Zully Aceituno
@zullyaceituno
IT Analyst delivering ITSM, KPI/SLA monitoring, and desktop/network support with data-driven process optimization.
GuatemalaWhat I'm looking for
I’m an IT Analyst with experience in ITSM (ServiceNow), technical support, and infrastructure, focused on process optimization and compliance. In my Senior Analyst role at EVERISE Guatemala Limitada, I manage service requests and incident follow-ups through ITSM platforms, translate client needs into technical requirements, and coordinate updates, deployments, and user access with security policy compliance.
I’m data-driven by default: I develop and analyze KPI/SLA reports, monitor service performance indicators, and use SQL to evaluate ticket trends, incident volumes, and response times to improve incident resolution and decision-making. I also oversee the IT asset lifecycle (inventory, assignment, decommissioning, and policy compliance), support internal network connectivity and configuration (VLANs, switch port management, LAN patching, and remote access), and produce operational reporting for daily, monthly, and annual reviews.
Experience
Work history, roles, and key accomplishments
Senior Analyst - Desktop Support
Everise Guatemala Limitada
Jan 2023 - Present (3 years 5 months)
Managed service requests and incident follow-ups in ITSM platforms, acting as a liaison between clients and engineering teams to deliver timely resolutions. Oversaw Active Directory access, network connectivity, IT asset lifecycle, OS imaging/provisioning, and produced KPI/SLA and ticket-trend reporting to support compliance and service optimization.
On-site Support
Conduent Business Services De Guatemala
Jan 2020 - Jan 2023 (3 years)
Provided on-site IT support by verifying and maintaining equipment and validating OS system images for internal customers. Produced daily, weekly, and monthly reports on space and equipment utilization to support operational needs.
Warehouse Manager (Financial III)
Secretariat Of Administrative And Security Affairs Of The Pr
Jan 2012 - Jan 2020 (8 years)
Handled procurement bidding and purchase quotations through Guatecompras in compliance with government procurement requirements. Verified inventory control processes with SQL in collaboration with the IT team and managed receiving, dispatching, and prioritization of critical purchases.
Education
Degrees, certifications, and relevant coursework
Mariano Gálvez University
Bachelor’s Degree, Systems Engineering and Computer Science
2020 - 2025
Completed a Bachelor’s Degree in Systems Engineering and Computer Science at Mariano Gálvez University (Villa Nueva Campus).
Oracle
Oracle 21E, Database
2022 -
Completed Oracle 21E training/certification with Oracle in 2022.
INTECAP
Data Analyst (course), Data Analysis
2025 -
Activities and societies: Focused on Power BI, MongoDB, and Python for data analysis.
Completed a Data Analyst training program at INTECAP (Jan–Oct 2025).
Cisco
CCNA1, Networking
2022 -
Completed CCNA1 training with Cisco in 2022.
Cisco
IT Essentials, Information Technology
2022 -
Completed the IT Essentials course with Cisco in 2022.
INEES
Strategic Leadership (course), Leadership
2019 -
Completed a Strategic Leadership course with INEES in 2019.
Liceo Mixto San Juan Amatitlán
Certified Public Accountant (Computing specialization), Accounting (Computing specialization)
2007 - 2009
Earned a Certified Public Accountant credential with a specialization in Computing at Liceo Mixto San Juan Amatitlán.
Cisco
Cisco IoT Essentials, Internet of Things (IoT)
Completed an IoT (Internet of Things) training with Cisco.
Fortinet
Fortinet NSE1 / NSE2 / NSE7, Cybersecurity
Completed NSE1, NSE2, and NSE7 training/certifications with Fortinet.
INEES
Conflict Resolution (course), Conflict Resolution
2019 -
Completed a Conflict Resolution course with INEES in 2019.
Guatecompras
Guatecompras Training (Government Procurement Law), Government Procurement
2018 -
Completed Guatecompras training focused on Guatemala’s Government Procurement Law in 2018.
SAAS
Administrative Security (course), Administrative Security
2012 -
Completed an Administrative Security course with SAAS in 2012.
Availability
Location
GuatemalaAuthorized to work in
Job categories
Skills
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