Abhishek Nigam
Gurugram
Summary
Dynamic IT Service Desk Engineer with extensive experience at Saksoft Ltd, delivering exceptional L2/L3 support and ensuring SLA compliance. Proficient in Windows OS configuration and remote troubleshooting, I excel in providing VIP support while maintaining high customer satisfaction through effective communication and timely issue resolution.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior IT Support Engineer
Saksoft Ltd ( Client - Colt Technologies )
Gurugram
05.2019 - Current
- Provided technical support to international users via calls, chats, and remote support tools for software, hardware, and network-related issues
- Delivered L2–L3 end-user and desktop support, acting as an escalation point for complex device, application, and access issues
- Logged, tracked, and resolved incidents and service requests using ServiceNow, ensuring SLA compliance and proper documentation
- Delivered white-glove support to senior management and VIP users
- Installed, configured, and troubleshot Windows OS, Microsoft 365, Outlook, Microsoft Teams, and VPN-related issues
- Installed and managed applications using Microsoft Intune and Active Directory group-based deployments
- Performed Microsoft Intune operations including device wipe, re-provisioning, onboarding, and Autopilot deployments
- Supported BitLocker key recovery and device compliance requirements
- Resolved issues remotely using ManageEngine and other enterprise remote support tools
- Collaborated with global IT and infrastructure teams to resolve critical incidents
- Maintained high levels of customer satisfaction through effective communication and timely issue resolution
Desktop Support Engineer
Wipro Technologies
03.2018 - 05.2019
- Provided comprehensive desktop and end-user support in an enterprise environment
- Installed, configured, and maintained operating systems and business applications
- Diagnosed and resolved hardware, software, and connectivity issues
- Supported Microsoft Office applications and video conferencing solutions
Technical Support Engineer
Karvy Data Management Services Ltd
08.2014 - 01.2017
- Delivered technical support for government project users under UIDAI initiative
- Resolved system, application, and network-related issues
- Assisted users with troubleshooting and ensured adherence to project IT guidelines
- UIDAI – E-Gov Project
Education
MBA / PGDM ( Distance Learning ) - Information Technology
Integral University
Lucknow
Bachelor of Arts - Political Science
Dr. Ram Manohar Lohia Avadh University
04-2015
Skills
- Technical support
- Windows OS configuration
- Remote troubleshooting
- Incident management
- Incident and request management (ServiceNow)
- Windows 10 / Windows 11 support
- Microsoft 365 (Outlook, Teams, OneDrive)
- Microsoft Intune (Autopilot, app deployment, device wipe, BitLocker)
- VPN and basic network troubleshooting (DNS, DHCP)
- Remote & Onsite Technical Support
- Hardware & Peripheral Troubleshooting
- VIP / Executive Support
- ITIL-Aligned Processes & SLA Management
- Remote support
Certification
- CCC, Course on Computer Concepts, NIELIT
- JCHNE, Computer Hardware & Networking Engineer, Jetking Institute
- DCA, Diploma in Computer Applications, SIIT
Availability
Serving notice period — available for immediate or short-notice joining
Projects
Laptop Refresh & User Onboarding Program
- Successfully deployed and configured 1,500+ laptops across the organization.
- Executed Microsoft Intune–based provisioning, device setup, and end-user onboarding.
- Ensured smooth device refresh and replacement with minimal business disruption.
Wired to Wireless Headset Migration
- Led support activities for migrating 2,500+ users from wired to wireless headsets.
- Assisted users with setup, pairing, and troubleshooting, improving mobility and communication efficiency.
Video Conferencing Modernization
- Supported migration from legacy video conferencing solutions to Microsoft Teams Rooms.
- Assisted end users during post-migration adoption, stabilization, and issue resolution.
Timeline
Senior IT Support Engineer
Saksoft Ltd ( Client - Colt Technologies )
05.2019 - Current
Desktop Support Engineer
Wipro Technologies
03.2018 - 05.2019
Technical Support Engineer
Karvy Data Management Services Ltd
08.2014 - 01.2017
MBA / PGDM ( Distance Learning ) - Information Technology
Integral University
Bachelor of Arts - Political Science
Dr. Ram Manohar Lohia Avadh University