LOVABLE KHAYE YU UMALI
Service Delivery Helpdesk Engineer · Microsoft 365 Administration · ITSM & Endpoint Support
Lovable Khaye “Bubbles” Umali is a service delivery and helpdesk professional with 10+ years of IT support experience across enterprise environments, supporting global users through Microsoft 365 administration, endpoint management, cloud workspaces, remote troubleshooting, and SLA-driven support operations.
Profile Snapshot
Overview
Profile Summary
Bubbles supports enterprise users across modern workplace environments with a strong foundation in Microsoft 365 administration, IT service management, endpoint support, and cloud-based troubleshooting.
Enterprise Support
Her experience spans Level 1 and Level 2 support, access and identity administration, mailbox and distribution list management, endpoint troubleshooting, and user support aligned with SLAs and ITIL practices.
Service Improvement
She is recognized for improving support efficiency through strong documentation, knowledge base contributions, performance reporting, organized escalation handling, and dependable stakeholder communication.
Core Competencies
IT Service Management
Incident handling, SLA tracking, escalation management, and structured enterprise service delivery.
Microsoft 365 Administration
Support for Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, and mailbox operations.
Identity & Access Support
Active Directory tasks, account provisioning, password resets, and access management with security awareness.
Endpoint & Cloud Workspace Support
Windows updates, patching, endpoint compliance, Windows Virtual Desktop, Cloud PC, and Citrix support.
VIP & Meeting Room Support
Executive user support, conferencing tools, Surface Hub, cameras, projectors, and enterprise AV environments.
Documentation & Reporting
ServiceNow knowledge base creation, KPI reporting, issue tracking, and service improvement support.
Technical Skills
Microsoft Ecosystem
Microsoft 365, Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Intune, and Azure Cloud PC.
Endpoint & Remote Support
Windows OS, macOS, Windows Virtual Desktop, Citrix, TeamViewer, Quick Assist, Remote Desktop, ScreenConnect, NinjaOne, and Addigy.
Service Platforms
ServiceNow, ConnectWise, Zendesk, Stonebranch, Control-M, Google Workspace, and enterprise ticketing workflows.
Access, VPN & User Support
Active Directory, VPN technologies including Cisco AnyConnect and GlobalProtect, plus day-to-day user support and issue resolution.
Recent Experience
Service Delivery Helpdesk Engineer
Charter IT Solutions, USA Remote · Jul 2025 to Apr 2026
Delivered Microsoft 365 support, endpoint health monitoring, documentation, VIP assistance, and collaboration-tool support for enterprise stakeholders across school programs.
Senior Service Desk Analyst
ALPHA DATA, United Arab Emirates · Nov 2022 to Jul 2025
Supported the Abu Dhabi Investment Authority environment with Exchange mailbox administration, shared mailboxes, distribution groups, meeting room systems, Surface Hub rollout support, reporting, onboarding, and ServiceNow knowledge management.
MSP & Service Desk Roles
Worked across PROV International, TATA Consultancy Services, and Allegis Global Solutions supporting financial, energy, and enterprise clients with remote support, software deployment, account administration, and issue resolution.
Earlier Technical Support
Built foundational support experience at Acquire Pacific and TPG through broadband troubleshooting, modem configuration, connectivity diagnostics, and coordination with field technicians for Australian ISP clients.
Certifications & Education
Certifications
Microsoft Azure Fundamentals (AZ-900), ITIL 4 Foundations, Microsoft 365 Administration Fundamentals, IT Service Desk: Customer Service Fundamentals, Windows 10 for IT Professionals, Troubleshooting Common PC Issues, and Microsoft 365 Copilot Essentials.
Education
Bachelor of Science in Business Administration, Management Information Systems, AMA University - Quezon City.
Recognition
Recognized with an Employee of the Month Award and known for maintaining strong customer satisfaction in fast-paced service environments.