Lorenzo Laurel Reyes

I have a versatile work experience in the field of IT Helpdesk, customer service, public service, business analysis, and in FinTech (AML-related). I cannot promise to be perfect but I can assure you complete delivery of expected service with the best quality.

IT-Support & Back-Office at Sutherland Global Services (2015-06 – 2017-07)

• Frontline IT helpdesk support for both store and office associates (network troubleshooting [cisco's switch, router and access points] and retail software [JDA])
• Responsible for active directory management for corporate associates
• Troubleshooting through remote login using symantec and cisco anyconnect VPN
• Assist End-User Service IT purchase and request
• Responsible for IT ticketing management, ensuring that required service level agreement requirement and KPI metrics were met
• In-charge of monitoring citrix virtual desktop and amazon workspace performance quality and smooth connectivity
• Special Assistant to corporate email management and chat-support for additional IT-related and customer requests/issues

Audit Associate (Contract) at J Poon and Sons Corporation (2017-08 – 2017-08)

• Conduct a 3-day audit in the company's quality management system, food safety operations, and good manufacturing practices

Business Analyst at Department of Trade and Industry (2017-08 – 2024-12)

• Responsible for profiling of clients, verification of personal documents, processing of business name registrations
• Responsible for partners and stakeholders coordination and development monitoring
• Assist in conducting client investigation and portfolio validation for loan assessment
• Responsible for conduct of training activities to micro-entrepreneurs
• Responsible for maintaining, securing fixing unexpected errors and updating clients management database using Python and MySQL
• Facilitate conduct of local trade fair events
• Act as a manager for local businesses' social media accounts
• Responsible for preparation of monthly operations management reports using Microsoft Office Suite (and O365 tools)

Full-Stack Developer & Automation Specialist at Freelance (Present)

• Participation in projects and side hustles that includes website development, funnels creation, CRM- and SaaS-related activities and other automation requests that involves the use of tools such as: GoHighLevel, n8n, and Zapier among others

Risk Operations Analyst (Contract) at BYBIT (2025-02 – Present)

• Assist in global fraud operations across credit cards, fiat transactions [deposit and withdrawals], P2P, and AML transactions (remote work done via Alibaba Cloud Workspace)
• Assist in fraud investigators, daily operations, quality, performance, and continuous Improvement
• Assist and act as backup personnel for KYC/KYB, PEP and adverse media checking
• Act as a backup personnel for documents validation using SumSub, OnFido, LSEG WorldCheck and other related request by partner institutions, to ensure operational feasibility, regulatory compliance alignment, and efficient risk mitigation
• Contribute and provide insight in the design and implementation of risk management policies, fraud-related frameworks, and internal fraud rules aligned with regulations
• Assist in maintaining low fraud exposure aligned with crypto-industry and balancing robust controls with smooth customer experience
• Act as back-up personnel for chargeback operations handling
• Assist in ensuring to maintain the required service level agreement of credit card, fiat deposit, fiat withdrawal and bind-card cases
• Assist in continuous monitoring using LexisNexis, with ElasticSearch dashboards for KPI tracking and risk monitoring
• Assist in managing account suspensions, escalations, and AML/EDD investigations across all payment channels
• Active engagement with Product team, Compliance & Legal, and Customer Support to refine SOPs, workflows, and system-driven controls

Bachelor of Science in Business and Administration major in Financial Accounting – University of Nueva Caceres (2011-06 – 2015-03)