Kavyasri Elmati
Professional Summary
IT Operations Analyst with 3 years of experience delivering hands-on end-user support and managing IT operations across Windows, cloud, and Linux environments. Proficient in Microsoft 365, Active Directory, ServiceNow ticketing, and Microsoft Intune for device and identity management. Experienced monitoring AWS EC2/S3/VPC and Azure resources, diagnosing Linux and network issues, and authoring runbooks and operational reports. Regularly automate routine diagnostics and reporting using Python and Git, and apply Terraform for small infrastructure changes. Skilled in incident triage, SLA-driven ticket management, onboarding/offboarding workflows, VPN and connectivity troubleshooting, and technical documentation that improves team throughput and customer experience.
Technical Skills
Work Experience
- Provided first-level end-user support via phone, email and remote tools for Windows 10/11 and Microsoft 365, resolving common endpoint and application issues at first contact.
- Managed incident and service-request workflows in ServiceNow, ensuring accurate ticket documentation, SLA tracking, prioritization, and escalation to specialist teams.
- Resolved Active Directory account and password issues and executed onboarding/offboarding tasks to provision access and Intune-based device enrollment.
- Configured and deployed desktops and laptops, performing PC hardware diagnostics and printer setup to reduce repeat hardware tickets.
- Coordinated asset tracking and equipment staging for new hires, maintaining inventory records and intake/return status within the asset tracker.
- Monitored AWS EC2 and Linux hosts, investigated system alerts and log anomalies, and collaborated with infrastructure teams on root-cause analysis.
- Authored automated log-parsing scripts in Python and stored scripts in Git to accelerate diagnostics and contributed to a 20% improvement in incident-resolution time.
- Provided first-level infrastructure and user support, triaging incidents and performing initial troubleshooting prior to escalation.
- Monitored Linux servers and Azure resources to identify service-impacting alerts and performed initial log analysis to inform escalations.
- Diagnosed Windows server access and authentication issues and executed corrective actions for VPN and DNS-related connectivity problems.
- Documented incident timelines, troubleshooting steps and resolutions in ServiceNow and updated knowledge base content in Confluence.
- Backed routine user-access requests and followed defined ITIL escalation paths to coordinate with network and platform teams.
- Executed basic maintenance tasks and patch verification on Windows and Linux hosts to maintain stable production operations.
Education
Certifications
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