Luce Villeza

IT Service Desk L1 Technical Engineer

Cognizant

Apr 2024 - Jun 2026 • 2 yrs 2 mos

Provided Level 1 technical support to users, troubleshooting common hardware, software, account, access, and application issues. Handled incidents and service requests through ticketing systems, performed initial diagnosis and troubleshooting, followed established IT procedures, and escalated complex issues to appropriate support teams.

Spanish Service Desk Infrastructure Support

Accenture

Mar 2018 - Feb 2024 • 5 yrs 11 mos

Provided Level 1 IT Service Desk support to users in a professional enterprise environment. • Troubleshot Windows, Microsoft 365, VPN, and business application issues • Assisted with password resets, account unlocks, authentication, and access-related concerns • Supported user access requests involving accounts, groups, folders, and permissions • Investigated and documented incidents and service requests through ticketing processes • Performed initial troubleshooting and escalated issues requiring higher-level support • Followed IT security procedures, troubleshooting guides, and standard support processes • Provided clear and professional technical assistance to English- and Spanish-speaking users • Applied practical troubleshooting and step-by-step guidance to resolve common IT issues