Nitish Kumar Amaravati
Webster
Summary
Diligent IT Technical Support Analyst with solid background in technical operations. Proven experience in managing and optimizing systems, enhancing operational efficiency, and resolving technical issues. Demonstrated ability in system monitoring and troubleshooting, ensuring seamless operations and minimal downtime.
Overview
5
5
years of professional experience
Work History
IT Technical Operations Analyst
Bank of America
08.2024 - Current
- Delivered first-contact customer support and resolved incidents across Windows, macOS, mobile devices, business applications, and enterprise hardware in fast-paced environments maintaining a 95% plus user satisfaction rate.
- Managed provisioning, installation, configuration, and maintenance of systems hardware, software, and workstation environments following IT standards.
- Delivered hands-on and remote A/V support for conference rooms, Zoom Rooms, Teams Rooms, and hybrid meeting technologies including cameras, speakerphones, switchers, displays, and control panels.
- Handled onboarding setups, AD account creation, license assignment, access provisioning, MFA enrollment, and offboarding tasks in coordination with HR and security teams.
- Configured Cisco call systems by setting up user extensions, voicemail profiles, softphone clients, and troubleshooting call routing or device registration issues.
- Provided on-site and remote troubleshooting for desktops, laptops, printers, file shares, VPN, Wi-Fi connectivity, and collaboration tools, using TeamViewer or similar tools.
- Followed ITIL V3-based (Information Technology Information Library) workflows for incident, request, problem, and change management, ensuring SLAs (Service Level Agreement) were met and customer communication stayed consistent and clear.
- Performed OS upgrades, patches, driver updates, application installations, and workstation rebuilds following department maintenance schedules.
- Assisted with software testing, vendor release validations, and patch review processes to ensure compatibility with enterprise environments.
- Supported and administered Active Directory environments created/modified user accounts, groups, password resets, group policy application, and mailbox configurations.
- Used basic scripting (PowerShell, Bash) to automate routine tasks, log collection, device queries, and system health checks reducing manual workloads by 20%.
- Provided support for Microsoft 365, Teams, Outlook, SharePoint, OneDrive, and device access issues across multiple platforms.
- Performed basic network troubleshooting including LAN/WAN issues, DHCP/DNS failures, packet drops, VPN access problems, and router/switch escalations.
- Maintained accurate IT inventory of laptops, monitors, peripherals, software licenses, and accessories and updated asset records using ServiceNow or ManageEngine tools.
- Collaborated with infrastructure teams to resolve escalated issues involving servers, file/print services, VMware VMs, and shared storage.
- Performed malware and spyware remediation using Defender ATP, antivirus tools, safe-mode cleanup, and log-based threat identification.
- Demonstrated strong attention to detail by maintaining accurate inventory records, documenting access approvals, and following strict change and patching procedures.
- Interacted with external vendors for hardware warranty claims, replacement parts, escalated product issues, and service renewals.
- Delivered support during after-hours, weekend rotations, or emergency outages.
- Demonstrated strong analytical thinking by reviewing logs, system reports, error histories, and workflow impacts to identify root causes.
- Supported mobile device management tools such as Intune and Jamf for Windows/macOS enrollment, compliance checks, and app deployments.
- Ensured all hardware and software remained compliant with internal IT standards, security policies, and audit requirements.
- Built customer loyalty by maintaining professionalism, empathy, and clear communication during technical escalations.
IT Service Desk Analyst
Corewell Health
07.2023 - 08.2024
- Handled daily password resets, account unlocks, MFA issues, and access provisioning in Active Directory while following strict verification and security procedures.
- Provided first-level support via phone, chat, and email, resolving hardware/software issues, Windows/macOS problems, Outlook/M365 errors, Citrix VDI issues, and mobile device concerns.
- Logged, updated, and closed ServiceNow tickets with detailed troubleshooting notes, ensuring accuracy, SLA compliance, and high-quality documentation.
- Troubleshot desktops/laptops for OS errors, performance issues, application failures, printer problems, network/Wi-Fi issues, and VPN connectivity.
- Supported Citrix virtual desktops by resolving session disconnects, profile issues, application launch failures, and display configuration problems.
- Provided iOS/Android support including email setup, VPN access, Intune enrollment, certificate fixes, and mobile performance troubleshooting.
