Hannah lazaro

I am an IT service desk professional with progressive experience supporting users, managing incidents, and ensuring continuity of service in 24/7 operations.

Over the past several years I have worked as a Service Desk Senior Officer and Service Desk agent, handling incident tracking in JIRA, coordinating stakeholders, escalating to internal and third-party teams, and participating in bridge calls for high-priority issues.

I have hands-on experience performing initial checks on player transactions, replicating user issues across devices (including mobile and desktop) and using VPNs, and preparing accurate reports for management. I hold ITIL 4 certification and a Bachelor of Science in Information Technology.

I am organized, adaptable, customer-focused, and able to work independently or as part of a team to resolve technical problems and improve support processes.