SUMMARY:

• Ability to train and give ownership to employees to achieve and exceed service standard and quality standards.
• Strong organization skills.
• Project planning, Budget preparation.
• Analytical Technical Engineer adept at resolving complex environment issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards.
• Technical Engineer with more than 6 years in technical and customer support roles. Effectively identifies problems using advanced troubleshooting skills.
• Seeking to benefit an IT Department with complex technical knowledge and strong leadership skills.
• Background in IT, project management and technical support. Successful at driving leadership and productivity results.
• As an analyst, responsible to configure alarm templates, monitor all Confidential Intrusion systems alarms generated and Network Access Control appliances. Controlling all real - time data, troubleshooting all the suspicious traffic coming and also creating ignore rules as false positives as alarms were analyzed. Patching/Updating NSM updates and Signatures along with the callback detectors.
• Responsible for analyzing all the alarms and to investigate all traffics and security attacks in the company. Perform High Risk Level and help the Engineering Team with Data Sources implementation and Correlation Rules.
• As an Intelligence gather, perform a 24/7 monitoring on all the Latest Cyber Threats happening around the globe. Along with that, help the company by performing investigation on malicious IPs, Domains, Type Squatting and Malwares.
• Responsible to help the Security Team to perform security scans on which would validate how exposure the company was on various vulnerabilities. From using Metasploit all the way to Sparta, I would help as well by running Red Team mission against the environment and Security tools. Also helped by running scans on PCI environments. Also research in the Deep/Dark Web was part of our missions.
• Creating scan templates and schedule scans to validate the exposure the company had against latest/oldest vulnerabilities. Also helped by running scans on PCI environments.
• Worked with ePO 4.x to the newest one, deploying Point Products to customers (all LATAM region) and also planning on the architecture part, helping them to maintain their environment updated using the Master Repository tasks, creating and making specific Queries and Reports for important Audits. Also able to set up policies and synchronize machines with their Active Directory system, bringing them to System Tree and applying Client Tasks and agents to be able to have their systems managed. Helping to build configurations for big environments using Agent Handlers to avoid bad bandwidth and also creating Distributed Repositories on places that cannot reach main ePO Server.
• Help customer to make installation from ePO or Standalone. Helped on configurations to avoid high CPU spike, helping also to create and perform exclusions from file/folders that could probably cause CPU spike. Working with latest engine and also DAT/AMCore to avoid infections. Applying ExtraDAT sent by Confidential Lab locally and via ePO to clean a known virus. Generating Reports on ePO for latest malwares.
• Using Access Protection to be able to discover why an emails are being block or an application from running.
• Deploying them via ePO or making a Standalone disk executable for users that are not from the domain. Able to identify fatal errors on desktop and laptop machines. Configuration from ePO, sending tasks to active encryption and get Hard Disk encrypted and secure. Also able to perform a recovery (user or Admin) using EETECH, DETECH, WinPe and SafeBoot. All from EEPC 5.x to Drive Encryption newest version. Also able to deploy EEPC Agent to machine and also able to use the EEGO, to identify issues with hardware before encrypting a disk. Able to analyze MFEEPE.log and identify causes of inactive machines. Identify users and assign them via ePO. Normally uses LDAP synchronization and task from ePO.
• Use all resources and tools to be able to identify latest Malwares out there. GMER, Virus Total, MAfee Intelligent Threat, BETADAT, Stinger, Rootkit tool and GetSusp are tools that I use on the daily basis to be able to identify virus. Applying ExtraDAT sent by Confidential Lab locally and via Epo to clean a known virus. Generating Reports on ePO for latest malwares.
• Deploying via ePO and remediating the product along with their usage for PCI compliance applications and also POS systems. Remediating issues with corrupted inventories and helping the company to whitelist applications by the hash or by the path.

PROFESSIONAL EXPERIENCE:

Confidential, Plano, TX

Security Analyst

Responsibilities:

• Performing implementation, operational support, administration surrounding the Process supporting the business for End-User Enabled Security technologies/initiatives specifically on Confidential products.
• Understanding the End-user AV technologies, complete understanding of Confidential AV policies, their strengths, weakness and applicable usages.
• Able to identify Infrastructure Security Domain mainly on technologies Confidential AV Products along with Phishing, Syslog Technology and Cyber Security Threat Intelligent.
• Operate on almost all components of Confidential (ePO, ENS, MDE, SolidCore, GTI Proxy, SIEM, NSM)
• Responsible to create all Intelligence Reports based on latest Cyber Threats. After that, working with each Team to ensure patches/ fix is properly applied.
• Use Kali Linux as one of my technologies. Responsible to help the Security Team to perform security scans on which would validate how exposure the company was on various vulnerabilities. From using Metasploit all the way to Sparta, I would help as well by running Red Team mission against the environment and Security tools. Also helped by running scans on PCI environments. Also research in the Deep/Dark Web was part of our missions.
• Use Recorded Future to gather Intelligent, perform a 24/7 monitoring on all the Latest Cyber Threats happening around the globe. Along with that, help the company by performing investigation on malicious IPs, Domains, Type Squatting and Malwares.
• Responsible for using CVSS Scores along with latest Cyber alerts to create an understandable and security mechanism to validate risk analysis, helping other Teams to patch/fix vulnerabilities on which brings the environment exposed to critical threats.
• As an analyst, responsible to configure alarm templates, monitor all Confidential Intrusion systems alarms generated and Network Access Control appliances. Controlling all real-time data, troubleshooting all the suspicious traffic coming and also creating ignore rules as false positives as alarms were analyzed. Patching/Updating NSM updates and Signatures along with the callback detectors.
• Use of Rapid 7 (Nexpose) to create scan templates and schedule scans to validate the exposure the company had against latest/oldest vulnerabilities. Also helped by running scans on PCI environments.
• Use of Confidential SIEM. Responsible for analyzing all the alarms and to investigate all traffics and security attacks in the company. Perform High Risk Level and help the Engineering Team with Data Sources implementation and Correlation Rules
• Provide operational support during Out of Office hours in case of Severity Issues.
• Provide excellent customer handling skills along with extensive hands on skills in defining and creating operational/procedure documents.
• Work on ITIL processes like Incident management, Problem Management, Configuration management and Change Management processes.
• Excellent Customer Management skills.
• Perform SOC Remediation
• Creation of CRQs and plan them according to Target dates.
• Perform creation of design documentations
• Managing offshore team and onsite team.

