HILA NAIMA CRUZ GONZALEZ
Alajuela
Summary
Computer Systems Engineering Senior experienced in Technical Support and Service Desk Operations. Enhanced customer satisfaction through effective problem-solving and clear communication, fostering loyalty and retention. Managed incident investigation and root cause analysis while collaborating with IT teams to ensure SLA compliance and support enterprise systems.
Overview
1
1
Language
8
8
years of professional experience
Work History
ADC Customer Support Agent
DHL
12.2025 - Current
- Deliver Tier 1/2 technical and operational support across internal logistics software applications to minimize service downtime.
- Perform root cause analysis on application errors, operational disruptions, and escalation tickets while strictly meeting SLA target metrics.
- Document detailed diagnostic steps, troubleshooting workflows, ticket logs, and internal knowledge base articles in Jira/Service Desk tools.
- Partner with software engineering teams to report recurring application bugs, log system defects, and verify technical fixes.
Quality Control Analyst / Tech Ops Rep
Cognizant Technology Solutions
02.2023 - 10.2025
- Conducted system quality audits to identify application defects, data inconsistencies, and operational workflow bottlenecks.
- Leveraged SQL queries and data analysis techniques to track systemic defect patterns and generate operational performance reports.
- Collaborated with cross-functional IT teams to troubleshoot software utilization issues and drive process improvements.
- Maintained accurate technical documentation, audit logs, and standard operating procedures (SOPs) for high-volume enterprise systems.
Technical & Fraud Support Representative
Qualfon
03.2020 - 09.2022
- Provided Tier 1 technical support for online banking applications, digital web portals, transaction processing systems, and security protocols.
- Utilized enterprise CRM and monitoring tools to investigate security incidents, audit transaction logs, and resolve user access issues.
- Guided non-technical end-users through step-by-step troubleshooting of digital platforms and account authentication issues.
Fraud Specialist
Foundever
11.2018 - 09.2019
- Analyzed transaction data to identify and investigate potential fraud patterns.
- Collaborated with cross-functional teams to develop fraud prevention strategies.
- Conducted thorough investigations, documenting findings and recommending actions.
- Trained junior staff on fraud detection techniques and compliance protocols.
Education
Bachelor of Science - Computer Systems Engineering
Universidad Fidélitas
Heredia01-2027
Skills
- Support & Operations: Technical Troubleshooting, Root cause analysis, Incident Management, SLA Adherence, Ticket Lifecycle, ITIL Fundamentals, Quality Control, User Access & Provisioning
- Tools & Infrastructure: Linux (Ubuntu/CentOS), ServiceNow, Jira, Confluence, CRM Systems, Windows OS Support, Cisco CCNA
- Data & Cloud: SQL (Querying & Extraction), Python (Pandas), Database Fundamentals, Azure fundamentals, Excel
- Basic Coding Concepts
- Languages: Spanish (Native) English (C2 — Advanced / Fluent)
- Customer service
- Data governance
- Customer success
- Software support
- Collaboration
- Remote support
- Issue resolution
Languages
Languages: Spanish (Native) | English (C2 — Advanced / Fluent)
Timeline
ADC Customer Support Agent
DHL
12.2025 - Current
Quality Control Analyst / Tech Ops Rep
Cognizant Technology Solutions
02.2023 - 10.2025
Technical & Fraud Support Representative
Qualfon
03.2020 - 09.2022
Fraud Specialist
Foundever
11.2018 - 09.2019
Bachelor of Science - Computer Systems Engineering
Universidad Fidélitas