Joao Pedro Damasio
@joaopedrodamasio
IT support engineer specializing in Microsoft Entra ID, Windows support, and SLA-driven service desks.
SpainWhat I'm looking for
I’m an IT Support professional with 4+ years providing technical assistance to end users in fast-paced corporate environments. I’m used to working to SLA and KPI targets in high-volume service desks, balancing speed with accuracy and clear communication.
In my current role as a Microsoft Support Engineer, I resolve Microsoft Entra ID incidents across authentication, MFA, conditional access, permissions, and identity sync. I troubleshoot identity issues using log analysis, telemetry, admin tools, and Microsoft Graph, and I support admins with access policies, user lifecycle, roles, and permissions.
Previously, I supported Windows and applications in enterprise EMEA environments, performing Active Directory account verification, password resets, and access validation. I also worked on Windows/macOS installation and troubleshooting, onboarding setup, and complex escalations—bringing an ITIL 4 foundation and a strong focus on documentation and incident ownership.
Experience
Work history, roles, and key accomplishments
Resolved Microsoft Entra ID incidents including authentication, MFA, conditional access, permissions, and identity sync. Troubleshot identity issues using logs/telemetry and Microsoft Graph, and supported admins with access policies, MFA, user lifecycle, roles, and permissions.
IT Client Specialist
Randstad
Jun 2025 - Dec 2025 (6 months)
Provided daily IT support for hardware, software, and connectivity via remote and on-site assistance. Managed 800+ incidents and supported new-hire onboarding setup, escalating complex cases to internal IT.
Supported Windows and applications in a high-volume EMEA service desk. Performed Active Directory tasks such as account verification, password resets, and access validation, and handled software, account access, and system service requests.
IT Customer Service Representative
Randstad
Sep 2022 - Mar 2024 (1 year 6 months)
Supported Windows and macOS desktop/laptop installation, configuration, and troubleshooting. Handled account access recovery, mobile app support, and fraud-detection issues while maintaining targets for high ticket volume.
Education
Degrees, certifications, and relevant coursework
Escola Secundária Francisco de Holanda
High School Diploma
Earned a High School Diploma at Escola Secundária Francisco de Holanda in Guimarães, Portugal.
Tech stack
Software and tools used professionally
Availability
Location
SpainAuthorized to work in
Job categories
Skills
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