Nikhil Bhardwaj
Halifax,Canada
Summary
Dedicated IT Support Professional with 4+ years of experience in end-user support and system operations. Expertise in troubleshooting hardware and software issues, ensuring adherence to SLAs, and managing support case lifecycles. Certified in ITIL, CompTIA A+, and Microsoft Security Fundamentals, delivering customer-focused support through effective communication and problem resolution.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Analyst
Cyber Security and Digital Solution
11.2025 - Current
- Strengthened security measures by analyzing system and application vulnerabilities.
- Resolved technical issues, enhancing system performance through thorough analysis and troubleshooting.
- Utilized IT best practices to address challenges and make informed decisions.
- Partnered with cross-functional teams to efficiently resolve user issues and concerns.
- Conducted root cause analysis to minimize downtime and improve resolution processes.
Technical Solutions Analyst (Part-Time)
Maple Tech Solution
09.2025 - 11.2025
- Resolved software and platform issues through effective client communication and support.
- Maintained 95%+ customer satisfaction by managing a dynamic ticket support queue.
- Conducted first-line troubleshooting for SaaS applications, enhancing user experience.
- Documented interactions and solutions in knowledge base for improved future support.
- Provided remote technical assistance, ensuring timely resolutions for client inquiries.
Technical Support Specialist
Innovatia (Avaya)
10.2021 - 02.2025
- Enhanced user support experience through effective Tier 1 & 2 troubleshooting.
- Recorded technical inquiries in ticketing systems, ensuring detailed issue documentation.
- Cultivated strong relationships with users by providing clear, dedicated support.
- Diagnosed network and VoIP issues, escalating complex problems to engineering teams.
- Prioritized high volumes of support tickets, adhering to SLAs and schedules.
Assistant Manager Part-Time (Operations)
Dominos
10.2017 - 08.2021
- Ensured efficient task completion by delegating responsibilities to staff members.
- Educated staff on safety guidelines and company standards for improved compliance.
- Communicated new procedures and product information to enhance team performance.
- Trained team on customer service practices to elevate client satisfaction levels.
Technical/Software Engineer Intern
Concentrix
12.2016 - 07.2017
- Resolved technical issues by providing timely support and researching solutions.
- Managed ticketing system, ensuring smooth client query resolution processes.
- Automated data extraction from legacy systems using SQL and Perl scripts.
- Developed a test case tool generating random XML documents for software testing.
Education
Bachelor of Science - Computer Science
Saint Mary's University
Halifax, CA08.2021
Bachelor of Arts - English Honors
University of Delhi
New Delhi, IN05.2017
Skills
- Technical support expertise, Technical support and IT infrastructure
- Programming/Scripting: Python, PowerShell, SQL, JavaScript, Perl, C, Java, C#
- Operating systems: Windows 10, Linux, macOS
- Networking & Protocols: TCP/IP, DHCP/DNS, VoIP (SIP & H323), Wireshark
- Cloud and database platforms
- Microsoft Server administration
- Interpersonal Skills: Active Listening, Customer Relationship Management, Cross-Functional Collaboration, Problem-Solving, Multi-tasking, Adaptability
Certification
- ITIL (Information Technology Infrastructure Library)
- CompTIA A+
- Microsoft Certified: Security, Compliance, and Identity Fundamentals
- Avaya Cloud Office: Design Proficient
Timeline
Technical Analyst
Cyber Security and Digital Solution
11.2025 - Current
Technical Solutions Analyst (Part-Time)
Maple Tech Solution
09.2025 - 11.2025
Technical Support Specialist
Innovatia (Avaya)
10.2021 - 02.2025
Assistant Manager Part-Time (Operations)
Dominos
10.2017 - 08.2021
Technical/Software Engineer Intern
Concentrix
12.2016 - 07.2017
Bachelor of Arts - English Honors
University of Delhi
Bachelor of Science - Computer Science
Saint Mary's University