NITHISHA KORUKANTI
Luton
Summary
Experienced Systems and Application Support professional specialising in Microsoft 365, Exchange, Active Directory, Intune and enterprise system administration. Skilled in resolving complex technical issues, managing system configuration, developing SOPs, and supporting change control within ITIL environments. Strong communicator with proven experience working with stakeholders and vendors, maintaining secure, reliable systems and driving continual service improvement.
Overview
7
7
years of professional experience
Work history
Systems Administration Specialist
Vivid Quest AI
, UK
2024.10 - 2026.02
- Maintain in-depth technical knowledge of enterprise systems supporting day-to-day operational services.
- Resolve complex and high-impact incidents, providing clear explanations to users at all organisational levels.
- Perform system configuration changes across Microsoft 365, Exchange, Intune, and Active Directory environments.
- Support system upgrades and changes, ensuring testing, documentation, and risk mitigation prior to implementation.
- Develop and maintain Standard Operating Procedures (SOPs) to ensure consistent, low-risk operational practices.
- Monitor system health, performance, and security, proactively identifying risks and improvement opportunities.
- Follow formal IT change control procedures, maintaining accurate configuration and reference documentation.
- Liaise with third-party vendors to escalate issues and support incident resolution.
- Contribute to continual service improvement through root cause analysis and trend reporting.
- Ensure compliance with information governance, data protection, and security standards.
- Reviewed documents for staff to proofread for errors, correct formatting and verify factual information.
- Wrote professional letters, emails and memoranda for business communication.
IT service desk analyst
NEXARA ANALYTICS
, INDIA
2019.07 - 2022.08
- Delivered L2/L3 application and systems support within a large, multi-user organisational environment.
- Acted as Subject Matter Expert for enterprise systems and supported business-critical applications.
- Worked closely with infrastructure, applications, and external suppliers to resolve recurring system issues.
- Supported incident, problem, and change management in line with ITIL frameworks and SLAs.
- Created and maintained technical documentation and SOPs to improve consistency and reduce operational risk.
- Assisted with major incident coordination, acting as liaison between technical teams and business stakeholders.
- Analysed system performance and usage data to support service improvement initiatives.
- Communicated complex technical information clearly to non-technical users, maintaining high CSAT scores.
Education
Master of Science - International Business with Data Analytics
University of Bedfordshire
LUTON 09/2022 - 09/2024
Bachelor of Science - Computer Science and Engineering
VITS
INDIA 06/2015 - 06/2019
Skills
- Clinical & Enterprise Application Support
- System Configuration & Maintenance
- Microsoft 365 & Exchange Online Administration
- Active Directory & Identity & Access Management
- Incident, Problem & Change Management (ITIL)
- Complex Technical Fault Diagnosis & Resolution
- Standard Operating Procedure (SOP) Development
- Technical & Configuration Documentation
- Information Governance & Data Security Awareness
- Vendor & Third-Party Supplier Liaison
- Stakeholder Communication with Clinical & Non-Technical Staff
- Service Improvement & Root Cause Analysis (RCA)
Accomplishments
- Reduced repeat incidents by 15% through proactive troubleshooting and improved user guidance, supporting more reliable service delivery
- Maintained 98% SLA compliance while managing a high volume of complex technical support requests
- Achieved 95%+ user satisfaction by communicating technical information clearly to both technical and non-technical staff
- Developed and maintained SOPs and knowledge base documentation to improve consistency and reduce operational risk
- Supported major incident management and ensured timely escalation to vendors and specialist teams
- Improved issue resolution times by collaborating with infrastructure and application teams
- Contributed to service improvement by identifying recurring issues and performing root cause analysis
- Recognised by management for delivering dependable, high-quality systems support within a busy enterprise environment
Timeline
Systems Administration Specialist
Vivid Quest AI
2024.10 - 2026.02
IT service desk analyst
NEXARA ANALYTICS
2019.07 - 2022.08
Master of Science - International Business with Data Analytics
University of Bedfordshire
09/2022 - 09/2024
Bachelor of Science - Computer Science and Engineering
VITS
06/2015 - 06/2019