Ilse Aguilar Lopez
El Mirage
Summary
Experienced Help Desk Technician at Cognizant Technology Solutions, adept in incident management and remote troubleshooting. Proven ability to enhance customer satisfaction through effective communication and swift resolution, improving ticket closure rates by 20%. Skilled in ServiceNow and call tracking, with strong interpersonal skills to support diverse user needs efficiently.
Overview
12
12
years of professional experience
Work History
Help Desk Technician
Cognizant Technology Solutions
Phoenix
12.2019 - Current
- Delivered first-level resolution for technical issues via phone, chat, and email support.
- Utilized troubleshooting knowledge of store equipment to assist users effectively.
- Created categorized and prioritized support tickets to enhance issue tracking efficiency.
- Resolved incidents promptly and coordinated recovery processes to minimize downtime.
- Followed up on incidents through outbound calls to ensure timely communication with end users.
- Closed tickets while following up on aging or open cases to ensure customer satisfaction.
- Escalated complex tickets to appropriate support groups to facilitate resolution.
- Collaborated with team leads to resolve service outages and enhance performance metrics.
Social Media Content Moderator
Cognizant Technology Solutions
Phoenix
04.2018 - 12.2019
- Maintained up-to-date knowledge of social media network standards to ensure compliance.
- Demonstrated commitment to community welfare by advocating for responsible practices aligned with leading social media standards.
- Made balanced decisions to effectively represent and support community interests.
- Gathered and analyzed information to identify actionable insights for enhancing overall user experience on the site.
- Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community.
- Analyzed trends and styles to mitigate challenges that fell outside company policy.
- Verbal and written conversation capabilities and most importantly empathy for robust interpersonal abilities.
- Become aware of inefficiencies in workflow and propose solutions.
Marketplace Specialist
General Dynamics Information Technology
Phoenix
10.2015 - 03.2018
- Enrolled customers in healthcare plans, guiding them to select options that best fit their needs.
- Analyzed system requirements and developed strategies for process improvement.
- Coordinated project initiatives across multiple departments to enhance collaboration.
- Facilitated training sessions for new staff on operational protocols and tools.
Customer Service Representative
Gatestone & Co. Inc
Phoenix
10.2013 - 02.2015
- Assisted customers with inquiries and issues at service desk, providing timely solutions to enhance overall customer experience.
- Resolved customer inquiries through multiple communication channels.
- Assisted customers with product knowledge and recommendations.
- Processed transactions efficiently using CRM software.
- Resolved American Express card issues by unlocking accounts and addressing fraudulent charge disputes, ensuring customer satisfaction.
Education
High school diploma -
Greenway High School
Phoenix, AZ05-2011
Skills
- User Support
- Technical support
- Incident Management
- Application support
- Cloud Support
- Remote Troubleshooting
- Software troubleshooting
- Troubleshooting diagnosis
- Help desk tools
- Ticket management
- Call tracking
- ServiceNow
- Data Entry
- System Administration
- Active Directory
- Microsoft Office
- Microsoft Outlook
- Operating systems
- Software updates
- Software installation
- Log Analysis
- Hardware Support
- Customer service
- Call tracking
Languages
Spanish, Fluent
Timeline
Help Desk Technician
Cognizant Technology Solutions
12.2019 - Current
Social Media Content Moderator
Cognizant Technology Solutions
04.2018 - 12.2019
Marketplace Specialist
General Dynamics Information Technology
10.2015 - 03.2018
Customer Service Representative
Gatestone & Co. Inc
10.2013 - 02.2015
High school diploma -
Greenway High School