Jorge Ariza

IT Support and Help Desk specialist (Level 1 & 2) with experience in multinational environments such as Axity, Concentrix, and Unisys, providing technical support to corporate and international users. Skilled in case management, incident reduction, and SLA compliance, with intermediate-advanced English proficiency and a strong focus on customer satisfaction (CSAT) in high-demand environments.

Service Desk Analyst, Level 1 at Unisys (2026-01 – 2026-03)

• Diagnosed and resolved software and hardware incidents for corporate users worldwide, meeting established SLAs.
• Guided users step-by-step through remote desktop tools to resolve connectivity issues in real time.
• Maintained high customer satisfaction (CSAT) scores through active listening and empathetic solutions in high-demand environments.

IT Support Analyst, Help Desk Level 1-2 at Concentrix (2023-05 – 2025-10)

• Acted as an escalation point (Level 2), leading the resolution of complex technical incidents through root-cause analysis.
• Advised international users on the implementation of new IT tools and software updates.
• Collaborated in English with other departments to investigate advanced incidents and ensure high-quality resolutions.

Systems Analyst – Customer Service at Axity (2022-02 – 2023-05)

• Monitored and resolved Level 1 and 2 support cases within the corporate information system.
• Provided specialized support to VIP users via phone, email, and chat, achieving high satisfaction rates.
• Authored technical manuals and tutorials that streamlined onboarding for new hires.

Technologist in Systems Analysis and Development – SENA (2021 – 2023)

Technician in Software and Hardware Development – SENA (2018 – 2019)