LEONARD ALLAN FUENTES
Angeles City
Summary
Level 2/Level 3 service desk engineer with over 7 years of experience supporting enterprise and MSP environments across Microsoft 365 and Azure Active Directory (Entra ID). Specialises in incident and escalation management, identity and access administration, endpoint troubleshooting, and hybrid cloud support.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Service Desk Engineer
Dataprise
10.2024 - 06.2025
- Delivered Level 2 support in an MSP environment across multiple Microsoft 365 tenants.
- Administered Azure AD, mailbox configurations, licensing, and access controls.
- Resolved escalated authentication, email flow, endpoint, and permission issues within SLA targets.
- Documented troubleshooting processes to enhance knowledge base accuracy and reduce repeat incidents.
Helpdesk Technician
DNATA Travel Inc
05.2023 - 07.2024
- Managed high-priority incidents affecting enterprise booking and internal systems.
- Performed incident classification, logging, investigation, and resolution aligned with ITIL practices.
- Coordinated outage notifications and ensured clear stakeholder communication during downtime.
Helpdesk Technician
Sutherland Global Services
05.2022 - 05.2023
- Supported AVAYA cloud telephony systems, resolving routing and configuration issues.
- Conducted trend analysis on recurring tickets to support problem management initiatives.
Helpdesk Technician
Stefanini Philippines
06.2020 - 05.2022
- Provided Level 2 support for hardware, operating systems, and enterprise applications.
- Delivered remote support to global users across multiple time zones.
Technical Support & Retention Roles
01.2016 - 01.2020
- Resolved advanced networking, connectivity, and device-related issues for telecom customers.
- Applied structured troubleshooting methodologies to isolate root causes and restore services efficiently.
Education
BS Mathematics -
Polytechnic University of the Philippines
BS Computer Engineering - Undergraduate
Technological University of the Philippines
Skills
- Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
- Azure Active Directory (Entra ID), RBAC, MFA, Conditional Access
- Incident, Problem & Change Management (ITIL-Aligned)
- Level 2/3 Escalation Handling & Root Cause Analysis
- ServiceNow, ConnectWise, ManageEngine (ITSM Tools)
- Windows 10/11 Administration & Endpoint Support
- Account Provisioning & Identity Lifecycle Management
- Hybrid Cloud & On-Prem Environment Support
- SLA & KPI Performance Management
- Remote Support, VPN & Network Troubleshooting
- AVAYA & Genesys Cloud Telephony Support
- ITIL framework
- Incident management
- Customer communication
Personal Information
Available: Open to Remote & International Opportunities (US | AU | UK Time Zones)
Certification
- ITIL® 4 Foundation
- Cisco Certified Network Associate (CCNA)
- Microsoft Certified: Azure Administrator Associate (AZ-104)
- Microsoft Certified: Azure Fundamentals (AZ-900)
- CompTIA Certification
- Google Project Manager
- EF SET C2 English Proficient
Timeline
Service Desk Engineer
Dataprise
10.2024 - 06.2025
Helpdesk Technician
DNATA Travel Inc
05.2023 - 07.2024
Helpdesk Technician
Sutherland Global Services
05.2022 - 05.2023
Helpdesk Technician
Stefanini Philippines
06.2020 - 05.2022
Technical Support & Retention Roles
01.2016 - 01.2020
BS Mathematics -
Polytechnic University of the Philippines
BS Computer Engineering - Undergraduate
Technological University of the Philippines