Help Desk Security Specialist (CSIS CITI LATAM Command Center), October 2023 – Present
- First point of contact for employees that experience technical issues or seek assistance to resolve software, network or hardware issues.
- Collaborated with local and international teams to troubleshoot security threats.
- Monitored and implemented preventive and mitigation measures to ensure the safety and security of personnel, system and assets.
- Conducted investigations into security incidents, gathering and analyzing evidence to inform decision-making.
- Collaborated with cross-functional teams to develop and implement security management strategies.
- Communicated effectively with stakeholders at all levels to provide timely updates and recommendations
CISCO TAC Engineer (Cisco support engineer), 2021 – 2023
- Listen and identified the issue of a case for different type of severities and contacted the customer via phone, chat or email.
- Met the customer or stakeholder via live calls to troubleshoot the issue using different workarounds and tools.
- Managed multiple tickets at the same time and following up day by day for a proper and efficient resolutions.
- Analyzed and researched the information needed to resolve the customer issue accordingly.
- Customer service technical support (Apple Advisor), 2020-2021
- Troubleshoot and educated the customers about different technical issues on Apple devices to provide the adequate resolution.
- Collaborated and with seniors’ engineers about future references and feedbacks to improve the product.
