Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Nithin Pankajakshan

Service Desk Engineer
Mount Duneed,VIC

Summary

Proactive and results-driven IT Support Engineer with over 5 years of hands-on experience delivering Level 1 and Level 2 support in enterprise and managed service provider environments. Expertise in resolving escalated technical issues, supporting cloud platforms such as Microsoft 365 and Azure, and managing complex infrastructures, including servers, networks, and virtual environments. Proven track record in driving IT projects to success, enforcing policies, and enhancing system stability through meticulous backup, monitoring, and documentation practices. Recognized for strong collaboration skills and exceptional communication abilities, complemented by a commitment to outstanding customer service.

Overview

6
6
years of professional experience
3
3
Certifications
4
4
Languages

Work History

IT Helpdesk Engineer

City Of Stonnington Council (Hays)
Malvern, Victoria
03.2024 - Current
  • Troubleshoot escalated support issues (hardware, software, AD, network, VPN)
  • Administered device onboarding, policy enforcement, and system compliance using Intune and SCCM
  • Maintained AD environments: user onboarding/offboarding, group permissions, security policies
  • Led incident response and RCA efforts to resolve recurring desktop, network, and access issues
  • Enforced compliance controls aligned to internal policies and E8 security standards
  • Created and maintained procedural documentation and SOPs to ensure ITIL-aligned processes
  • Coordinated with vendors for escalated issues, procurement, and service-related tasks
  • Delivered onsite support and guided junior staff during supervisory absences

L2 Support Engineer

Kyndryl (ENbridge Engage4)
Melbourne, Victoria
03.2023 - 12.2023
  • Delivered Level 2/3 support across Windows endpoints, servers, and mobile devices for enterprise clients
  • Supported cloud and endpoint platforms including Azure AD, Microsoft 365, Microsoft Intune, and SCCM
  • Participated in IT infrastructure upgrades, system migrations, and patching operations
  • Conducted root cause analysis for OS, networking, and access-related incidents
  • Assisted with security and backup solution deployment to align with compliance and business continuity standards
  • Actively involved in policy creation and enforcement for mobile and desktop device management

L1 Technical Solution Consultant

Hewlett Packard Enterprise
Bengaluru, Karnataka
03.2019 - 02.2023
  • Provided L1-L2 support for HPE servers, storage, and networking for enterprise clients
  • Diagnosed hardware issues and collaborated with onsite engineers and ASPs for resolution
  • Contributed to client infrastructure documentation and internal knowledge base
  • Engaged with global teams to ensure SLA adherence and high customer satisfaction
  • Supported infrastructure setup, OS provisioning, and basic networking troubleshooting

Education

Bachelor Of Commerce -

Indira Gandhi National Open University
India

Skills

Experience In Group Policy management

  • Experience with Microsoft Intune and SCCM management

  • Security and compliance management

  • Cloud and server virtualization solutions

  • Time management

  • Technical reporting

Root - Cause Analysis

Certification

Microsoft Certified: Azure Administrator Associate

Accomplishments

  • Achieved 99% uptime by completing system troubleshooting and issue resolution with accuracy and efficiency.
  • Supervised team of 5 staff members, ensuring smooth daily operations and timely response to support tickets.

Timeline

IT Helpdesk Engineer

City Of Stonnington Council (Hays)
03.2024 - Current

L2 Support Engineer

Kyndryl (ENbridge Engage4)
03.2023 - 12.2023

L1 Technical Solution Consultant

Hewlett Packard Enterprise
03.2019 - 02.2023

Bachelor Of Commerce -

Indira Gandhi National Open University

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Nithin PankajakshanService Desk Engineer