Lizbeth Carolina Vargas Hernandez
Summary
Service Desk employee with 5 years of experience, as a helpdesk associate and then as a senior analyst team leader; having as a main objective deliver proper results to the customers.
Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Placing as a priority the guarantying the development of both the company and the employees.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Helpdesk Senior Analyst Team Lead
NTT DATA Services
03.2021 - Current
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Working with around 20 associates that provides technical support through email, chat and phone to +10,000 users per month.
- Delivering results to our customers such as SLA's in a weekly basis, action plans and ideas to improve our services.
- Also being in charge of the staffing, payroll and other incidences for the team, as well handling escalations, high incidences and major problems providing permanent solutions.
- Giving coaching and feedback to the team in order to work on their development.
Helpdek Senior Associate
NTT DATA Services
01.2019 - 03.2021
- Working as an agent that provides technical support through email, chat and phone to 30,000+ users per month, under the healthcare sector (Lifepoint Health, Brookdale Hospital and Baylor Scott and White healthcare).
- Assist on the construction of reports of SLA's and ticket quality presentation to the customer.
- Provide training support to the new agents remotely and face to face.
- Completed daily logs for management review.
Administrative Assistant
Vamsa Patria
04.2018 - 12.2018
- Created and maintained databases to track and record customer data.
- Responsible for administrative support in the warehouse, archiving documents, support in the accounting are and customer service.
- Created database to control inventories and streamline process within the department
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
Barista / Barista Trainer
Starbucks
04.2017 - 01.2018
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Followed exact recipes for mixing and preparing beverage and food items.
- Service, customer service and promotion.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
Education
Bachelor of International Trade -
Universidad Del Valle De Mexico
12.2018
Skills
- Issue Identification
- Multiple Priorities Management
- Root Cause Analysis
- Microsoft Office 365
- Citrix Storefront
- ServiceNow
- AutoCAD
- Azure Cloud
- Active Roles Server
Certification
- CENNI certification on English Language
- Microsoft Office 2012 Certification
- Certification for NTT DATA Certified Test Lead Program
- First AID and CPR course
Languages
English
Bilingual or Proficient (C2)
French
Beginner (A1)
Timeline
Helpdesk Senior Analyst Team Lead
NTT DATA Services
03.2021 - Current
Helpdek Senior Associate
NTT DATA Services
01.2019 - 03.2021
Administrative Assistant
Vamsa Patria
04.2018 - 12.2018
Barista / Barista Trainer
Starbucks
04.2017 - 01.2018
Bachelor of International Trade -
Universidad Del Valle De Mexico
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