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Rene Maldonado

Rene Maldonado

Information Technology Service Desk Team Lead

Followers of Rene Maldonado33 followers
location of Rene MaldonadoSan Antonio, Texas, United States

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  • Timeline

  • About me

    Service Desk Supervisor at Argo Group

  • Education

    • Texas A&M International University

      2004 - 2008
      Bachelor of Science - BS Physical Education Teaching and Coaching

  • Experience

    • HCL Technologies

      -
      Information Technology Service Desk Team Lead

    • Argo Group

      Jul 2015 - now
      Service Desk Supervisor

      As the newly appointed Service Desk Supervisor at Argo Group, I bring over a decade of experience in IT service management, leadership, and continuous improvement. In my previous role, I successfully led the Service Desk team, ensuring consistent adherence to Service Level Agreements (SLAs) and driving significant operational enhancements. My hands-on approach to managing high-severity incidents and coordinating with critical incident management teams has honed my crisis management skills, ensuring minimal downtime and robust issue resolution.My contributions include implementing process improvements that boosted self-service and automation, resulting in increases in self-service usage and a reduction in average resolution time. I have also been instrumental in opening new secure room service desks internationally, where I managed complex projects and trained diverse teams.At Argo Group, I am leveraging my expertise to further enhance our service desk operations, align our processes with business objectives, and foster a culture of continuous improvement and excellence. My career aspiration is to drive strategic initiatives that not only meet but exceed our performance metrics, ensuring exceptional service delivery and customer satisfaction. Show less

    • HCLTech

      Oct 2017 - Jul 2024

      Manage operations for Service Desk across 3 different countries including USA, Mexico, and India

      • Site Manager

        Jun 2020 - Jul 2024

      • Regional Manager

        Oct 2017 - Jun 2024

  • Licenses & Certifications