Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Alvaro DeLeon

Farmersville,TX

Summary

Dynamic IT professional with extensive experience, excelling in technical support and troubleshooting. Proven ability to enhance team performance through effective training and knowledge base development. Skilled in ServiceNow and user account management, consistently optimizing processes to improve service delivery and client satisfaction.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Dealer Support Agent

LTI Mindtree
Addison, TX
05.2024 - Current
  • Delivered Level 1–2 technical support through ServiceNow to resolve user issues.
  • Updated knowledge base articles and created training documentation for new agents.
  • Assisted in onboarding and mentoring of new agents to enhance team performance.
  • Submitted performance reports to leadership for evaluation and strategic planning.

IT Service Desk Analyst

Arraya Solutions
Remote, TX
04.2022 - 02.2024
  • Led ticket triage efforts, improving response times for enterprise clients.
  • Supported enterprise clients with troubleshooting of hardware, software, and network issues.
  • Mentored new technicians while developing comprehensive training materials.
  • Expanded knowledge base resources to enhance resolution efficiency.

IT Help Desk Technician

NTT Data
Remote
10.2020 - 04.2022
  • Resolved software, network, and hardware issues using ServiceNow platform.
  • Developed process documentation to enhance operational workflows.
  • Provided support for Microsoft 365, Adobe DC Pro, and various enterprise applications.

IT Help Desk Technician

Diverse CTI
Oklahoma, OK
05.2018 - 08.2020
  • Delivered technical support and managed user accounts in Active Directory, G-Suite, and Microsoft 365.
  • Handled mobile device management using IBM Maas360 to ensure security compliance.
  • Trained junior staff on system operations and best practices for improved efficiency.

Education

High School Diploma -

TXVA
Lewisville, TX
01-2016

Skills

  • Technical support and troubleshooting
  • ServiceNow proficiency
  • Hardware and software diagnostics
  • Network administration
  • User account management
  • Service desk operations
  • Knowledge base creation
  • Technical training delivery
  • Remote support solutions
  • Active Directory management
  • Process optimization

Certification

  • ITIL 4 Foundation

References

References available upon request.

Timeline

Dealer Support Agent

LTI Mindtree
05.2024 - Current

IT Service Desk Analyst

Arraya Solutions
04.2022 - 02.2024

IT Help Desk Technician

NTT Data
10.2020 - 04.2022

IT Help Desk Technician

Diverse CTI
05.2018 - 08.2020

High School Diploma -

TXVA

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