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Alex Gabriel

@alexgabriel

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Results-driven business analyst and IT service desk specialist focused on operational excellence.

United Kingdom

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What I'm looking for

I seek roles where I can combine business analysis and IT support to improve operations, contribute to data-driven decisions, and grow into advanced IT or analytics responsibilities.

I am a results-driven Business Analyst and IT Service Desk specialist with over two years of experience in data analysis, process optimization, and Level 1 technical support. I manage high-volume support environments, maintain knowledge bases and SOPs, and consistently deliver strong SLA compliance and first-contact resolution rates.

My freelance business analysis work has supported startups and SMEs with financial models, competitive research, and growth recommendations, while my service desk roles at Fiverr and Toptal demonstrate proven incident management, reporting, and audit support capabilities. I am pursuing a BS in Business Administration and actively advancing IT certifications to further strengthen my technical and operational impact.

Experience

Work history, roles, and key accomplishments

Current

IT Service Desk Analyst

Current

Fiverr

Jan 2023 - Present (2 years 9 months)

Manage 200+ daily support tickets, achieving 98% SLA compliance and 95% first-contact resolution while reducing average resolution time by 22% and maintaining a 150+ article knowledge base.

ServiceNow Jira Service Desk Ticketing Systems SLA Management Incident Management Active Directory Remote Support

Current

Freelance IT Support Consultant

Current

Independent IT Support Provider

Mar 2022 - Present (3 years 7 months)

Delivered 18+ business analysis and IT support projects with a 4.9/5.0 rating, building financial models and conducting market research that supported 20%+ revenue improvements for clients.

Business Analysis Financial Modeling Excel Market Research Project Management Remote Support

IT Service Desk Support

Toptal

Jul 2021 - Dec 2022 (1 year 5 months)

Resolved 300+ technical support tickets for enterprise clients, participated in incident post-mortems to drive process improvements and contributed to knowledge management enhancements with consistent high performance ratings.

Ticket Resolution Knowledge Management Customer Service ServiceNow

Education

Degrees, certifications, and relevant coursework

University of the People

Bachelor of Science, Business Administration & Management

2023 -

Grade: 3.47/4.0

Activities and societies: Dean's List recognition; completed 36 credits while working in IT service desk roles.

Pursuing a Bachelor of Science in Business Administration and Management with 36 credits completed and a current GPA of 3.47/4.0; coursework includes finance, accounting, economics, and statistics.