Experienced IT operations professional with a proven track record of driving impactful results in dynamic environments. Adept at managing IT systems and implementing effective solutions that optimize performance and reliability. Recognized for exceptional collaboration skills and adaptability, ensuring consistent delivery of high-quality outcomes. Proficient in network management, on-site equipment support, system optimization, and problem-solving, enabling effective navigation of complex technical challenges.
Hi, I’m
Mary Carmen Castañeda
IT OPERATIONS SPECIALIST
Guadalajara, Jalisco
Summary
Overview
11
years of professional experience
4
Certifications
2
Languages
Work History
Salesloft
IT Operations Specialist
03.2022 - Current
Job overview
- Run system upgrades, patches and security updates, user account maintenance, assigned permissions.
- Manage regional assignation, retirement and disposal of technological assets.
- Implement ITIL best practices into daily operations, driving service quality improvements across all aspects of the department.
- Directed regional IT initiatives from conception through execution, ensuring timely delivery within budget limits.
- Spearheaded the migration of two company systems into a unified platform, carefully selecting the best elements from each. Ensured the maintenance of onsite support and the continuity of online IT operations, facilitating a smooth transition and minimal disruption to our services.
- Standardize hardware and software procurement, reducing costs and improving overall system compatibility.
- Mentored junior team members in technical skills development, fostering an environment conducive to continuous learning and professional growth.
- Coordinate disaster recovery exercises to ensure preparedness for potential emergencies or critical incidents.
- Develope and maintained accurate, updated IT policies and procedures, promoting a secure and compliant computing environment.
- Enhance end-user support by establishing a responsive help desk ticketing system for efficient issue resolution.
- Diagnose and troubleshot hardware, software and network issues.
- Respond to customer inquiries and provided technical assistance over email, chats, calls and in-person interactions.
- Configure software, devices, and hardware to set up work stations and office layouts for employees.
EPAM
Sr. Technical Support Specialist
01.2020 - 02.2021
Job overview
- Formed part of a small but very productive team of Service Desk that managed many accounts/projects such as luxurious clothing brands to streaming services
- I was in charge of answering e-mails, chats on Slack, emergency phone calls and routed tickets to solve technical and systematic issues for the clients.
- Used many applications, software, tools to complete monitoring, data entry, tracking system bugs and resolve the issues as per in each personalized contract for each client
- Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve bot failure issues.
- Evaluated system potential by testing compatibility of new programs with existing programs.
- Implemented proactive measures to prevent potential system failures, resulting in improved system performance and reduced downtime.
- Leveraged data analytics tools to monitor trends in tech support requests, using findings to proactively address common issues and improve overall customer experience.
- Managed high-volume support tickets, ensuring timely resolution and maintaining client trust.
NTT Data
Sr. Technical Support Associate
08.2017 - 08.2018
Job overview
- Provided basic, intermediate, and advanced technical, software, hardware, and Internet support for staff users for TUFTS Medical Centers and University
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Provided remote support for Doctors & staff, adeptly addressing diverse needs while maintaining a consistent level of service excellence.
- Conducted root cause analysis for major incidents, implementing corrective actions to prevent recurrence.
- Installed, configured and maintained computer systems and network connections.
Alorica
Customer Service Representative
09.2015 - 08.2017
Job overview
- Resolved any billing discrepancies related to orders or memberships, ensuring accuracy and maintaining customer satisfaction
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
Teleperformance
Customer Service Rep.
03.2014 - 09.2015
Job overview
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Education
UVM Guadalajara, Mexico
Bachelor of Science from Mechatronics Engineering
05.2001
University Overview
Tec MilenioGuadalajara, Jalisco, Mexico
Bachelor's Degree from Industrial & System Engineering
University Overview
Skills
Microsoft Office & MacOS
Certification
SolidWorks Mechanical Design - C-6RQMP438GH
Personal Information
Personal Information
Nationality: American Citizen - Dual Citizenship with Mexico
Timeline
IT Operations Specialist
Salesloft
03.2022 - Current
Sr. Technical Support Specialist
EPAM
01.2020 - 02.2021
Sr. Technical Support Associate
NTT Data
08.2017 - 08.2018
Customer Service Representative
Alorica
09.2015 - 08.2017
Customer Service Rep.
Teleperformance
03.2014 - 09.2015
UVM
Bachelor of Science from Mechatronics Engineering
05.2001
Tec Milenio
Bachelor's Degree from Industrial & System Engineering
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