kalum
It Service Desk Analyst
IT professional with hands-on experience supporting Microsoft 365, Windows, and macOS environments, including troubleshooting, VIP support, Intune device enrollment, and M365 compliance features. Primary administrator for a large-scale LMS platform, managing course content, user troubleshooting, and ensuring adherence to data privacy policies for thousands of users. Skilled at balancing technical problem-solving with user-focused support and compliance responsibilities.
Experience: 4 years
Yearly salary: $20,000
Hourly rate: $10
Nationality: 🇵🇠Philippines
Residency: 🇵🇠Philippines
Experience
Senior IT Service Desk Analyst
Allegis Global 2022 - 2025
Provided first-line remote technical support, managing multiple tickets per shift across desktops, software, and networks. Configured Intune for device enrollment across Windows, macOS, and mobile devices; applied Microsoft 365 compliance features, including retention policies and DLP. Acted as primary administrator for the LMS platform during North American hours, managing content, troubleshooting, and ensuring HIPAA and data privacy compliance for thousands of users. Created and updated knowledge base articles and user guides to reduce repeat incidents and improve self-service.
Administrative Assistant
Local Government Unit of Dupax del Norte 2020 - 2022
Prepared official reports, ordinances, and documented council session minutes and transcripts with high accuracy. Implemented a structured filing and document management system.
Customer Service Representative
Telus International Philippines 2018 - 2020
Managed a high volume of inbound support calls, troubleshooting customer issues and providing timely solutions to ensure seamless use of the online banking platform in a fast-paced environment.
Project Assistant
Berkman International Incorporated 2017 - 2018
Coordinated meetings, documentation, and reporting to support cross-functional teams.
Skills
admin
analyst
communications
customer-success
customer-support
microsoft
english
tagalog