Nikit Patiyawala

About Nikit Patiyawala

Experienced IT Technical Support Professional with 15+ years in Service Desk Management, Azure AD, Google Workspace, and Office 365 environments. Skilled in leading high-performing service desk teams, I specialize in delivering prompt, effective solutions while ensuring an outstanding customer service experience and continuous improvement.Technical Expertise ITIL, ServiceNow, Office 365, Google Workspace, Active Directory, NetworkingLeadership & Management Team Leadership, Performance Management, Asset & Change Management, Project DeliverySoft & Interpersonal Communication, Customer Service, Problem-Solving, AdaptabilityCompliance & Collaboration Security & Privacy, Stakeholder Collaboration

Experience

1. Team Lead

   Casepoint

   Dec 2018 — Present · Pune, IN

   Responsible for overseeing the day-to-day operations of a service desk team, ensuring that customer service standards are met and technical issues are resolved in a timely and efficient manner-Working Knowledge of Cloud Workspaces Like Google Workspace, Azure AD,Microsoft O365 & AWS-Manages a team of Service Desk Analysts and is responsible for setting clear expectations, providing guidance and support with performance to ensure the team is meeting its goals and objectives-Coordinate with other IT teams and stakeholders to ensure that incidents are resolved effectively and efficiently-Responsible for ensuring that the knowledge base is up-to-date and relevant, and that Service Desk Analysts are trained on how to use it effectively- Responsible for identifying opportunities for continuous improvement and implementing changes to improve the efficiency and effectiveness of the service desk- Works closely with stakeholders, including end-users, IT teams, and business units, to ensure that service desk operations are aligned with business needs and priorities.

Education

• Andra High School

  School Degree

  1990 — 1995

• MIT Pune

  Post Graduation Diploma IT, IT

  2013 — 2015

• GSEB

  HSC; SSC; DCA, GSEB

  2004 — 2006

Skills

• Servers
• Technical Support
• Networking
• Operating Systems
• Windows Xp
• Hardware
• Troubleshooting
• Windows
• Windows Server
• Active Directory
• Xp
• Windows 7
• Microsoft Sql Server
• Security
• Microsoft Office
• Polycom Video Conferencing
• Blackberry Enterprise Server
• Symantec Endpoint Protection
• Hpsm
• Laptops
• IT Operations
• Ipad
• IT Service Management
• Dns
• Microsoft Exchange
• Red Hat Linux
• Domain Management
• Blackberry
• Dhcp
• Software Installation
• Information Technology
• Itil
• Network Administration
• Data Migration
• Wireless Networking
• Vpn
• Integration
• Antivirus
• Group Policy
• Vendor Management