Yutzil Blee Zavala
CDMX
Summary
- Service Desk agent with knowledge in ticketing tools (Service-now), Active Directory and Citrix environment.
- Excellent customer service
- Experience in detecting possible major incidents and handling them
- Leader material
- Great at engaging with different support teams
- 8 years of experience
- Availability to travel
Overview
10
10
years of professional experience
Work History
Service Desk Analyst
HCL Technologies
01.2025 - 06.2025
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
IT Service Desk Analyst
Gategroup
07.2023 - 08.2024
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Configured hardware, devices, and software to set up work stations for employees.
- Helped streamline repair processes and update procedures for support action consistency.
- Created user accounts and assigned permissions.
Service Desk Analyst
Compucom
06.2018 - 03.2023
- Service desk analyst L1
- In charge of understanding the issues and defining the root cause of complex issues by proactively asking questions. To ensure the best possible outcome to resolve and fix customer’s issues through the phone, at the same time making sure to provide the best customer experience while call handling.
- Account admin in charge of activating unlocking and reseting acount password and accounts and other platforms like Citrix, VMWare as well as making sure security groups were compliant in user´s accounts
- Santander US (2018-2020)
- Travel and Leisure (2019-2022)
Customer Service Representative
T-Mobile
12.2017 - 07.2018
- Provided assistance to Mobile end users by using soft skills and engaging with them to explain Telephony billsv and coming up with a resolution on both ends
Service Desk Analyst
Telvista
01.2015 - 01.2018
- Service desk analyst L1
- As part of the Senior analyst team I assisted in the creation of new troubleshooting documentation and Knowledge Base Articles.
- Provided continous improved training on new process learning and documentation update.
- Service desk analyst L 1.5
- Assigned to Installations and software procurment team to provide further assistance with possible issue during nd after instalations.
- Dedicated analyst to analyze and confirm Mjor incident issue on calls and emails, contact On cal engineers to resolve and create war room to resolve time critical issues that impact revenue on client ops
Customer Service Representative
Aeromexico
12.2015 - 09.2017
- Assisted passengers through voluntary and involuntary changes on their flights
- Adding additional services on reservations such as informing they were traveling with infants or bags purchase
- Assured all the restrictions
- Confirmed all the information such as name, dates and destinations were accurate on each reservation
Education
High School Diploma -
Liceo Europeo
Skills
- Software patching
- Customer service training
- Performance assessment
- Account management
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Serbian
Beginner (A1)
Timeline
Service Desk Analyst
HCL Technologies
01.2025 - 06.2025
IT Service Desk Analyst
Gategroup
07.2023 - 08.2024
Service Desk Analyst
Compucom
06.2018 - 03.2023
Customer Service Representative
T-Mobile
12.2017 - 07.2018
Customer Service Representative
Aeromexico
12.2015 - 09.2017
Service Desk Analyst
Telvista
01.2015 - 01.2018
High School Diploma -
Liceo Europeo
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