technology services in a high-pressure event environment. I have been recognized for my strong technical ownership, stakeholder management, process improvement, knowledge sharing, and operational excellence and currently seeking opportunities as a Senior IT Engineer, Technical Lead, End User Computing Lead, or IT Operations Lead.
Experience
VIP Support Engineer - Quess Corp Limited - Mumbai
(2025-09 - 2026-07)
Client support for Reliance Industries (Mr. Mukesh Ambani's Office). Delivered enterprise infrastructure support for executive leadership environments with near-zero downtime.
- Coordinated complex escalations involving networking, conferencing systems, mobile devices, endpoint security, and enterprise connectivity.
- Coordinated with backend infrastructure, networking, and engineering teams to resolve high-priority incidents.
- Maintained business continuity for mission-critical executive environments.
- Managed high-priority service requests through enterprise ITSM platforms.
- Coordinated incident resolution with Infrastructure, Network, Security, and Application teams.
- Maintained documentation and operational records.
- Delivered SLA-based executive support within mission-critical environments.
Technical Support Engineer - CeX Webuy Entertainment Private Limited - Mumbai
(2024-06 - 2025-09)
- Administered Freshservice ITSM platform for Incident, Request, and Change Management.
- Managed SLA-driven ticket queues, ensuring timely resolution and customer satisfaction.
- Supported Active Directory, Office 365, Windows Server, cloud platforms, and enterprise infrastructure.
- Coordinated infrastructure implementations across multiple business locations.
- Maintained operational documentation and implementation procedures.
- Supported enterprise service operations through workflow coordination and ticket lifecycle management.
- Collaborated with infrastructure, networking, and vendor teams to resolve critical incidents.
IT Support Associate - Amazon Development Centre Private Limited - Bangalore, Karnataka
(2021-06 - 2024-02)
Served as Site Point of Contact (SPOC), managing enterprise IT operations and service delivery across a large corporate environment.
- Administered enterprise ITSM processes including Incident Management, Service Requests, Change Coordination, Asset Management, and SLA-driven service delivery.
- Managed 12,500+ enterprise incidents, coordinated 15,500+ service requests, and administered 12,000+ IT asset transactions annually while consistently achieving SLA targets.
- Coordinated service requests across Infrastructure, Networking, Security, Facilities, and Business teams.
- Supported workflow execution, escalation management, approvals, and operational governance.
- Partnered with IT Managers to improve operational efficiency and standardize IT support processes.
- Managed asset lifecycle, procurement, inventory governance, and configuration records.
- Produced operational reports supporting service delivery metrics and business planning.
- Coordinated Return-to-Office programs, maintenance activities, business continuity initiatives, and site readiness.
- Mentored and trained 60+ engineers, assigned daily tasks, monitored SLA adherence, reviewed technical quality, and acted as the primary escalation point for new team members.
- Collaborated with cross-functional teams to improve operational workflows and customer experience.
- Maintained documentation, operational procedures, and knowledge articles supporting service operations.
Engineering Support Specialist - Freelance project - Mumbai, MH
(2020-01 - 2021-05)
- Managed troubleshooting, maintenance, and operational support for 300+ client systems across commercial and personal environments.
- Supported server maintenance, patch management, and infrastructure availability for enterprise clients, including the Income Tax Department and GST Bhavan.
- Performed proactive network monitoring, log reviews, and incident response activities to ensure operational continuity.
- Delivered on-call infrastructure and technical support services with minimal downtime.
System Administrator - ISBM
(2019-06 - 2019-12)
- Managed day-to-day IT operations for 50+ users through ticket-based support systems.
- Administered server infrastructure, directory management, and system maintenance activities.
- Ensured timely resolution of technical incidents and operational issues.
Desktop Support Engineer - Fast System Solutions Pvt. Ltd. - Mumbai, Maharashtra
(2016-02 - 2016-09)
- Delivered enterprise IT support and infrastructure maintenance services for Doordarshan Kendra and Akashwani operations.
- Managed IT assets, server maintenance, and technical troubleshooting activities.
- Supported business-critical systems ensuring operational continuity.
Education
MMS/MBA - IT - University of Mumbai (2026-05)
Bachelor of Engineering - Electronics & Telecommunication Engineering - University of Pune
