IT Support Analyst - Systems Administration

AADHITIYA CHERIPALLY

IT Support Analyst Systems Administration Service Desk & Automation

St. Louis, MO ***********@*****.***

PROFESSIONAL SUMMARY

IT Support Analyst with 4+ years of combined experience in Service Desk support, IT operations, business systems analysis, and endpoint administration. Skilled in L1/L2 troubleshooting across Windows and macOS, user lifecycle support, identity and access workflows, endpoint management, ticketing, and automation. Experienced with Jira, ServiceNow, Okta, Microsoft 365, monitoring platforms, Python, and Bash, with working knowledge of core system administration technologies including Active Directory, Entra ID, Windows Server, Group Policy, PowerShell, DNS/DHCP, virtualization, backup/recovery, and endpoint security. Strong documentation and communication skills with a focus on reducing ticket volume, improving first-contact resolution, and standardizing support operations. CORE COMPETENCIES & TECHNOLOGIES

IT Support & Service Desk: L1/L2 technical support, incident/request management, hardware/software troubleshooting, desktop support, remote support, escalation management, SLA awareness, root cause analysis, knowledge base and SOP development

Windows & Endpoint Administration: Windows 10/11, macOS, device provisioning, imaging concepts, software installation, patching, driver/peripheral troubleshooting, endpoint policy compliance, BitLocker/FileVault concepts, printer and peripheral support

Identity & Access Management: Active Directory (users, groups, OUs, password/account administration), Microsoft Entra ID/Azure AD, Okta, MFA, SSO concepts, RBAC/least privilege, access provisioning/deprovisioning, employee onboarding/offboarding

Microsoft 365 & Collaboration: Microsoft 365 administration concepts, Exchange Online, Outlook, Teams, OneDrive, SharePoint, Office Suite, mailbox/user support, license assignment concepts, shared mailbox and distribution group support Windows Server & Systems Administration: Windows Server fundamentals, Group Policy (GPO) concepts, file/folder permissions, NTFS/share permissions, services, Event Viewer, Task Scheduler, patching, system health checks, remote administration

Networking & Connectivity: TCP/IP, IPv4/IPv6, DNS, DHCP, subnetting, VLAN concepts, VPN, Wi-Fi, LAN troubleshooting, ipconfig, ping, nslookup, tracert/traceroute, netstat, basic firewall troubleshooting MDM & Endpoint Management: Microsoft Intune concepts, Kandji, NinjaOne, device enrollment, compliance policies, application deployment concepts, inventory, remote actions, patch and policy management Scripting & Automation: PowerShell fundamentals, Python, Bash, Jira Automation, Slack workflow automation, no-code workflows, task automation, log parsing, repetitive support task reduction Virtualization & Cloud: VMware ESXi/vCenter concepts, virtual machine support, AWS EC2/S3/VPC/IAM fundamentals, cloud monitoring, basic cloud access and infrastructure troubleshooting Monitoring, Security & Recovery: AWS CloudWatch, Grafana, Datadog, ELK Stack, endpoint security concepts, antivirus/EDR concepts, vulnerability/patch compliance, backup and restore concepts, disaster recovery awareness, system log review

Enterprise Tools: ServiceNow, Jira, CMDB concepts, Okta, Google Workspace, Microsoft Office, Visio, Lucidchart Business Analysis & QA: Requirements elicitation, gap analysis, current/future-state process flows, acceptance criteria, requirements traceability, stakeholder workshops, UAT coordination, test case review, defect triage, problem management Reporting & Documentation: SQL reporting, dashboard creation, KPI tracking, ticket trend analysis, SOPs, runbooks, user guides, FAQs, technical documentation, technical-to-non-technical communication PROFESSIONAL EXPERIENCE

IT Support Analyst Tetrus Corp — New Jersey Sep 2024 – Aug 2026

• Provided L1/L2 support for Windows and macOS endpoints, standard enterprise applications, hardware, software, printers/peripherals, and network connectivity issues, escalating complex incidents with complete diagnostic notes.

• Supported employee onboarding and offboarding, including account access coordination, device provisioning/logistics, password and MFA support, group/application access requests, and deprovisioning activities with HR and cross- functional teams.

• Performed day-to-day endpoint administration activities including software installation, patching coordination, device compliance checks, account troubleshooting, and remote user support across enterprise environments.

• Logged, tracked, prioritized, and escalated incidents, service requests, access requests, and defects in Jira and ServiceNow while maintaining accurate ticket notes, ownership, status, and SLA visibility.

• Built Python and Bash automation scripts and Jira/Slack workflows to streamline repetitive support tasks and high-volume ticket patterns, reducing manual workload by 20%.

• Authored SOPs, runbooks, user guides, FAQs, and self-service knowledge base articles to improve first-contact resolution and reduce repeat support contacts.

• Analyzed recurring incidents and support trends and reported ticket volume, resolution duration, backlog, and status metrics to leadership on daily, weekly, and monthly cadences.

• Partnered with product, engineering, and operations teams to document business, functional, and technical requirements, perform gap analysis, and support migration/readiness activities.

• Supported QA/UAT by coordinating test cycles, reviewing test cases, documenting defects, and confirming readiness against acceptance criteria.

IT Support Analyst HCL Technologies — India Jan 2020 – Apr 2022

• Supported enterprise IT and service delivery operations by troubleshooting user issues, documenting incidents, coordinating escalations, and maintaining accurate operational records.

• Assisted with user access, endpoint, application, and connectivity support processes and followed standardized procedures for incident resolution and service requests.

• Led requirements-gathering sessions with internal stakeholders and operations teams, translating operational needs into structured requirement documents and acceptance criteria.

• Supported QA and UAT activities by executing test cases, documenting results, and validating solutions against defined requirements.

• Analyzed infrastructure and service delivery workflows to identify gaps, recurring issues, redundancies, and opportunities for process improvement.

• Created current- and future-state process diagrams using Visio and Lucidchart and maintained requirements traceability, issue logs, status reports, and audit-ready documentation.

• Authored SOPs, troubleshooting runbooks, and knowledge base articles to standardize support processes and improve knowledge transfer across teams.

EDUCATION

Master of Science — Information Technology Management Webster University, St. Louis, MO — May 2024

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