Open to opportunities

Kathy Ugalde

@kathyugalde

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Experienced systems engineer and computer technician specializing in network infrastructure and technical support.

Costa Rica

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What I'm looking for

I am seeking a senior technical operations role where I can improve infrastructure reliability, lead migrations, automate processes, and mentor teams.

I am a systems engineer and seasoned computer technician with over six years of hands-on experience troubleshooting and supporting complex IT environments. I have worked across networking, server, virtualization and cloud technologies to deliver reliable operations.

Throughout my career I have supported global operations at Citi and Microsoft vendors, leading technical change support, incident management, migrations, and datacenter operations. I consistently ensure service delivery, process fulfillment and customer-focused communications.

My technical background spans routing and switching, firewalls, load balancers, backup and replication, virtualization, cloud platforms and scripting. I hold certifications including CompTIA Server+, VMware, Citrix, Veeam, ITIL and Azure, and I am fluent in Spanish, English and Portuguese.

I work well with diverse, distributed teams and translate complex technical concepts for clients and nontechnical staff. I seek roles where I can apply deep operational knowledge to improve reliability, automate repeatable tasks and mentor junior engineers.

Experience

Work history, roles, and key accomplishments

Network Change Associate

Citi Bank Global

Jul 2020 - Jan 2023 (2 years 6 months)

Provided Tier I technical change support for global infrastructure, executing router/switch/firewall changes, migrations, backups and capacity increases while owning notifications and remediation for critical incidents.

Cisco Load Balancers Firewalls DNS DHCP Scripting NTP

IT Consultant / Helpdesk

Metro Networks

Sep 2018 - Apr 2020 (1 year 7 months)

Performed proactive monitoring, configuration management and fault resolution, managed incident queue with detailed troubleshooting notes and escalations, and mentored junior engineers to improve service delivery.

Incident Management Oracle DNS DHCP Active Directory Java SSH Troubleshooting Monitoring

Social Media / Web Manager

Toro Verde

Apr 2018 - Sep 2018 (5 months)

Managed social media and web content, created and curated multimedia posts, and engaged users to cultivate leads and sales for marketing campaigns.

Social Media Management Content Creation Community Engagement Email Marketing Web Services Analytics

Microsoft Incident Manager

Brillio LLC

Oct 2017 - Mar 2018 (5 months)

Owned resolution and reporting for Microsoft account incidents, coordinated engineering teams, drove high-risk escalations, and produced customer-facing case health reports following ITIL practices.

Incident Management ITIL Azure Escalation Management Python

NOC Technician

Datasys

Mar 2017 - Sep 2017 (6 months)

Operated in datacenter NOC performing monitoring, firewall/IPS management, patching, backups, SLA ticketing and incident escalation while providing optimization and remediation recommendations.

Backup Patch Management Monitoring SLA Management Troubleshooting