Iñigo Estrada

IT Analyst (Service Desk) with over 5 years of experience providing technical support to North American corporations. Expert in ServiceNow, Jira, Zendesk, Active Directory, Intune, Azure, and VPN (Cisco), with a proven track record of maintaining an outstanding AHT and achieving business objectives. Specialized in credential lifecycle management, complex incident resolution, and ticket workflow optimization to improve operational efficiency and user satisfaction.

Fluent in English (C1+) and native in Spanish.

Billing and Technical Support at Teleperformance (2019-10 – 2021-05)

During my tenure at Teleperformance, I focused on providing agile support and delivering effective solutions to users. I optimized response times, achieving the best Average Handling Time (AHT) on my team through the efficient use of support systems. Furthermore, I minimized repeat contacts by ensuring First Contact Resolution (FCR), complementing my service by providing clients with relevant documentation and technical articles to proactively address their inquiries.

Property Management at Wipro Technologies (2022-07 – 2023-05)

I managed a property portfolio across the western and central United States, where I focused on improving collection processes to effectively recover past-due payments. I also provided support regarding lease agreements, legal inquiries, and maintenance coordination. My priority was to maintain close, trusting communication with tenants to ensure their satisfaction and increase retention, collaborating closely with other departments to streamline day-to-day administrative operations.

Sr.

Service

Desk at HCL Technologies (2023-10 – Present)

I currently work as a remote technical support specialist at HCLTech for an account with a Dallas, Texas-based electric company. My day-to-day responsibilities involve resolving technical issues for users, ranging from device troubleshooting to access and credential management in Azure and ServiceNow. I am responsible for monitoring and managing the ticket flow through a real-time incident dashboard, ensuring that each problem is either resolved remotely or properly routed to the appropriate specialized team, always with the goal of maintaining operational continuity and reducing response times.

High School Diploma in General Studies – Instituto de Ciencias (2019-08 – 2022-05)

Business English Course in English Language – Central School of English (2023-05 – 2023-09)

Bachelor's Degree in Information Technology – Universidad de Guadalajara (2026-01 – 2030-07)