- Assisted users through step-by-step troubleshooting, maintained professionalism during outages or high-volume periods, and delivered a calm, user-focused support experience.
- Collaborated with Level 3 teams by providing clean escalations with logs, screenshots, environment details, and steps attempted.
- Used RDP, TeamViewer, and Citrix remote tools to perform diagnostics, apply fixes, and validate resolutions without requiring onsite visits.
- Managed equipment requests, asset records, laptop/monitor assignments, and chain-of-custody documentation in ServiceNow.
- Stayed aware of outages and trending issues through team chats and shift turnovers, adjusting troubleshooting approaches and sharing updates with team members.
- Contributed to knowledge base improvements by identifying gaps, suggesting updates, and sharing troubleshooting insights to support team efficiency.
- Maintained strong SLA performance by managing ticket queues efficiently, documenting actions clearly, and adapting to evening/weekend shift rotations as needed.
Help Desk Analyst 1
Central Michigan University
08.2022 - 05.2023
- Resolved high volumes of technical support requests via multiple communication channels.
- Enhanced account access success through effective Global ID and password management.
- Reduced repeat tickets by 15% by resolving OS and software issues promptly.
- Restored campus network connectivity with over 90% first-pass success rate.
- Maintained reliable operation of desktops, laptops, and classroom equipment across campus.
- Improved user access to email and LMS, reducing escalations by 10%.
Quality Analyst – IT Help Desk & Data Analysis
CallHealth Services Pvt Ltd
07.2020 - 10.2021
- Improved service accuracy by monitoring calls, reducing repeat tickets significantly.
- Enhanced help desk performance, producing dashboards that improved SLA compliance.
- Streamlined ticket quality through thorough review, leading to faster resolution cycles.
- Reduced technical problems by conducting root-cause analysis and recommending corrective actions.
- Boosted team performance by coaching agents on troubleshooting and documentation standards.
Education
Master of Science - Management Information Systems
Central Michigan University
Mount Pleasant, MI05.2023
Bachelors - Computer Science and Engineering
Jawaharlal Nehru Technological University Hyderabad (JNTUH)
India05.2021
Skills
- Operating Systems: Windows 10/11, macOS, Linux (basic), iOS, Android, Citrix VDI
- ITSM Tools: ServiceNow, Jira, ITIL Processes
- Identity & Access: Active Directory, Entra ID, MFA/SSO, User & Group Provisioning
- Endpoint Management: Intune, Jamf, Device Imaging, OS Patching, Software Deployment
- Servers & Virtualization: File Servers, Print Servers, VMware VMs, Shared Storage
- Troubleshooting: Hardware/Software, Outlook/M365, VPN, Wi-Fi, DNS/DHCP, Printers, Citrix Issues
- Networking: LAN/WAN, DHCP/DNS, IP Configuration, VPN, Wireless Support
- A/V & Collaboration: Zoom Rooms, Teams Rooms, Conference Equipment, Projectors, Cameras, Cisco Call Manager
- Enterprise Apps: Microsoft 365, Teams, OneDrive, SharePoint, Zoom, Cisco Jabber, Microsoft Office Suite
- Remote Tools: RDP, TeamViewer, Citrix Remote Tools
- Reporting & Data: Power BI, Excel (Pivot, VLOOKUP, Dashboards), SQL Queries, KPI Reporting
- Scripting & Computer programming: PowerShell, Bash (basic), Automation, Log Analysis, Python
- Security: Microsoft Defender ATP, Antivirus Tools, Malware/Spyware Removal, Access Control Standards
- Asset Management: ServiceNow CMDB, Hardware Lifecycle Management
- Soft Skills: Effective communication, Problem-solving skills, Organizational skills, Interpersonal skills, Customer focused
- Customer support
- IT infrastructure
- Incident management
- Hardware diagnostics
Timeline
IT Technical Operations Analyst
Bank of America
08.2024 - Current
IT Service Desk Analyst
Corewell Health
07.2023 - 08.2024
Help Desk Analyst 1
Central Michigan University
08.2022 - 05.2023
Quality Analyst – IT Help Desk & Data Analysis
CallHealth Services Pvt Ltd
07.2020 - 10.2021
Bachelors - Computer Science and Engineering
Jawaharlal Nehru Technological University Hyderabad (JNTUH)
Master of Science - Management Information Systems
Central Michigan University