Mary Carmen Castaneda
IT Operations Specialist
Seattle,WA
Summary
Results-driven IT Operations Specialist with over 10 years of progressive experience in IT service delivery, technical support, and system administration. Skilled in managing regional IT assets, implementing ITIL best practices, and driving cross-functional initiatives to enhance infrastructure performance, security, and efficiency. Demonstrates strong troubleshooting capabilities and expertise in system optimization, with advanced proficiency in cloud-based environments such as Okta SSO, Google Workspace, and Microsoft 365. Complemented by knowledge in operating systems including macOS, Windows, and Linux, as well as endpoint management tools like Jamf, Active Directory, and Microsoft Intune. Recognized for excellent collaboration, adaptability, and a proactive, solution-oriented mindset in both on-site and remote environments. Committed to fostering secure, reliable, and scalable IT ecosystems through effective documentation, user training, and strategic planning.
Overview
11
11
years of professional experience
5
5
Certifications
2
2
Languages
Work History
IT Operations Specialist
Salesloft
03.2022 - 04.2025
- 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.
- Conduct regular audits of software applications, identifying vulnerabilities and recommending necessary updates or patches for security purposes.
- Directed regional IT tasks 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 source. While ensuring the maintenance and support of the regional office 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 new team members to the corporate systematic knowledge, fostering an environment conducive to continuous learning and professional growth.
- Govern up-to-date documentation of known issues and resolutions, reducing time spent on repetitive tasks, procedures, promoting a secure and compliant computing environment.
- Played an integral role in the rollout of new software releases by testing functionality and assisting end-users during the transition period.
- Participated in regular meetings with management, providing updates on team/regional performance and offering insights into potential areas for improvement.
- Lead in the onboarding process for new hires, providing comprehensive technical training and guidance in their initial weeks of employment.
- 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.
Sr. Technical Support Specialist
EPAM
01.2020 - 02.2021
- 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.
Sr. Technical Support Associate
NTT Data
08.2017 - 08.2018
- 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.
Customer Service Representative
Alorica
09.2015 - 08.2017
- 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.
Customer Service Rep.
Teleperformance
03.2014 - 09.2015
- 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
Bachelor of Science - Mechatronics Engineering (Incomplete)
UVM
Bachelor's Degree - Industrial & System Engineering (Incomplete)
Tec Milenio
Skills
- Windows & MacOS
- Google Workspace
- Identity Access Management
- Adaptability and Flexibility
- Hardware Installation
- Endpoint Administration
- System Access Administration
- Service Desk Management
- IT Compliance
- Network troubleshooting
- IT Asset Management
- Windows & MacOS
Certification
SolidWorks Mechanical Design - C-6RQMP438GH
Timeline
IT Operations Specialist
Salesloft
03.2022 - 04.2025
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
Bachelor's Degree - Industrial & System Engineering (Incomplete)
Tec Milenio
Bachelor of Science - Mechatronics Engineering (Incomplete)
UVM
Similar Profiles
Alexandra JohnstonAlexandra Johnston
Enterprise Account Executive at SalesloftEnterprise Account Executive at Salesloft
David KrolczykDavid Krolczyk
Strategic Success Director at SalesloftStrategic Success Director at Salesloft
Daniel RichmanDaniel Richman
Software Engineer at SalesloftSoftware Engineer at Salesloft
Rachel RodriguezRachel Rodriguez
Registered Nurse, Surgical Intensive Care Unit at V.A. Puget Sound Health Care SystemRegistered Nurse, Surgical Intensive Care Unit at V.A. Puget Sound Health Care System
Victor BautistaVictor Bautista
Transportation Manager at J.B. HuntTransportation Manager at J.B. Hunt