Professional summary
Aspiring IT Service Desk Analyst with over six years of experience supporting customers in fast-paced remote environments — resolving technical issues, investigating incidents, and documenting solutions while consistently meeting quality and productivity targets. Strong foundation in Windows, Linux, networking fundamentals, and end-user troubleshooting.
Hands-on experience administering Microsoft 365 services through a personal lab, including Microsoft Entra ID, Exchange Online, SharePoint Online, Microsoft Teams and OneDrive. Eager to apply strong analytical, communication and troubleshooting skills in an entry-level IT Support or Service Desk role.
Technical skills
Microsoft 365
Technical support
Operating systems
Networking
Linux
IT service management
Professional experience
Trust & Safety Associate
Peak Support- Investigate player-reported account issues on a skill-based gaming platform — unauthorised access, disputed transactions and suspected account compromise — handling each case in line with platform policy.
- Review player account and transaction activity for indicators of fraud and abuse, including irregular login patterns, payment anomalies and behaviour inconsistent with normal play.
- Apply established fraud-detection procedures to decide whether an account is compromised, being abused, or behaving legitimately — and action the outcome accordingly.
- Document every investigation with the evidence and reasoning behind the decision, and escalate complex or high-risk cases to specialist teams.
- Meet productivity and quality targets while working a queue of time-sensitive fraud cases in a fast-paced remote environment.
- Work with operations and support teams to resolve cases and restore access for legitimate players.
Live Operations Associate
Peak Support- Coordinated live operational activities for online gaming events.
- Monitored scheduled events and assisted in resolving operational issues.
- Worked closely with internal teams to support daily platform operations.
- Communicated operational updates and issue resolutions to stakeholders.
Service Delivery Associate
Peak Support- Reviewed service records for accuracy before processing.
- Investigated billing discrepancies and coordinated with internal teams to resolve issues.
- Maintained detailed documentation while meeting productivity targets.
- Ensured accurate data entry and compliance with company procedures.
Hands-on IT lab experience
Microsoft 365 Administration Lab
- Created and managed Microsoft 365 users and groups.
- Configured Microsoft Entra ID users, groups and Multi-Factor Authentication.
- Practised Exchange Online mailbox administration.
- Managed SharePoint site permissions and document version history.
- Troubleshot Microsoft Teams sign-in, audio, video and meeting issues.
- Diagnosed OneDrive synchronisation and file access problems.
- Simulated common service desk scenarios involving user accounts, licensing, mail flow and Microsoft 365 applications.
Windows & Linux Lab
- Performed operating system troubleshooting.
- Managed local users and permissions.
- Practised basic networking and connectivity troubleshooting.
- Used Linux command-line tools for system administration tasks.
Projects
Microsoft 365 Administration Home Lab
Education
BSc Information Systems
Carlos Hilado Memorial State University
Additional information
- Seeking entry-level IT Service Desk, Help Desk or IT Support opportunities.
- Strong customer service, troubleshooting and documentation skills.
- Comfortable supporting users in remote environments.
- Continuously improving Microsoft 365 administration, Windows, Linux, networking and IT service management skills.