Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Maria Esparza

Denver

Summary

Customer-focused Technical Support Specialist with experience providing frontline support for hardware, network and applications. Skilled in troubleshooting, problem-solving, and helping customers with technical issues via phone, email, and ticketing systems. Adept at collaborating with cross-functional teams to resolve complex issues. Committed to continuous learning and professional development.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior Operator

CoBank
06.2022 - 04.2025
  • Ensured nightly bank transmissions processed successfully and took proactive and corrective action to correct issues in a timely and efficient manner.
  • Provided excellent customer support to financial institutions and internal customers, responding to inquiries and troubleshooting late files, user account issues and other issues.
  • Monitored all aspects of the data center, networks and backups helping to reduce downtime by 10%.
  • Identified, investigated, troubleshot and documented production issues.

Tier 1 NOC Engineer

First Point Group - Contract to DISH
11.2021 - 06.2022
  • Monitored Network, Core, RAN, Transport and PaaS infrastructures.
  • Created and troubleshot 5G cell site incident tickets escalating to Tier II when necessary.
  • Supported site monitoring/health checks following maintenance activities.
  • Provided Core systems Tier 1 operational engineering support detecting incidents, troubleshoot problems.

Computer Operator III & IV

SAIC
08.2018 - 10.2021
  • Monitored performance of servers, applications and networks.
  • Communicated effectively with support, upper management and customers with critical events and resolutions.
  • Supported UNIX, Windows, and IBM Z/OS Mainframe systems.
  • Provided support and escalation for critical issues ensuring reduced downtime by 10%.

Computer Operator

Peoplecom
07.2018 - 01.2019
  • Operated computer systems to monitor and maintain data processing workflows.
  • Executed routine system checks to ensure operational efficiency and data integrity.
  • Supported UNIX, Windows, and IBM Z/OS Mainframe systems.
  • Provided support and escalation for critical issues ensuring reduced downtime by 10%.

Operations Tech I

Randstad - contract to CenturyLink
06.2018 - 09.2018
  • Troubleshot and cleared T1/T2/T3 physical layer path issues.
  • Provided excellent customer support of inbound customer calls regarding status, testing & resolution of T1/T2/T3 issues.
  • Managed over 35 calls per day on VoIP help desk creating Service Now incident tickets.
  • Worked with vendors on customer issues creating appointments and bridge calls troubleshooting issues.

Education

A.A.S - Computer Information Systems

Front Range Community College
Westminster, CO

Associate of Arts - Liberal Arts

Red Rocks Community College
Denver, CO

Certificate - ITIL Foundation

Axelos
United Kingdom

Skills

  • Verbal and written communication
  • Incident Response
  • Process monitoring
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Troubleshooting
  • Ticketing Systems
  • Tier 1 Technical Support
  • Hardware and Software Support support
  • User Account Maintenance
  • IT Operations

Certification

  • ITIL Foundation
  • Axelos

Timeline

Senior Operator

CoBank
06.2022 - 04.2025

Tier 1 NOC Engineer

First Point Group - Contract to DISH
11.2021 - 06.2022

Computer Operator III & IV

SAIC
08.2018 - 10.2021

Computer Operator

Peoplecom
07.2018 - 01.2019

Operations Tech I

Randstad - contract to CenturyLink
06.2018 - 09.2018

A.A.S - Computer Information Systems

Front Range Community College

Associate of Arts - Liberal Arts

Red Rocks Community College

Certificate - ITIL Foundation

Axelos

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