NIKHIL Kumar
Melbourne,VIC
Summary
Dedicated IT professional with proven high quality experience across network operations, technical support, software engineering, cybersecurity, and enterprise technology environments. Experienced in 24/7 operational support, network and system troubleshooting, incident management, root-cause analysis, SLA/OLA compliance, and customer service. Strong background across network infrastructure, software engineering, risk & security, IT support, technical documentation, and continuous improvement, with experience in ITIL, Agile, and DevOps environments.
Overview
3
3
Certifications
5
5
years of professional experience
Work History
NAB Support Associate
NAB(contract)
Melbourne, VIC
01.2026 - Current
- Delivered customer service and support across digital banking platforms and internal systems, addressing customer requests and service-related issues to enhance user experience.
- Coordinated with internal teams to resolve customer service issues, ensuring timely solutions and enhancing overall service quality.
- Identified and resolved technical issues and usability problems within team systems, helping improve reliability and day-to-day efficiency.
- Developed and improved team-wide SharePoint resources, facilitating better access to information, documentation, and workflows for team efficiency.
Technical & Customer Support
Jasbe Australia
08.2023 - 10.2025
- Provided 24/7 customer and technical support for service issues, resolved incidents to meet SLA and OLA requirements, enhancing customer satisfaction.
- Supported network operations and troubleshooting by collaborating with internal teams to resolve incidents, minimizing service disruptions and improving service reliability.
- Delivered customer service and operational support using ServiceNow, SolarWinds, Jira, and Confluence, contributing to process improvements and root-cause analysis, earning recognition as Employee of the Quarter 2024.
Associate Software Engineer – Risk & Security
Accenture
09.2021 - 06.2023
- Assisted risk and security initiatives by improving technical analysis and security posture across enterprise technology processes.
- Supported risk and security enterprise technology environments, enhancing technical analysis software activities and enterprise systems.
- Investigated technical issues through structured troubleshooting and root-cause analysis, improving system reliability and operational efficiency.
- Contributed to process improvement and automation efforts, streamlining workflows, reducing manual effort, and improving operational efficiency.
- Collaborated with technical and business stakeholders in agile environments, maintained technical documentation, and facilitated knowledge sharing and cross-team improvements.
Education
Master of Cybersecurity -
Monash University
Melbourne, VIC06-2025
Bachelor of Technology -
Vignans University
India07-2021
Skills
- IT support and incident management
- Network troubleshooting and operations
- ServiceNow and SolarWinds Expertise
- Jira and Confluence proficiency
- Incident response
- Network monitoring and fault detection
- Technical Troubleshooting
- ITIL framework
- Agile methodologies and DevOps practices
- Workflow optimization
- Software engineering and security analysis
- Microsoft Office Suite and Azure skills
- Customer relationship management
- Professional Customer service excellence
- Stakeholder Collaboration
- Customer relationship management
Certification
CompTIA Security+
PROJECTS & ACHIEVEMENTS
WheelMeltb — Security Lead: Oversaw secure deployment practices for the Monash University accessibility capstone project; project received recognition from the City of Melbourne., Contributed to process improvement and automation initiatives, helping accelerate incident resolution and improve operational efficiency.
Timeline
NAB Support Associate
NAB(contract)
01.2026 - Current
Technical & Customer Support
Jasbe Australia
08.2023 - 10.2025
Associate Software Engineer – Risk & Security
Accenture
09.2021 - 06.2023
Master of Cybersecurity -
Monash University
Bachelor of Technology -
Vignans University