Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
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Ana Luisa Gaytan Estrella

Ana Luisa Gaytan Estrella

Systems Engineer
Ciudad Obregón, Sonora

Summary

Dynamic and empathetic IT Service Desk Agent with a strong background in customer support and technical troubleshooting. Known for maintaining a positive attitude under pressure, embracing teamwork, and continuously striving for personal and professional growth. Skilled in remote support tools, efficient problem-solving, and committed to learning from mistakes to deliver excellent service and results.


Overview

4
4
years of professional experience

Work History

IT Service Desk Agent

Emerging Global Services
07.2024 - Current
  • Experienced with tools such as ConnectWise, LogicMonitor, ITSupport247, ITGlue, and ScreenConnect for efficient IT support and systems monitoring.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Addressed user customer service concerns and decided when to escalate problems to Tier 2 team members.
  • Increased efficiency by utilizing remote support tools to troubleshoot user issues effectively.
  • Improved team collaboration, actively participating in some shadowing for new hires.
  • Resolved common user concerns by utilizing preset issue resolution scripts.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Managed critical incidents, coordinating with various teams to ensure timely resolution and minimal business impact.

Player Support Agent

Agile Thought
04.2023 - 02.2024
  • Delivered high-quality technical and account support to Riot Games players, assisting with ban appeals, account issues, and in-game concerns.
  • Diagnosed game performance issues by analyzing players' hardware and software specifications, and provided tailored troubleshooting steps.
  • Investigated in-game incidents and account activity to make informed decisions in alignment with company policies.
  • Managed Tier 1 and Tier 2 support tickets using Zendesk, ensuring timely, accurate, and empathetic responses.
  • Utilized tools such as Slack, Zendesk and internal Riot platforms to collaborate with cross-functional teams and escalate complex cases when needed.
  • Conducted account reviews and evaluations based on player requests, ensuring fair and consistent enforcement of rules.
  • Operated under strict customer satisfaction metrics (CSAT), consistently meeting or exceeding performance targets.

AT&T Support Customer

Webhelp
01.2021 - 12.2021
  • Provided front-line customer service for AT&T clients, assisting with billing inquiries, account management, and service-related questions.
  • Acted as a Troubleshooting Assistant, guiding customers through technical issues with mobile devices, internet connectivity, and account setup.
  • Identified customer needs and offered personalized solutions, including membership plans and service upgrades when appropriate.
  • Delivered clear, empathetic communication while resolving concerns, ensuring high levels of customer satisfaction.
  • Consistently met performance metrics related to customer satisfaction (CSAT), call handling time, and service quality.
  • Collaborated with internal departments to resolve escalated cases and ensure accurate service delivery.

Education

Bachelor of Science - Computer Systems Engineering

Instituto Tecnológico Superior De Cajeme (ITESCA)
Ciudad Obregón
05.2001 -

Skills

Empathy and patience

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

IT Service Desk Agent

Emerging Global Services
07.2024 - Current

Player Support Agent

Agile Thought
04.2023 - 02.2024

AT&T Support Customer

Webhelp
01.2021 - 12.2021

Bachelor of Science - Computer Systems Engineering

Instituto Tecnológico Superior De Cajeme (ITESCA)
05.2001 -

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Ana Luisa Gaytan EstrellaSystems Engineer