Maureen McElroy
Groton
Summary
IT and operations professional with extensive experience supporting end-users, managing systems, and optimizing workflows. Skilled at troubleshooting technical issues, implementing process improvements, and ensuring smooth day-to-day operations. Known for translating complex IT concepts into practical solutions and collaborating effectively across teams. Experienced in both office and technical environments, delivering efficient, reliable support that enhances productivity and operational performance.
Overview
14
14
years of professional experience
Work History
Technical and Operational Support
Groton Station House Restaurant
Groton
03.2020 - 09.2023
- Worked alongside ownership to implement and maintain IT systems and provide hands-on operational support for a small, family-owned restaurant.
- Configured and managed Google Workspace accounts, including user setup, email configuration, and password recovery.
- Administered domain and DNS records through Google Domains to support website and email functionality.
- Monitored and troubleshot network connectivity; performed firmware updates for WiFi access points, printers, and other devices.
- Installed and maintained network printers and peripherals, managed toner and cabling, and executed advanced printing tasks such as folded, stapled menus.
- Configured and supported audio/visual systems for private dining and presentations, including Apple TV and WiFi integrations.
- Provided end-user support to staff for email, calendar, and software applications including HotSchedules and TripleSeat.
- Responded promptly to technical and operational requests, ensuring minimal disruption to daily operations.
- Maintained a detail-oriented, organized, and positive approach to problem-solving in a fast-paced environment.
Senior Technical Support Specialist
NTT Data/Citi Bank
Heredia
11.2017 - 07.2019
- Anticipated project and system risks, implementing preventive measures to ensure business continuity and minimize impact on end users and leadership.
- Acted as a reliable technical expert and liaison between technical teams and business leaders, translating complex technical requirements into clear business language.
- Designed and implemented workflow improvements that automated repetitive reporting and testing tasks, enhancing efficiency and accuracy.
- Served as a mentor to junior analysts, promoting a culture of continuous learning and knowledge sharing across departments.
- Uphold a strong customer-first approach by proactively identifying and resolving technical or data-related issues that affected the user experience.
- Documented user workflows and supported tool rollout and training for teams.
- Responsible for conducting 5+ levels of testing including functional, regression, user acceptance, integration, and performance for every project.
Technical Support Analyst
Evertec
San José
02.2017 - 11.2017
- Converted business requirements to functional specifications.
- Worked with business stakeholders to gather business requirements and recommended operational improvements.
- Conducted unit tests, component integration tests, systems and acceptance testing, correcting problems, and implementing changes to ensure adherence to test plan and functional requirements.
- Documented business processes and analyzed procedures in order to accommodate the business needs of the company.
- Configured databases, defined parameters and certified the proper functionality of the systems and provided the required support during the Project life.
Business Analyst
Hewlett-Packard Enterprise
01.2014 - 02.2017
- Helped resolved operational weaknesses: identified problems, recommended improvements and worked in collaboration with the team to implement issues resolutions.
- Replaced and eliminated time-consuming manual process, saving OM team at least 2 hours daily and increasing the productivity.
- Conducted post-mortem team meetings to review performance metrics, identify key issues, propose and drive action plans to resolve or mitigate issues.
- Excel experience including manipulating spreadsheets, formulas, pivot tables and macros.
Technical Support
Hewlett-Packard
09.2009 - 12.2013
- Managed escalations and expectations for both the client and Internal personnel.
- Participated in regular feedback and coaching sessions to continually improve performance.
- Provided technical expertise via telephone, by email or chat to assist in the resolution of technical enquiries.
- Proactively assist customers to avoid or reduce problem occurrence.
- Participated in projects for process and quality improvements.
Education
Bachelor of Science - Computer Engineering
ULACIT University
Costa Rica01.2011
Skills
- Technical Support (macOS, Windows, iOS)
- Hardware Setup & Troubleshooting (laptops, desktops, printers, peripherals)
- Help Desk Ticketing & Customer Service
- Google Workspace Administration
- Network & WiFi Troubleshooting
- Classroom & A/V Support (Zoom, projectors, Apple TV)
- Software Installation, Updates & Maintenance
- Inventory & Asset Management
- Documentation & Process Improvement
- Cross-Team Communication & End-User Training
Timeline
Technical and Operational Support
Groton Station House Restaurant
03.2020 - 09.2023
Senior Technical Support Specialist
NTT Data/Citi Bank
11.2017 - 07.2019
Technical Support Analyst
Evertec
02.2017 - 11.2017
Business Analyst
Hewlett-Packard Enterprise
01.2014 - 02.2017
Technical Support
Hewlett-Packard
09.2009 - 12.2013
Bachelor of Science - Computer Engineering
ULACIT University