Jose Maldonado

Promoted from Service Desk Technician · regulated financial-services environment

• Support enterprise IT service delivery — escalations, documentation, monitoring, and security/access workflows — with cross-team operational support across a regulated financial-services environment.
• Work hands-on with Datadog for infrastructure alert response, investigating alert conditions and coordinating preventive action across infrastructure, engineering, and service teams.
• Formerly sole administrator of a global SolarWinds Orion deployment — 50,000+ monitored elements, 2,800+ nodes, 35,000+ interfaces across 40+ sites — with tiered PagerDuty alerting that cut false alerts 10%+ (since migrated to Datadog).
• Administer Zscaler (ZIA/ZPA) security-policy workflows: URL filtering, application control, access rules, Active Directory group access, and Microsoft 365 tenant validation, with supporting SOPs.
• Own Device42 CMDB accuracy — discovery, reconciliation, verification, and synchronization of devices, users, applications, and business-app records — improving asset visibility, support readiness, and SLA alignment.
• Support Commvault / Rubrik restores, F5 & Route 53 DNS, VMware/vCenter, Cisco UCS monitoring, Windows/Linux troubleshooting, AWS WorkSpaces, and AWS/EKS visibility.
• Author SOPs and operational documentation that reduce repeat escalations for offshore / L1 / L2 teams; apply AI-assisted tools and PowerShell / Python for practical workflow and documentation improvement.

• Delivered Tier 1 / Tier 2 service-desk support, asset deployment, user support, and escalated troubleshooting across phone, email, remote, and in-person channels.
• Managed Jira ticket queues, prioritized incidents and service requests, coordinated escalations, and maintained customer communications in a fast-paced enterprise support environment.
• Served as Service Desk liaison with Engineering during the Citrix VDI → AWS WorkSpaces migration and helped build Windows 10 migration workflows supporting enterprise desktop standardization.

• Provided senior desktop, Citrix, and executive support for a 900+ user healthcare environment while serving as Team Lead — mentoring technicians, coordinating daily support activities, and promoting consistent desktop-support practices.
• Led Windows 7 migration planning, application-compatibility troubleshooting, MDT/USMT evaluation, and enterprise desktop-readiness efforts.
• Standardized desktop imaging using Enterprise Ghost and slipstreamed installation media, reducing deployment and update time; created instructional guides that improved L1 support effectiveness.
• Developed SOPs, technical documentation, and end-user training materials for Microsoft Office applications and desktop-support best practices — improving user adoption, consistency, and self-service.

• Served as the sole IT resource responsible for end-to-end technology support — desktop support, hardware troubleshooting, user support, procurement, and day-to-day IT operations.
• Designed, implemented, and maintained Windows Server 2003 environments, Active Directory, file/print services, VPN replication, backups, routers, wireless networks, and CAT5 infrastructure.
• Provided hands-on user training and technical guidance for Microsoft Windows and Office applications, improving user proficiency and resolving application and workstation issues.
• Created SOPs, user documentation, and training materials covering Microsoft Office usage, file sharing, network file management, and shared storage.

• Promoted to lead technology operations for a high-tech meeting-space business; led a 4-person team across IT planning, budgeting, scheduling, vendor coordination, and daily operations.
• Conducted interviews, hiring decisions, performance evaluations, coaching, and day-to-day supervision of a four-person technical team while managing desktops, telecom, networks, and video conferencing.
• Partnered with enterprise client IT teams including Microsoft, Morgan Stanley, Bloomberg, and FTSE; built automated booking/billing workflows that improved productivity and profitability.