IT Support & Service Desk
Incident triage, clear ticket notes, user guidance and structured escalation.
Berlin · Available immediately
Isaac Lovelace
Yanney
IT Support · Service Desk · Technical Operations
I am a Berlin-based IT support candidate with practical training in service-desk operations, Windows 10/11, Microsoft 365, ServiceNow documentation and PowerShell. More than five years at Lebenshilfe Berlin strengthened my calm communication, careful documentation and ability to turn unclear problems into practical next steps.
- Languages
- English native · German B2
- Work authorisation
- Germany · No sponsorship required
- Work model
- Onsite · Hybrid · Remote
01 / Profile
Technical curiosity,
service discipline.
My route into IT support builds on two sides of my background. In professional service roles, I learned to stay calm, coordinate priorities, document sensitive matters and explain difficult information clearly. Through guided IT practice, technical labs and independent projects, I developed a structured approach to Windows support, incident documentation, networking, endpoint workflows and deployment tasks.
I am looking for an IT support, service desk or technical operations role where reliability and user communication matter as much as technical knowledge. My physics and computing degree, Google IT Support certificate and AI Engineering and Computer Vision training add analytical depth; the focus remains practical workplace support.
Workplace IT & Rollouts
Hardware preparation, Windows imaging, handover and peripheral checks.
Junior Systems & Operations
Identity, endpoint, server and automation labs with controlled change plans.
Technical Projects
Documented PowerShell, infrastructure and computer-vision work.
02 / Capabilities
Practical skills, clearly classified.
Workplace support
Incident triage · ServiceNow documentation · Windows 10/11 · Microsoft 365 · Onboarding and offboarding · Peripheral support
Troubleshooting & networking
Hardware/software isolation · TCP/IP · DNS/DHCP · Wi-Fi/VPN · Gateway and TCP-path checks · AV signal paths
Rollouts & operations
Hardware preparation · Windows imaging · Secure data wiping · Connectivity checks · Documented handover
Systems & automation
PowerShell · Linux · Teams · Zoom · Entra ID and Intune labs · AD DS, DNS and GPO labs · Python · Docker · Git
Documentation & communication
Ticket notes · Incident records · Runbooks · Checklists · Sensitive documentation · Calm user communication · Escalation context
03 / Experience
Formal professional experience
Formal employment
Educational Support Assistant
Lebenshilfe Berlin · Berlin
Supported clients and colleagues in a demanding service environment, coordinated daily priorities within a multidisciplinary team and maintained accurate digital records for sensitive matters.
Federal voluntary service
Federal Voluntary Service, Residential Facility
Lebenshilfe Berlin · Berlin
Supported reliable daily operations and coordinated sensitive tasks closely with qualified professionals.
Professional reference
Programs Coordinator
Impact Health and Disability International (iHAND) · Ghana
Supported administration, programmes, fundraising and community outreach; produced organised reports and coordinated activities with limited supervision.
Voluntary-service support
Field Officer
Agricultural and Rural Development Association (ARA) · Ghana
Supported Greater Accra and Central region activities connected with Weltwärts and medium-term voluntary-service programmes, including collaboration with iHAND.
National service
Ghana National Service
University of Ghana, College of Health Sciences · Ghana
Completed mandatory National Service in an administrative and operational environment.
04 / Technical work
Selected projects and practice
Each item is labelled by evidence type and linked to public source, tests and validation where available. Claims remain deliberately limited to what the published evidence supports.
Independent project01
IT Support Operations Toolkit
Read-only Windows diagnostics covering workstation health, gateways, DNS and TCP paths, with JSON output and structured incident and onboarding documentation.
- Focus
- Repeatable diagnosis
- Output
- Runbooks · JSON · validation
Evidence verified: public source, synthetic outputs and automated validation.
Review repositoryTechnical lab02
Microsoft Identity, Endpoint & Server Administration
Documented joiner-mover-leaver, MFA, endpoint compliance, organisational unit, group, DNS and Group Policy workflows using synthetic test data.
- Focus
- Controlled administration
- Stack
- Entra ID · Intune · AD DS · PowerShell
Evidence verified: public lab source, behavioural tests, synthetic data and automated validation. No live-tenant or production deployment claimed.
Practice framework03
Workplace Collaboration & Meeting-Room Support
A structured method for isolating room faults across power, cabling, source and display, audio, cameras, USB and docking, connectivity and platform status.
- Focus
- Fast fault isolation
- Coverage
- Teams · Zoom · AV · escalation
Evidence verified: public practice framework, synthetic inventory, runbooks, tests and automated validation. No production room-fleet claim.
Review repositoryIndependent project04
Confidence-Aware Visual Inspection
A six-class PyTorch CNN trained and evaluated on procedurally generated textures, paired with a containerised confidence-aware API, health checks and reproducible validation.
- Focus
- Reproducible inference
- Stack
- PyTorch · FastAPI · Docker
Evidence verified: public PyTorch training pipeline, held-out synthetic evaluation, confidence-policy tests, checkpoint artifact and successful automated validation. No real-image or production-use claim.
Review repository05 / Education
Education and verified training
Google IT Support Professional Certificate
Google · Coursera
Verify credentialAI Engineering and Computer Vision
IU Akademie · Further education
Machine learning, deep learning, software engineering, image processing and computer vision. Certificate available on request.B.Sc. Physics (Computing)
KNUST · Ghana
Second Class Honours. Certificate available on request.ZAB Zeugnisbewertung
German bachelor-level university equivalence
Comparative degree evaluation—not formal professional recognition. Document available on request.06 / Kurzprofil Deutsch
IT-Support mit Ruhe,
Struktur und Servicefokus.
Ich orientiere mich beruflich in Richtung IT-Support, Service Desk und Technical Operations. Durch angeleitete praktische Übungen, technische Labs und eigene Projekte habe ich Kenntnisse in Windows-Support, Microsoft 365, Fehleranalyse, Ticketdokumentation, Netzwerken und Rollout-Abläufen aufgebaut.
Aus meiner langjährigen Tätigkeit bei Lebenshilfe Berlin bringe ich ruhige Kommunikation, Verantwortungsbewusstsein, sorgfältige Dokumentation und Erfahrung im Umgang mit sensiblen Situationen mit. Ich suche eine Einstiegsposition in Berlin oder eine passende hybride beziehungsweise remote Tätigkeit.
07 / Downloads
Recruiter-ready documents
- 01Review profileRole fit, experience and credentials
- 02Download CVTwo-page application profile
- 03Inspect projectsPublic source and validation
- 04Contact IsaacEvidence available on request
Start here · 2 pagesPremium Public CVCurrent recruiter-ready profile without a public phone numberTechnical Appendix4 pages · Project methods and verified evidence boundariesLebenslauf Deutsch2 pages · Premium German application CV
Recruiting for a suitable role? References, certificates and degree evaluations are available on request. Request documents or arrange an interview