Nikitha Mathew
Bowmanville
Summary
IT Professional with 6 years of experience providing technical assistance and managing user accounts. Skilled in troubleshooting hardware and software issues, handling user onboarding and offboarding, and ensuring proper access provisioning. Committed to delivering timely solutions and supporting seamless IT operations.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT SERVICE DESK & USER PROVISIONING ANALYST
Stikeman Elliott
02.2022 - Current
- Support user lifecycle activities including onboarding, offboarding, and access provisioning across enterprise platforms using Active Directory and Azure AD.
- Perform user account administration tasks such as password resets, group membership updates, mailbox configuration, and access permissions management.
- Serve as the primary escalation point for Tier 1 and Tier 2 support, troubleshooting and resolving complex technical incidents and service requests.
- Manage incident and service request tickets using ServiceNow, ensuring timely resolution and compliance with SLAs.
- Utilize SCCM, Intune, and related tools for software deployment, patch management, and remote endpoint troubleshooting to maintain system uptime.
IT HELPDESK TECHNICIAN
Asurion
06.2020 - 05.2021
- Delivered Tier 1 and Tier 2 IT support to non-technical internal users through on-site desk-side assistance.
- Provided support for installation, configuration, and repair of Windows devices, including performing data backups and restores.
- Managed software installation, permission assignments, and hardware setup for new employees during the onboarding process.
- Conducted remote troubleshooting using diagnostic tools such as Bomgar, RDP, and Citrix to resolve technical issues efficiently.
TECHNICAL SUPPORT REPRESENTATIVE
Teleperformance
06.2019 - 02.2020
- Delivered prompt technical support to corporate users through phone, email, chat, and remote sessions.
- Provided support for business software including Microsoft Office Suite, financial applications, VPNs, and system management tools such as Salesforce.
- Collaborated cross-departmentally to update and manage data for VeriFone devices and related applications.
- Delivered application-level support for Amdocs CRM, VHQ, PayWare Connect, and other enterprise software solutions.
Education
Post-Degree Certificate - Computer Networking
Cambrian College of Applied Arts And Technology
Greater Sudbury, ON05-2019
Bachelor of Science - Electronics And Communications Engineering
Mar Ephraem College of Engineering And Technology
Tamil Nadu, India05-2013
Skills
- Systems & Devices: Windows 10/11, Windows Server 2019, Android & iOS mobile devices, desktops, laptops, printers, Cisco routers and switches, UPS units
- Software & Tools: Office 365 (Outlook, Teams, OneDrive, SharePoint), Active Directory, Azure AD, Intune, SCCM, PowerShell, ServiceNow, basic Python and SQL
- Virtualization & Remote Access: VMware, Citrix, VPN, Remote Desktop
- Networking: LAN/WAN, TCP/IP, DHCP, DNS, firewalls, network monitoring
- Support & Operations: Incident and ticket management, user onboarding/offboarding, hardware and software deployment, remote troubleshooting, user training, and technical documentation
Certification
- Cisco CCNA
- ITILv4 Foundation Certification
- Certified Identity and Access Manager (CIAM)
- Google Cyber Security Certificate
- CompTIA Security+ (In Progress)
Timeline
IT SERVICE DESK & USER PROVISIONING ANALYST
Stikeman Elliott
02.2022 - Current
IT HELPDESK TECHNICIAN
Asurion
06.2020 - 05.2021
TECHNICAL SUPPORT REPRESENTATIVE
Teleperformance
06.2019 - 02.2020
Post-Degree Certificate - Computer Networking
Cambrian College of Applied Arts And Technology
Bachelor of Science - Electronics And Communications Engineering
Mar Ephraem College of Engineering And Technology
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