San Antonio, Texas, United States
With a strong foundation in cybersecurity operations and IT support, I bring hands-on experience in protecting systems, analyzing threats, and supporting users in dynamic environments. My experience spans working in a Security Operations Center (SOC) environment, where I leveraged tools like Microsoft Defender, Splunk, Abnormal Security, Infoblox, ExtraHop, Cisco DUO, and ServiceNow to investigate incidents, monitor security events, and enhance organizational defenses. In parallel, I strengthened my technical expertise as an IT Support Specialist, providing frontline support with Microsoft 365, Active Directory, SCCM, print server troubleshooting, and hardware imaging, ensuring seamless operations for diverse user groups. Beyond technical skills, my passion extends to community engagement, contributing to cybersecurity initiatives such as RowdyCon, supporting civic outreach at the San Antonio Food Bank, and promoting technology awareness through volunteer leadership. Driven by a mission to defend, empower, and innovate, I am pursuing professional certifications, including Security+, to further elevate my capabilities. My goal is to transition into a full-time SOC Analyst or cybersecurity defense role, where I can make a meaningful impact in safeguarding digital assets and strengthening organizational resilience. Always enthusiastic to connect with others who are passionate about Cybersecurity, Information Technology, learning, and leadership.
• Administer Active Directory accounts, performing secure password resets, validating OU placement, and maintaining accurate device naming and asset metadata to support identity and access management • Manage enterprise endpoints using KACE and Microsoft SCCM, conducting device discovery, connectivity validation, system imaging, patch deployment, and device audits to ensure security and configuration compliance • Investigate and remediate phishing-related account compromises, guiding users through credential resets, session security, and account recovery while documenting incidents and escalating through Footprints • Perform hardware troubleshooting and deploy endpoints, manage classroom desktops, configure ScreenBeam systems, and validate network port connectivity, including submitting activation requests through Footprints • Manage macOS and iOS devices using Jamf Cloud (MDM), supporting device configuration, deployment, and troubleshooting for iMacs and iPads in an enterprise environment
- Provide efficient IT support via phone, resolving user issues such as password resets, unlocking and managing Active Directory accounts, performing SCCM-based software troubleshooting, and deploying standardized laptop images for end users. - Configure and set up desktop workstations for classrooms and offices, ensuring proper hardware and software installation to maintain optimal functionality. - Troubleshoot Go-Print server and other printing services, quickly identifying and resolving technical issues to minimize downtime. - Assist users with technical issues by diagnosing and troubleshooting computer problems, ensuring a seamless user experience. - Perform routine maintenance tasks, including software updates and system backups, to ensure optimal system performance and data security. - Manage computer room reservations and schedule appointments, ensuring efficient use of resources and meeting user needs. - Oversee inventory management for a large fleet of loaner laptops, tracking availability and condition to maintain operational readiness. - Resolve system issues and restore operations during the global Microsoft outage on July 19, 2024, demonstrating quick problem-solving and technical expertise.
- Utilized Ellucian Banner for secure handling and management of sensitive student data, ensuring confidentiality and compliance with institutional policies. - Responded promptly to phone inquiries, analyzed student data, and delivered exceptional service at the front desk, enhancing student satisfaction. - Scanned and processed transcripts, identification documents, and residency verification paperwork with accuracy, contributing to efficient recordkeeping. - Protected the confidentiality of student records by adhering to strict data privacy standards and maintaining a secure working environment. - Checked and managed incoming mail, distributing documents and materials to appropriate departments to support smooth office operations. - Assisted with organizing and updating student records, ensuring all data was current and correctly filed. - Collaborated with colleagues to improve workflow processes, contributing to a more efficient and student-friendly environment. - Maintained a professional and welcoming front desk presence, addressing student needs and directing them to the proper resources or departments as needed.
- Monitored, triaged, and correlated 110+ cybersecurity alerts involving phishing, identity threats, and anomalous activity across IT infrastructure, utilizing tools such as Microsoft Defender, Splunk, Abnormal Security, Cisco DUO, ExtraHop, and Infoblox; documented and escalated incidents through ServiceNow for timely remediation - Developed and refined security playbooks, including scenarios related to credential misuse and endpoint threats, improving Tier 1 response consistency and preparedness for evolving attack vectors - Collaborated with senior analysts to simulate threat scenarios, enhance detection logic, and support proactive defense initiatives based on real-time intelligence and emerging TTPs (tactics, techniques, and procedures) - Supported identity and access verification through DUO alerts and credential abuse investigations, while gaining hands-on exposure to operational technology (OT) environments.
- Operated cash registers efficiently to process transactions, including sales, returns, and online order pickups, ensuring accuracy and customer satisfaction. - Responded to customer phone inquiries by verifying inventory availability and placing merchandise on hold, ensuring prompt and personalized service. - Delivered exceptional customer service across multiple departments, including Men's and Women's, by assisting with product selection and resolving inquiries. - Facilitated OMNI operations by managing online order returns and processing pickups, contributing to seamless customer experiences. - Performed fulfillment tasks such as locating merchandise, picking orders, and packing items for online customers, meeting tight deadlines and quality standards. - Maintained a well-organized and visually appealing sales floor by restocking merchandise, arranging displays, and monitoring inventory levels. - Adapted quickly to various roles and departments to meet operational needs, demonstrating versatility and a strong team-oriented mindset. - Collaborated with team members to ensure store operations ran smoothly during peak hours, achieving sales goals and enhancing customer engagement.