HILA NAIMA CRUZ GONZALEZ
DHL
Alajuela
1
Language
6
years of professional experience
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.
Work History
ADC Customer Support Agent
9 Months- 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
2 Years 7 Months- 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
2 Years- 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.
Education
Bachelor of Science - Computer Systems Engineering
Relevant Coursework: Systems Analysis & Design, Database Systems, Computer Networks (CCNA 1 & 2), Software Development, Operating Systems, Cloud Computing.
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 - CurrentRead More
Quality Control Analyst / Tech Ops Rep
Cognizant Technology Solutions
02.2023 - 09.2025Read More
Technical & Fraud Support Representative
Qualfon
03.2021 - 03.2023Read More
Universidad Fidélitas
Bachelor of Science from Computer Systems Engineering
Read More