resume chrismaldonado.net

Summary

Network operations technician with 20 months of circuit monitoring, outage triage, trouble tickets, and escalation for a regional telecom. Restored fiber ONTs, reset circuits and routers, and wrote the telemetry Tier 2 and Tier 3 used. Now on a federal service desk under Public Trust Tier 4, with hands-on uptime and log monitoring on Linux.

Core skills

Network operations

Circuit monitoring, outage detection, trouble tickets, tiered escalation, circuit and router resets, MAC authentication, fiber ONT restoration, DNS (A, MX, CNAME), DHCP, TCP/IP

Monitoring

Telemetry and log review, Maintenant health checks, Wazuh alerts, CrowdSec, ntfy, ServiceNow ticket lifecycle

Access and endpoints

Active Directory account lifecycle, Group Policy support, Entra ID, Microsoft 365, Zscaler, Cisco AnyConnect, NinjaOne, Workspace ONE

Platforms

Ubuntu Server, Docker Compose, Tailscale, Caddy, Cloudflare Tunnel

Experience

  1. 04/2026 - Present

    Computer Operator (Service Desk, Tier I)

    GovCIO | Remote

    • Resolve access and endpoint connectivity incidents in ServiceNow for VA video tools, and escalate government equipment issues through required channels.
    • Protect PII and PHI under Public Trust Tier 4. Document diagnostic steps to meet QA and ticket-ownership standards.
  2. 09/2025 - 04/2026

    Service Desk Analyst (Infrastructure Support)

    CAI | Remote

    • Remote endpoint and VPN support with NinjaOne, Workspace ONE, TeamViewer, Zscaler, and Cisco AnyConnect.
    • Active Directory account lifecycle and Microsoft 365 incident handling, with over 99 percent QA on ServiceNow documentation.
  3. 10/2023 - 06/2025

    Technical Support Agent (Network Tier)

    Aureon | Central, IA

    • Monitored client network circuits continuously for outages, opened trouble tickets, and escalated incidents through tiered support.
    • Reset circuits and routers, authenticated network devices by MAC address, and followed diagnostic procedures to restore service.
    • Restored fiber-to-the-premises optical network terminals and completed network diagnostics before engineering handoff.
    • Compiled incident reports with telemetry and log analysis for Tier 2 and Tier 3 review. Held 96 percent schedule adherence and over 90 percent QA.
    • Configured client routers remotely. Managed DNS A, MX, and CNAME records, spam filtering, and NetINS mail flow.
  4. 11/2022 - 09/2023

    Advanced Repair Agent (Bench Technician)

    Best Buy | Lady Lake, FL

    • Diagnosed hardware and operating system failures across Windows, macOS, and Android, including imaging, bootloader repair, and firmware flashing.
  5. 01/2020 - 01/2025

    Remote Online Notary

    Notarize | Remote

    • Verified identity for over 600 remote sessions with a 4.97 rating.

Technical project

Self-hosted homelab

Ongoing

Ubuntu and Docker | lab.chrismaldonado.net

  • Monitor 20+ Docker services for HTTP, TCP, host, container, and TLS health, with log alerts through Wazuh and ntfy.
  • DNS filtering with AdGuard and Unbound. Remote access through Tailscale. No inbound ports open for admin UIs, using Caddy and Cloudflare Tunnel.

Education and credentials

University High School, Orange City, FL | GPA 3.98 | Public Trust Tier 4 | Certified Remote Notary Public

Contact

contact@chrismaldonado.net lab.chrismaldonado.net Github LinkedIn on request

Phone redacted on this site and in the public PDF. Ask contact@ for the unredacted copy if needed.