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Nikhil Saini

@nikhilsaini2

Message

I lead enterprise desktop support, cloud access governance, and Azure Virtual Desktop operations.

India

Message

At Everise, I lead desktop support for 15,000+ enterprise users, overseeing 800+ complex monthly incidents while sustaining 99.4% SLA adherence.

I manage high-severity L2/L3 escalations, incident-response bridges, Azure Virtual Desktop host pools, session hosts, Golden Image updates, and user-profile optimization.

Previously at American Express, I governed identity access for 2,500+ corporate users and resolved 500+ high-complexity endpoint tickets each month. I also drove preventive fixes that reduced recurring incidents by 20%.

I bring hands-on experience across Windows, macOS, Microsoft Azure, Entra ID, SailPoint IdentityIQ, Intune, SCCM, ServiceNow, and Microsoft 365 environments.

Experience

Work history, roles, and key accomplishments

Current

Team Lead – Desktop Support

Current

Everise

Mar 2026 - Present (6 months)

Lead and mentor a team of desktop support engineers providing technical assistance to 15,000+ enterprise users, overseeing 800+ monthly incident requests with 99.4% SLA adherence. Act as primary technical SPOC for high-severity escalations and manage Azure Virtual Desktop infrastructure.

Azure Azure Virtual Desktop Host Provisioning Microsoft Entra ID RBAC Conditional Access ServiceNow Bomgar PowerShell ITIL Root Cause Analysis SLA Governance

Sr. Customer Support Engineer (L2+)

American Express

Sep 2023 - Mar 2026 (2 years 6 months)

Governed user account provisioning and role entitlements for 2,500+ corporate users via SailPoint IdentityIQ and Azure AD. Delivered Tier-2+ support across 3,000+ endpoints, resolving 500+ high-complexity tickets per month and leading incident triage for critical outages.

SailPoint IIQ Azure AD Active Directory Windows 10 11 MacOS ServiceNow Group Policy Microsoft Intune SCCM Microsoft 365 Exchange Online SharePoint Root Cause Analysis Change Management

Executive Helpdesk Engineer (L1+ & L2)

Fresenius Kabi Oncology LTD.

Nov 2021 - Aug 2023 (1 year 9 months)

Supported 1,000+ local and remote staff, resolving 400+ monthly requests covering laptops, desktops, network printers, and conference room AV infrastructure. Administered user lifecycle provisioning and executed end-to-end device imaging for new hire onboarding.