Maria Vargas
IT Service & Operations Specialist
Katy,TX
Summary
With over 8 years of experience in IT infrastructure management, service continuity, and multidisciplinary team leadership. Skilled in ITIL methodologies and implementation of processes that enhance efficiency, security, and service quality. Recognized for building strong relationships with clients and vendors while aligning operations with strategic objectives. Proven ability to manage high-pressure environments, deliver effective solutions, and ensure reliable IT services.
Overview
15
15
years of professional experience
1
1
Language
Work History
IT Technical Operations Lead
Instituto Ecuatoriano De Seguridad Social
09.2018 - 09.2023
- Oversaw IT service continuity and infrastructure operations, ensuring SLA compliance with internal and external providers.
- Supervised a 6-person technical team in 24/7 rotating shifts, guaranteeing permanent coverage and timely response to critical incidents.
- Implemented process improvements and ITIL-based event/incident management, reducing disruption to critical services.
- Developed and optimized customer service–oriented processes, improving internal user satisfaction.
- Ensured information security and integrity through access controls and best practices.
- Optimized system performance through proactive monitoring, troubleshooting, and maintenance of hardware and software components.
- Facilitated knowledge transfer sessions among team members to share best practices in maintaining optimal system performance levels while minimizing potential risks.
- Delivered timely resolutions to end-users'' technical issues by coordinating support efforts with internal teams and external vendors as needed.
IT Operations & Infrastructure Analyst
SERVICIO DE RENTAS INTERNAS
10.2016 - 08.2018
- Managed events, alarms, and critical incidents following ITIL best practices to ensure service continuity.
- Worked in 24/7 rotating shifts to guarantee system availability for institutional platforms.
- Executed production deployments and scheduled maintenance, minimizing risks and user impact.
- Monitored and optimized Oracle databases, ensuring performance and availability of tax information systems.
- Produced technical documentation and availability reports, strengthening process traceability and internal audits.
- Improved team productivity by implementing effective workflow strategies and time management techniques.
- Assisted in the development of operational policies and procedures that aligned with organizational goals and objectives.
Community Project Manager – Casa Somos Guangopolo
SECRETARÍA DE COORD. TERRITORIAL Y PART. CIUDADANA
01.2016 - 09.2016
- Proposed and managed strategic alliances with local stakeholders to strengthen community impact in Guangopolo.
- Coordinated and executed community service programs, ensuring alignment with institutional guidelines.
- Designed and delivered quarterly community engagement projects to promote citizen participation and social development.
- Supervised a 2-person team, ensuring effective implementation of planned activities.
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
Technical Assistant
Ministerio De Telecomunicaciones Y La Sociedad De La Información
06.2015 - 12.2015
- Oversaw progress of the Infocentros Project across multiple cities in Ecuador, supervising from civil works to network connectivity and equipment installation.
- Conducted contract inspections and compliance audits for access network projects, ensuring adherence to technical and regulatory standards.
- Verified quality and correct use of materials in external plant projects, guaranteeing proper application on site.
- Administered contracts for external plant works and procurement processes, coordinating with vendors and contractors.
- Contributed to the successful completion of complex IT projects through diligent research and effective communication skills.
Technical Engineer
FIS Soluciones
02.2015 - 05.2015
- Performed technical and economic feasibility studies for the implementation of national fiber optic networks.
- Acted as technical analyst for external plant solutions, evaluating and proposing deployment alternatives.
- Performed certification and testing of GPON networks, ensuring compliance with quality standards.
- Executed PON, FTTH, and GPON WDM-PON system tests, validating functionality in multiple scenarios.
- Assessed interoperability of multi-vendor equipment (OLTs, ONTs, splitters, AWGs).
- Utilized traffic analysis tools and generators to validate network performance.
Satellite Support Engineer
NEW ACCESS SA
11.2014 - 02.2015
- Provided monitoring and technical support for satellite links serving corporate clients, primarily in the oil sector.
- Diagnosed and resolved connectivity incidents in remote environments, ensuring continuity of critical operations.
- Coordinated field technicians for incident response and corrective solutions.
- Delivered first-level support for enterprise network links, maintaining service availability and reliability.
Telecommunications Specialist
Sonda Del Ecuador
05.2014 - 11.2014
- Provided first-level network support for enterprise clients, ensuring connectivity service continuity and availability.
- Worked in rotating shifts to guarantee timely incident resolution and system coverage.
- Coordinated field technicians for incident response and preventive/corrective maintenance.
- Produced technical and management reports, documenting incidents, resolution times, and service metrics.
- Contributed to strengthening support processes, maintaining high availability and client satisfaction.
- Followed all company policies and procedures to deliver quality work.
Intern – Telecommunications & Networks
Innovative Business Solutions Coral Cia. Ltda
08.2012 - 10.2012
- Supported the development and implementation of internet solutions to improve business processes for corporate clients.
- Participated in IP telephony and backbone network projects, in both architecture and implementation phases.
- Assisted in the administration of UNIX servers, ensuring stability and security in production environments.
- Contributed to the configuration and deployment of IP links for enterprise clients.
- Implemented VoIP solutions using Asterisk for internal call centers.
- Delivered training sessions for new users, supporting the adoption of communication technologies.
Intern – Process Control & Instrumentation
Refinería Estatal Esmeraldas
10.2008 - 11.2008
- Gained exposure to the petroleum refining process and control loops used in industrial operations.
- Learned to monitor and manage critical variables (temperature, pressure, level, flow) using standardized industry equipment.
- Assisted in the verification and calibration of transmitters (flow, level, pressure, temperature) with specialized calibration tools.
- Applied the use of industrial sensors and primary elements such as thermocouples, RTDs, and orifice plates.
Education
M.D. - Systems Management
Escuela Politécnica Del Ejército
Ecuador 05.2001 -
Bachelor of Science - Electronics And Telecommunications Engineering
Escuela Politécnica Nacional
Ecuador 05.2001 -
Skills
IT Management Tools: Zabbix
undefinedLanguages
English
Professional Working
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
ITIL
Project Management
Agile Methodologies
IT Service Management (ITSM)
Process Improvement & Innovation
Timeline
IT Technical Operations Lead
Instituto Ecuatoriano De Seguridad Social
09.2018 - 09.2023
IT Operations & Infrastructure Analyst
SERVICIO DE RENTAS INTERNAS
10.2016 - 08.2018
Community Project Manager – Casa Somos Guangopolo
SECRETARÍA DE COORD. TERRITORIAL Y PART. CIUDADANA
01.2016 - 09.2016
Technical Assistant
Ministerio De Telecomunicaciones Y La Sociedad De La Información
06.2015 - 12.2015
Technical Engineer
FIS Soluciones
02.2015 - 05.2015
Satellite Support Engineer
NEW ACCESS SA
11.2014 - 02.2015
Telecommunications Specialist
Sonda Del Ecuador
05.2014 - 11.2014
Intern – Telecommunications & Networks
Innovative Business Solutions Coral Cia. Ltda
08.2012 - 10.2012
Intern – Process Control & Instrumentation
Refinería Estatal Esmeraldas
10.2008 - 11.2008
M.D. - Systems Management
Escuela Politécnica Del Ejército
05.2001 -
Bachelor of Science - Electronics And Telecommunications Engineering
Escuela Politécnica Nacional
05.2001 -
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