Erik Daniel Garza Navarro

IT Support Specialist with 4+ years of experience delivering level 1 technical support in high-volume service desk environments. Proven expertise in troubleshooting hardware, software, and network-related issues for users across the US and Canada. Strong background in Active Directory, ServiceNow, and ITSM processes, with a focus on efficient incident resolution and excellent customer experience.

Technical Support Associate at NTT DATA | NYU Langone Health (2025-01 – 2026-01)

• Delivered Level 1 technical support for healthcare patient portal applications via phone, chat and email.
• Diagnosed and resolved issues related to user access, application errors and workflows.
• Escalated complex incidents to Tier 2 teams following ITSM processes, ensuring accurate documentation and follow-up.
• Maintained performance in a high-volume call center environment, handling multiple tickets per shift while meeting SLA targets.
• Provided clear and effective communication of technical solutions to non-technical users.

Service Desk Technician 1 at CompuCom | Aramark / Vestis Campaign (2024-02 – 2024-12)

• Managed Active Directory requests including account creation, password resets and access modifications.
• Installed and configured network printers.
• Delivered L1 NOC support, monitoring incidents and escalating when necessary.
• Ensured proper ticket documentation, tracking and resolution using ITSM tools.

Associate Customer Support at Tech Mahindra (2023-10 – 2024-01)

• Provided customer support within the life insurance sector.
• Assisted users with policy inquiries, payments and claims processes.
• Maintained accurate records and ensured compliance with internal procedures and guidelines.
• Delivered professional communication and problem resolution in a fast-paced environment.

Service Desk Technician I at CompuCom | GameStop / Oldcastle APG Campaign (2021-09 – 2023-06)

• Supported VPN connectivity using Cisco AnyConnect.
• Provided remote technical support for POS systems across retail locations in the US and Canada.
• Delivered L1 NOC support and escalated issues as required.
• Coordinated ordering and tracking of IT equipment and accessories.
• Provided troubleshooting for network printers.
• Performed Active Directory tasks including password resets and account management.
• Managed ticket lifecycle including creation, tracking and follow-up.
• Handled software installation and access requests.

Associate Degree in Human Resources Management – Colegio de Bachilleres