Brandon Jair Lozada Gonzalez

Trilingual IT Service Desk Analyst with a proven track record of delivering exceptional Tier 1 technical support in high-volume, global enterprise environments. Fluent in Spanish, English, and Portuguese, I excel at bridging communication gaps and ensuring seamless business continuity for international users across multiple time zones. In my current role at Tata Consultancy Services (TCS), I manage the full incident lifecycle using ServiceNow, consistently maintaining a 90% First Contact Resolution (FCR) rate. My expertise includes remote troubleshooting, managing user accounts via Active Directory, and effectively diagnosing complex network, hardware, and account access issues. By prioritizing accurate logging and timely resolution within strict SLA targets, I have successfully reduced escalation times by 25%. I am currently pursuing a B.S. in Computer Systems Engineering at UVEG and hold certifications in IT Support (Cisco) and Network Fundamentals. As a passionate Cybersecurity Enthusiast, I am actively expanding my knowledge in digital forensics and threat analysis to transition into a SOC Analyst role. I am looking for a full-time remote position where I can leverage my multilingual skills and technical background to provide world-class support and contribute to a secure IT infrastructure. I am seeking a Full-time Remote or Contract position. Located in Mexico City (CST/GMT-6), I offer full overlap with North American business hours, ensuring real-time collaboration and immediate support for global teams