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Adrian Velez

@adrianvelez

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IT Operations Lead at Mozarc Medical, overseeing IT operations and managing high-priority incidents.

Costa Rica

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At Mozarc Medical, I oversee day-to-day IT operations across servers, networks, cloud services, and on-premise hardware. I also manage high-priority incidents, with a focus on root-cause analysis and minimizing downtime.

Previously at Equifax, I conducted compliance audits and quality reviews, prepared reports with improvement recommendations, and maintained SOPs and QA documentation. I’ve also supported users across Microsoft cloud platforms and enterprise systems, and I hold ITIL4 certification.

Experience

Work history, roles, and key accomplishments

Current

Information Technology Operations Lead

Current

Mozarc Medical

Jan 2026 - Present (10 months)

Infrastructure Management: Oversee day-to-day IT operations, including servers, networks, cloud services (AWS/Azure), and on-premise hardware to ensure optimal performance.

Leadership & Mentoring: Lead, coach, and mentor a team of IT specialists and technicians, setting performance goals and driving professional development.

Incident & Problem Management: Manage high-priority technical incidents

Help Desk Support Technician

Mozarc Medical

May 2025 - Jan 2026 (8 months)

Provide Tier 1-2 technical support across Microsoft cloud platforms and enterprise systems.
Manage user accounts and policies in Microsoft Intune, Microsoft 365 Admin Center, and Entra ID.
Resolve email and mailbox issues using Exchange Online.
Creating new DL's and shared mailboxes.
Create and manage tickets, service catalog items, and knowledge base articles using Freshservice.
Assign software l

Service Desk Technician

Equifax

Jan 2023 - Jan 2025 (2 years)

• Monitored and troubleshot server, network, and application incidents within hybrid infrastructure environments.
• Performed hardware diagnostics, maintenance tasks, and incident follow-ups using ServiceNow.
• Supported end users through chat, email, and phone channels while meeting SLA expectations.
• Worked with customers, service partners, and Site Reliability Engineering (SRE) teams to resolv

Service Desk Support Technician

Equifax

Jan 2023 - Jan 2025 (2 years)

Monitored and troubleshot server, applications and network issues in a hybrid infrastructure.
Performed maintenance tasks, hardware diagnostics, and follow-up on incident resolutions via Service Now.
Collaborated with customers, service partners, and SRE teams to ensure timely incident resolution.
Work under pressure assisting users via chat, email and phone.

Senior Compliance Analyst

Equifax

Jan 2021 - Jan 2023 (2 years)

• Conducted compliance audits and quality assurance reviews across support operations.
• Created reports with actionable recommendations to improve operational performance.
• Developed coaching plans and quality improvement initiatives for underperforming teams.
• Maintained SOPs, QA documentation, and process manuals.
• Supported continuous improvement efforts focused on operational consistency a

Risk and Compliance Senior Analyst

Equifax

Jan 2020 - Jan 2023 (3 years)

Conducted compliance audits and quality reviews across support programs.
Delivered reports, recommended improvements, and developed coaching plans for underperformers.
Maintained SOPs, manuals, and QA process documentation.

Quality Assurance Analyst

Equifax

Jan 2018 - Jan 2021 (3 years)

• Established and maintained internal quality standards for back-office operations.
• Delivered quality metrics reports and operational trend analysis to leadership.
• Identified process inefficiencies and operational risks through data analysis and auditing.
• Performed root cause analysis and implemented corrective actions to improve service quality and accuracy.
• Contributed to process optimiz