AWS
Ana Esperanza Villalobos De La Torre
Graphic Designer / QA Lead IT Service Desk
Zacatecas
Summary
Experienced with leading QA teams to ensure team quality and reliability. Utilizes strong analytical skills to detect and resolve issues promptly. Track record of enhancing team performance through effective collaboration and continuous improvement.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
1
1
Certification
1
1
Language
Work History
QA Lead
TCS
11.2023 - Current
- Standardized bug reporting methods for better communication between QA and development teams.
- Mentored junior team members, fostering growth and enhancing team performance.
- Managed multiple projects simultaneously, ensuring timely delivery of high-quality products.
- Streamlined QA processes for improved efficiency, reducing project completion time.
- Increased team productivity by continuously reviewing existing workflows and recommending enhancements.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Evaluated quality problems and performed assessments to identify and resolve issues.
Shift Lead
TCS
02.2021 - 10.2023
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Trained and mentored new employees to maximize team performance.
- Helped store management meet standards of service and quality in daily operations.
- Kept employees operating productively and working on task to meet business and customer needs.
IT Help Desk Agent
Compucom Mexico
08.2017 - 01.2021
- Patiently walked individuals through basic troubleshooting tasks.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Monitored systems in operation and quickly troubleshot errors.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided basic end-user troubleshooting and desktop support.
- Configured hardware, devices and software to set up work stations for employees.
- Documented support interactions for future reference.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Assisted with updating technical support best practices for use by team.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Provided on-call support for critical issues related to [Software].
English Teacher
Colegio Austriaco Mexicano
08.2015 - 07.2017
- Prepared and implemented lesson plans covering required course topics.
- Administered assessments and standardized tests to evaluate student progress.
- Helped students develop important learning skills and good study habits useful in trade school or college education.
- Supported student skill development in alignment with personal and academic goals.
Education
Graphic Designer - Digital Arts
Universidad Autonoma De Durango Campus Zacatecas
Zacatecas 08.2005 - 01.2010
Skills
Analytical mindset
Client Service
Complaint resolution
Compliance monitoring
Continuous integration
Creative problem-solving
Critical Thinking
Customer satisfaction
Daily workflows
Documentation control
Operation Monitoring
Operational improvements
Performance monitoring
Problem-solving abilities
Quality metrics analysis
Quality processes
Safety processes and procedures
Scrum methodology
Strong verbal and written communication
Team Training
Technical Support
Software
Share Point
Service Now
Outlook
Windows
Linux
IOS
Remote Control
VNC
Team Viewer
SCCM
Remote Desktop
Microsoft 365
Certification
IELTS
Timeline
QA Lead
TCS
11.2023 - Current
Shift Lead
TCS
02.2021 - 10.2023
IT Help Desk Agent
Compucom Mexico
08.2017 - 01.2021
IELTS
06-2017
English Teacher
Colegio Austriaco Mexicano
08.2015 - 07.2017
Graphic Designer - Digital Arts
Universidad Autonoma De Durango Campus Zacatecas
08.2005 - 01.2010