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Aakash Kunchwar

@aakashkunchwar

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Desktop Support Engineer at Nestlé Canada, resolving endpoint and network issues and documenting fixes in ServiceNow.

Canada

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What I'm looking for

I'm seeking a challenging role where I can use my experience in IT support and my training in Python, cloud, AI-assisted app development, networking, system administration, front-end development, open-source software, Linux, and Git to contribute to business growth.

At Nestlé Canada, I provide on-site L1 and L2 desktop support for Windows, macOS, iOS, and Android users. I troubleshoot hardware, software, operating system, and network issues, and coordinate device refreshes and replacements.

I manage ServiceNow ticket queues and create knowledge base articles to close operational gaps. I handle 20 to 30 tickets per week while supporting more than 10 departments.

As an IT Consultant, I provided Level 2 support, documented service desk tickets, and managed Active Directory requests. I used SQL log analysis and remote troubleshooting to improve resolution time by 30%.

Earlier, I supported applications, enterprise software, and security operations at ICF Olson, North Plains Systems, and Cyderes. I also hold CompTIA A+ and CCNA certifications, along with AWS certifications in Solutions Architecture and AI.

Experience

Work history, roles, and key accomplishments

Current

Desktop Support Engineer

Current

Nestlé Canada

Jun 2026 - Present (5 months)

Provided on-site L1&L2 desktop support for Windows, macOS, iOS, and Android, troubleshooting hardware, software, and network issues. Managed ServiceNow ticket queues, coordinated IMAC tasks, and handled 20-30 tickets per week across 10+ departments.

Windows 10 Windows 11 MacOS iOS Android ServiceNow IMAC (Install Move Add Change)Microsoft 365 LAN Network Troubleshooting Hardware Support Software support

Current

Desktop Support Engineer

Current

Axios International Canada Inc.

Sep 2025 - Present (1 year 2 months)

Delivered immediate technical support and problem resolution for end-users across various platforms. Managed desktop computing environment, including hardware/software installations, system configurations, and IMAC services using SCCM and ServiceNow.

Windows 10 Windows 11 Apple OS SCCM ServiceNow IMAC (Install Move Add Change)Technical Support problem resolution Documentation

Current

IT Consultant

Current

Self Employed

Feb 2021 - Present (5 years 9 months)

Executed Level 2 IT solutions for clients, documenting 20 daily service desk tickets using Jira, Zendesk, and Freshdesk. Analyzed incidents to identify trends, managed Active Directory, and achieved a 30% improvement in resolution time through remote troubleshooting.

Remote troubleshooting Customer Service incident analysis Jira Zendesk Freshdesk Active Directory SQL

Remote Technical Support Specialist

Sykes

Apr 2020 - Apr 2021 (1 year)

Provided Level 2 technical support for Rogers cable TV boxes, achieving high daily ticket resolution rates. Performed Windows updates, OS imaging, and deployment using MDT and SCCM, and resolved password reset requests.

Windows 10 Microsoft Deployment Toolkit SCCM Technical Support Customer Service Troubleshooting

Technical Solution Advisor

Agilysys

Nov 2017 - Jan 2018 (2 months)

Troubleshooted Level 3 complex technical issues over the phone using remote desktop technology. Created reports for documentation, training, and testing of hotel/property management enterprise software.

Remote Desktop Troubleshooting Documentation Enterprise Software Hotel Management Software

Security Analyst

Cyderes

Jun 2017 - Oct 2017 (4 months)

Executed Tier 1 support in resolving operational and security alerts from security devices such as QRadar, RSA SA, Sumo Logic, Splunk, and Datadog. Opened and updated security tickets, and performed scheduled health checks.

QRadar RSA SA SumoLogic Splunk Datadog Dynatrace Solarwinds ESM Network And Security Manager (NSM)Security Alerts Ticketing

Application Support Specialist

ICF Olson

Jan 2017 - May 2017 (4 months)

Executed Level 2 support in resolving OESP issues using Jira, MS SQL, CRM, Zoho, and error logs. Managed digital solutions' health and uptime using Splunk, Nagios, and AWS alarms, and created SQL scripts for application changes.

Jira MSSQL CRM Zoho Splunk Nagios AWS SQL Confluence Barracuda EC2

Global Technical Support Specialist

North Plains Systems

Jan 2016 - Dec 2016 (11 months)

Executed Level 1 support in resolving digital asset management enterprise software issues for Fortune 250 clients using Remedy, Jira, MS SQL, and error logs. Configured and tested monitoring tools like Jenkins, Zabbix, and Datadog, and handled source code on SVN and Git.