Confidential, Plano, TX

I.T Senior Analyst

Responsibilities:

• Performing implementation, operational support, administration surrounding the Process supporting the business for End-User Enabled Security technologies/initiatives specifically on Confidential Anti-Virus, DLP, SolidCore, ePO, Malware and other Confidential Products.
• Understanding the End-user AV technologies, complete understanding of Confidential AV policies, their strengths, weakness and applicable usages.
• Able to identify Infrastructure Security Domain mainly on technologies Confidential AV Products along with Phishing, Syslog Technology.
• Operate on almost all components of Confidential (VSE, HIPS, MDE, SolidCore, GTI Proxy, Move)
• Configure various Confidential general product policies and perform Advanced trouble shooting skills and identify the severity of the issue. Also resolving issues quickly to account/customer satisfaction and Prepare RCA. High Severity Incident Analysis, Incident trend report, creation of new policies and Reports.
• Report Configuration and Generation (On Demand, Scheduled) from DLP Console(s) and basic SQL and DB Query procedures
• Understanding of Backing-up the DLP Tool configuration, Data, Health Check of DLP.
• Provide operational support during Out of Office hours in case of Severity Issues.
• Provide excellent customer handling skills along with extensive hands on skills in defining and creating operational/procedure documents.
• Work on ITIL processes like Incident management, Problem Management, Configuration management and Change Management processes.
• Excellent Customer Management skills.
• Perform SOC Remediation
• Creation of CRQs and plan them according to Target dates.
• Perform creation of design documentations
• Managing offshore team and onsite team

Confidential, Plano, TX

Senior Project Engineer

Responsibilities:

• Install, update, operate, and maintain Confidential Anti-Virus Server Essentials protection Software on all data center server used to deliver or support the Services.
• Checking that virus definitions and scan engines are at latest levels on all Server endpoints in-scope from the Confidential AV console
• Monitoring of Confidential server resources - CPU and Memory
• Raise alerts to Server Teams in case of high resource utilization and follow Problem/Incident management path
• Add, modify and remove policies as required on the Confidential servers
• Deployment of agents from Confidential Anti-Virus Management console
• Virus outbreak management
• Respond to malware incidents
• Build Design Documentations for implementation
• Create Architecture requirements for Project

Confidential, Plano, TX

Team Lead- Gold Support LTAM

Responsibilities:

• Managing Avaya queues - Avaya CMS Supervisor
• Ensuring all engineers have the skill set to best help the customers in each queue.
• Managing time-to-reach & time-in-call.
• Mentoring Tier I engineers on processes and procedures, as well as troubleshooting techniques.
• Querying customer portals for cases opened by our customers.
• Daily perform Case reassignment & Case Load-Balance.
• Ensuring that CSAT (Customer Satisfaction) scores stay high and customer's feedback is positive.
• Assisting management in monitoring team performance daily.
• Case scrub/bash to ensure engineers efficiency and data integrity.
• Perform Technical Interviews with candidates Frontline Engineering positions.
• Detect trends in the queues.
• Train engineers in the technical areas needed.

Confidential, Plano, TX

LTAM Tier 1 Gold Support

Responsibilities:

• Properly document issues, troubleshooting, resolutions, escalation processes for each of the customer's issues.
• Keep customers completely updated on the support progress, as it develops. Customer must be notified daily exceeding the SLA's expectations.
• Developing great relationships with customers and Confidential Partners, thus enabling Support to swiftly obtain all the needed information and resources in order to better troubleshoot the issues.
• Interact and liaise with Tier II support daily speeding the issue analysis process, as well as consulting with Tier III for bugs and development issues.
• Creating knowledge articles to better inform the engineers in future instances.
• Maintaining a lab environment with a roster of supported products (around 50+) for daily references, testing concepts and continuous learning.
• Working under Work Force Management (WFM), and adhering to its call-center style schedules.
• Supporting ePO, everything from creating tasks, creating events, assigning users, updating Master Repository, deploying products to client machines, synching user from customer’s Active Directory, generate reports for customer, Rogue System detection, Agent Handler configuration, Distributed repositories and Super agents.