Kristine Velugo

IT Support Engineer providing 1st and 2nd line service desk, helpdesk and desktop support at Oakley Capital, a multinational private equity firm. Experienced in ticket triage, incident resolution, hardware and software troubleshooting, device builds and deployment, and end-user support up to C-suite level, backed by hands-on administration of Active Directory, Microsoft Entra ID, Intune and Microsoft 365. CompTIA A+ certified, with a strong customer service background and a calm, clear communication style that holds up under pressure.

Junior IT Support Engineer at Oakley Capital Limited (2025-08 – Present)

Provide 1st and 2nd line service desk support across a multinational business, triaging, prioritising and resolving hardware, software, network and access tickets, and escalating complex incidents with clear handover notes.

• Administer user accounts, password resets and permissions in Active Directory and Microsoft Entra ID; manage and configure devices through Intune (MDM) and Apple Business Manager.
• Deliver desktop and remote support to end users at all levels, including C-suite, via TeamViewer, deskside visits and calls.
• Build, configure and deploy Windows 10/11 devices for multiple European offices, including arranging international shipping and transit paperwork, ensuring a smooth day-one experience for new starters.
• Own end-to-end asset management and device coordination for an international office, and lead the ongoing laptop refresh programme tracking 150+ devices across multiple sites.
• Delivered full asset audits for a major systems decommission and an office relocation, liaising directly with vendors and colleagues both on site and remotely.
• Administer and support core business systems including SharePoint, Mimecast, TeamViewer, Bitwarden, Cisco Umbrella and RICOH print management.
• Support IT procurement and licensing via Amazon Business and Softcat; maintain structured, multi-tab asset tracking workbooks used for stakeholder reporting.

Waitress / Manager on Duty at Rocca di Papa (2019-07 – Present)

Deliver high-volume, fast-paced customer service alongside my IT role, resolving guest issues promptly and handling billing, payments and till reconciliation accurately.

Waitress / Manager on Duty at Pizza Express (2018-08 – 2019-06)

Led front-of-house operations and staff, embedding best-practice processes to improve service standards.

Post Room Assistant at Sony Pictures (2018-08 – 2018-11)

Handled high volumes of mail and packages, including hazardous materials, following strict safety procedures.

Live Game Presenter at Euro Live Technologies (2013-11 – 2018-06)

Managed live game operations and customer engagement in a fast-paced, customer-facing environment.

Restaurant Manager at Can Can Pizza (2011-07 – 2013-06)

Managed daily restaurant operations, staff performance and customer experience.

Hospitality Service Specialist in Hospitality – Riga Tourism and Creative Industry Technical School (2009 – 2013)

Secondary Education – Riga 93 Secondary School (1999 – 2009)