IT Security Operations Analyst January 2023– January 2024

Citibank - New York, NY

• Conducted comprehensive research and analysis on Citi's external customer password requirements, resulting in the implementation of robust security measures and an enhanced customer experience.
• Spearheaded the optimization of Identity Access Management, Multi-factor Authentication & Suspicious Activity Monitoring procedures, significantly fortifying the organization's cyber defense capabilities and ensuring compliance with industry best practices.
• Collaborated closely with application owners to define stringent MFA requirements, playing a pivotal role in ensuring FFIEC compliance across all internal applications, thus bolstering the company's security posture.
• Successfully established a centralized repository for MFA compliance documentation, streamlining audit processes and facilitating quick access to critical records, ultimately contributing to seamless regulatory compliance.
• Leveraged advanced skills in XML-based report creation and SQL queries using IBM Cognos to generate actionable insights from complex data sets, empowering data-driven decision-making for the MFA assessment team.
• Played a key role in the development and deployment of a cutting-edge internal authentication inventory application via Jira stories, improving overall operational efficiency and enhancing the organization's ability to respond to security incidents effectively.

Network Analyst / IT Support SpecialistOctober 2020 – January 2023

Pathways Youth & Family Services - San Antonio, TX

• Notable projects completed: Implementing Cisco Umbrella content and geo-filtering, implementing RADIUS authentication with Active Directory, moved all users to the Vonage Business Communications VoIP system, implemented network segmentation through VLANs for on-site guest networks, and implemented site-to-site VPNs with Cisco Firepower 1010 firewalls in a mesh- grid.
• Developed PowerShell scripts to resolve multiple issues, maintained site backups via Synology NAS and PowerShell scripting, regularly tested MTTR for on-premise and off-premise servers, regularly updated company website’s HTML/CSS.
• Administrated the cloud-based email for the entire organization with Google Workspace, included managing group permissions, base user roles and permissions, archival and backups (Google Takeout), TXT and MX records, and email security settings like mail filtering, quarantine rules, and spam/phishing rules.
• Developed the IT security training curriculum for our employees, as well as created a new knowledge base for IT technicians.
• Assisted with PC and laptop repair, mainly HP devices, resolved issues with various software used by the company, including Google Meet, Zoom, and other videoconference solutions, as well as assisted with the maintenance of a BYOD mobile device system and the issues revolving around Vonage Business VoIP and GMail clients on both iPhone and Android devices.
• Supported and maintained 13 office locations and network infrastructure, including Netgear switches, Cisco ASA/Firepower 1010 firewalls, Windows 2012, 2016, 2019, and 2022 Servers, and Ubiquiti Unifi and Cisco Meraki access points.
• Installed IP camera systems and wireless solutions in multiple locations, saving company ~4% of its yearly expenditures in costs for potential contractor work.

Desktop Support Technician June 2018 – September 2020

Daemon Systems, LLC - San Antonio, TX

• Managed IT equipment inventory, roughly 200+ laptops for one company.
• Diagnosed and resolved both hardware and software issues both in-shop and on-site as an MSP technician.
• Managed Barracuda ESS mail filtering, inbound and outbound rules, whitelists, and blacklists.
• Implemented new VPN solutions for 12 different companies as they shifted to WFH during the peak of the 2020 Covid pandemic via Debian-based Untangle firewalls.
• Performed duties with the upgrade, replacement, maintenance, repair, and installation of laptops and desktops.
• Performed scans on PCs ensuring network devices are 100% compliant with latest security patches.
• Troubleshot Windows 10, 7, and XP and performed data backup, restore, and wipe and reload of Windows distros.
• Diagnosed and resolved both hardware and software issues, as an MSP technician and server backup verification.

IT Intern – Desktop Support August 2017 – December 2017

SWBC – San Antonio, TX

• Outside of help desk experience, worked with Avaya Site Administration for PBX and VoIP phone systems.
• Tasked with completing a large backlog of MACD/EMAC tickets and active Directory administration.
• Experienced with SCCM (System Center 2012 R2 Configuration Manager) Admin and VMware vSphere Client.