VDVeronica Dix
@veronicadix
Service Desk Analyst and IT Support professional who turns tickets into measurable operational improvements.
ColombiaWhat I'm looking for
IT Support and Business Intelligence professional with 5+ years of experience supporting enterprise environments, global users, and data-driven operations. Specialized in ServiceNow ticket management, incident triage, enterprise application support, and SLA monitoring, combined with data analysis using Power BI, SQL, and Python to improve support performance and operational visibility. Experienced in high-volume ticket environments, KPI reporting, process automation, and cross-functional collaboration, helping organizations identify trends, reduce incident resolution time, and improve service efficiency. Seeking a remote role in Service Desk, IT Support, Support Operations, Business Analysis, or Data Analytics where technical support and data insights can drive operational improvement
Experience
Work history, roles, and key accomplishments
Data Analyst & BI
Contraloría de Bogotá
Aug 2022 - Dec 2025 (3 years 4 months)
Developed and optimized Power BI dashboards integrating SQL and Python to monitor IT operations, audit indicators, and organizational KPIs. Automated reporting workflows and data consolidation, reducing reporting effort by ~40%, and created KPI frameworks to support management decision-making.
Data Analyst (Freelance)
Contraloría General de la República
May 2023 - Dec 2023 (7 months)
Analyzed large-scale financial and operational datasets to support government oversight and recovery programs, improving transparency through Power BI dashboards and analytical reports. Identified anomalies and operational risks and standardized audit reporting methodologies, reducing data analysis and reporting time by 30%.
Service Desk & Reporting
OverIT
Jul 2022 - Jul 2023 (1 year)
Provided bilingual technical support to global enterprise users via ServiceNow in a high-volume ticket environment, managing incident intake, triage, classification, prioritization, and escalation under ITIL practices. Monitored SLA compliance and resolution metrics with Power BI dashboards, reducing ticket resolution time by 20%, and created knowledge base content to improve self-service and inte
Business Intelligence Analyst
Departamento de Prosperidad Social
Oct 2019 - Dec 2022 (3 years 2 months)
Gathered requirements with business stakeholders, defined functional needs for internal information systems, and executed functional and non-functional testing with supporting documentation. Supported business process improvement using data analysis and reporting while also handling networking/telecommunications infrastructure monitoring and assisting the transition from IPv4 to IPv6.
Bilingual Customer Care Specialist
Avis Budget Group
Apr 2018 - Oct 2018 (6 months)
Handled high-volume customer interactions, including billing inquiries and service issues, maintaining service quality through bilingual communication. Managed service requests and cases with timely resolution and escalation when required, ensuring accurate case tracking.
Provided technical support for enterprise users and business applications by diagnosing and resolving software, connectivity, and system access incidents. Escalated complex issues to L2/L3 teams following ITIL incident management processes and documented incident resolutions in support knowledge.
Education
Degrees, certifications, and relevant coursework
PJPontificia Universidad Javeriana
Bachelor of Science, Electronics Engineering (Computer Science)
Earned a B.Sc. in Electronics Engineering with a focus in Computer Science at Pontificia Universidad Javeriana.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Social media
Job categories
Skills
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