Mariela Maldonado

● Deliver Tier 2 and Tier 3 support for Windows environments and cloud/hybrid infrastructures. ● Manage user accounts, security policies, and permissions via Active Directory and domain configurations. ● Log, track, and resolve incidents using ServiceNow (SNOW), ensuring SLA compliance. ● Support Microsoft Office 365 tools (Exchange, Teams, SharePoint, OneDrive) to enhance collaboration and productivity. ● Provide technical assistance for AWS services and internal data platforms. ● Participate in Agile/Scrum ceremonies, collaborating with infrastructure, development, and project management teams. ● Document processes and contribute to the knowledge base for continuous service improvement. ● Deliver bilingual support (English and Spanish) to diverse user groups.

● Managed finance-related tasks and led a 10-person team, fostering a collaborative, high-performance environment. ● Secured and administered corporate databases with strict adherence to data privacy and protection regulations. ● Handled highly confidential customer information, ensuring compliance and confidentiality. ● Maintained proactive communication to keep clients informed and build trust. ● Keep the client updated. Building trust through clear and proactive communication. ● Strength the internal communication and collaboration among the different business units.

● Provided legal counsel and representation to clients in civil, family and commercial. ● Conducted legal research and case analysis to support litigation strategies ● Drafted, reviewed, and negotiated legal documents, including contracts, agreements, and pleadings. ● Represented clients in hearings, trials, and mediations. ● Collaborated with senior attorneys and legal assistants to manage caseloads

● Proactively contacted potential customers and successfully acquired and onboarded new clients. ● Provided detailed information on membership options, benefits, and policies. ● Managed customer inquiries and resolved issues promptly via phone and email. ● Delivered technical support and troubleshooting to enhance customer experience. ● Maintained high standards of customer satisfaction by addressing concerns empathetically and efficiently. ● Adapted quickly to fast-paced, constantly evolving environments.