Angelos Kyriacou

profile

Service desk team leader with over six years in managed IT services and seventeen years in hands-on technical roles. I'm responsible for the daily operation of a service desk supporting enterprise clients across banking, pharmaceuticals, financial services and market research — allocating work across a team of technicians, keeping the spare-parts supply chain ahead of demand, and administering the Microsoft 365, firewall and endpoint security estates those clients depend on. Equally comfortable at the escalation desk and on client site.

experience

Lasercharge LTD — Nicosia, Cyprus · Jan 2020 – present

Service Desk Team Leader (2025 – present)

• First-line support — manage the first-line call queue for the client base: take incoming support calls, triage and diagnose at first contact, resolve what can be closed remotely, and assign the remainder to the right technician.
• Team leadership — plan and allocate the daily workload across a team of 9–15 field and desk technicians, matching each job to the right engineer by technical expertise, client priority and current load.
• Technician enablement — hold regular one-to-ones to understand what each technician needs to complete their jobs — parts, access, documentation or escalation — and remove those blockers before they become SLA breaches.
• Parts warehouse & procurement — own the spare-parts warehouse end to end: stock control, demand forecasting and placing all parts orders, so client support commitments are never held up by availability.
• Returned asset management — manage the MFP fleet returned from customers and decide each unit's disposition: recycling, stripping for spare parts, release to the technical department as first-line replacement stock, or to sales as loan units.
• HP warranty management — manage warranty claims with HP from fault diagnosis and entitlement checks through to parts dispatch and claim closure.
• Microsoft 365 administration — administer customer M365 tenants: user and identity management, licensing, Exchange Online, and security and access policies.
• Network & endpoint security — administer WatchGuard Firebox firewalls and Panda endpoint protection across the customer base: policy configuration, monitoring, and incident remediation.
• Escalation point — act as the technical escalation for complex faults and as the interface between technicians, clients and vendors.
• Documentation — write the procedures the team works from, including the technician tablet reporting manual, the back-office manual for our workload management web application, and the documented HP warranty claim process.

Client engagements — on-site and remote support enterprise clients in banking, pharmaceuticals and financial services

E.X. Podilates LTD — Nicosia, Cyprus · Mar 2009 – 2025

Technician → Operations, Systems & Distribution

• Family-owned business importing, distributing and repairing bicycles in Cyprus. Started on the workshop side handling the engineering and repair work, and over sixteen years took on the commercial and systems side of the operation.
• Business systems — installed, configured and administered Dolibarr ERP/CRM as the platform the business ran its operations on, and managed the company website.
• Import & distribution — managed importing and distribution for the Cyprus market, and attended international trade expos to source new products and supplier ranges.
• Technical service — bicycle assembly, diagnostics and repair, and direct customer-facing sales and support.

skills

• service management First-line call handling and triage, workload allocation and dispatch, SLA-based support, escalation handling, vendor warranty claims (HP), spare-parts inventory control and procurement, returned-asset lifecycle and disposition, client communications.
• itsm platforms Jira, ServiceNow — ticket handling, queue management and workflow.
• cloud & identity Microsoft 365 administration — users and identity, licensing, Exchange Online, security and access policies.
• network & security WatchGuard Firebox firewall administration, Panda endpoint protection.
• systems & platforms Windows, macOS, Linux; VMware Fusion; VDI deployment and rollout; SAP Business One; Dolibarr ERP/CRM; Microsoft Office.
• hardware Printer and copier maintenance and repair, laptop and desktop hardware service, parts sourcing.
• development & data Python, SQL, C, Java; HTML, CSS, JavaScript, PHP; pandas, Tableau; Unix command line; Git; Vim.

certifications & training

• Microsoft 365 Certified: Fundamentals — Microsoft Dec 2023
• Microsoft 365 Administrator — 40-hour certified training programme, HRDA Cyprus Feb 2026
• Poly Video Specialist (VIDEO-SPC) May 2025
• Cisco CCENT — Cisco Certified Entry Networking Technician
• ECDL Certificate — Syllabus Version 4.0
• HP partner service and warranty training
• WatchGuard Firebox product training

Codecademy skill paths

• Data Scientist: Analytics — SQL, Python, pandas, statistics, data visualisation, Tableau Jun 2025
• Fundamentals of Cybersecurity Jun 2025
• Fundamentals of Cyber Resilience and Risk Management Jun 2025

education

University of Thessaly — Volos, Greece · Sep 2012 – 2019

Electrical and Computer Engineering

Lyceum St. George, Lakatamia — Nicosia, Cyprus · Sep 2007 – Jun 2010

High School Diploma

languages

• greekMother tongue
• englishUpper intermediate (B2)

Cypriot nationality. Driving licence category B. Phone number on request — drop me an email.