Robert Richard Jaca

Infrastructure & Security Operations professional with 6+ years supporting mission-critical data centers, hybrid security environments, and enterprise IT systems. Strong execution across critical power/cooling, physical security, identity & access management, SIEM-based monitoring, and multi-layer OSI troubleshooting. Experienced in high-availability environments including DataBank's Santa Clara facility featuring N+1 power, N+1 cooling, and biometric security controls.

Adept at bridging physical-cyber operations, reducing downtime, strengthening access governance, and supporting SOC-aligned workflows.

Data Center Security & Operations Technician - DataBank - Santa Clara, CA

(2024-05)

Support critical-infrastructure operations, physical security, identity & access management, and multi-layer network troubleshooting within DataBank's SFO1 facility, which features N+1 power, N+1 cooling, and biometric security controls for high-availability workloads.

• Critical Infrastructure Protection — Secured the physical layer of mission-critical IT infrastructure by enforcing access control, validating identity workflows, and monitoring badge/CCTV activity across a high-availability data center.
• Cyber-Physical Threat Monitoring — Analyzed power, cooling, and environmental anomalies as potential indicators of tampering or unauthorized activity, escalating deviations through established security channels.
• Physical Security Controls — Performed perimeter checks, validated mantrap operations, and ensured compliance with SOC 2, ISO 27001, and internal physical security standards.
• Security-Aligned Infrastructure Oversight — Monitored BMS/EPMS telemetry (UPS, PDU, CRAC, humidity, temperature) as part of a cyber-physical threat surface, correlating environmental alerts with access logs and security events.
• Identity & Access Governance — Conducted badge audits, access reviews, and identity verification for employees, contractors, and vendors supporting critical infrastructure systems.
• Incident Response & Escalation — Triaged physical, environmental, and access-related alarms, escalating events that indicated potential compromise of critical systems or deviation from expected baselines.
• Zero-Trust Physical Layer — Applied zero-trust principles to physical access by validating identity, authorization, and purpose before granting entry to sensitive zones.
• Identity-to-Physical Correlation — Cross-referenced IAM/Entra ID events with physical access logs to support investigations and validate identity legitimacy during security incidents.
• Resolved Layer 1–3 issues including cabling faults, switchport errors, VLAN mismatches, and routing failures.
• Validated network segmentation by checking VLAN tags, trunk configurations, MAC tables, and ACL behavior.
• Analyzed packet flows to isolate DNS failures, DHCP conflicts, TCP handshake issues, and latency anomalies.
• Conducted IP reachability tests (ping, traceroute) to identify gateway failures, routing anomalies, and firewall blocks.
• Diagnosed TLS/SSL handshake failures, expired certificates, and encryption mismatches affecting secure application access.
• Performed HTTP/S validation, DNS checks, and application-level log review to confirm service availability.
• Processed 200+ monthly tickets across infrastructure, access, hardware, and network issues with consistent SLA adherence.
• Executed customer turn-ups by provisioning circuits, validating connectivity, assigning VLANs, and confirming end-to-end path integrity.
• Performed break/fix, cabling, server swaps, power validation, and hardware troubleshooting.

Desktop Support Analyst — L2 Proactive Monitoring - Bank of America

(2022-03 - 2023-08)

• Conducted proactive monitoring using Splunk dashboards to identify failing endpoints, degraded performance, and security anomalies.
• Performed Layer 1–4 troubleshooting across DNS, DHCP, VPN, MFA, SSO, routing, and endpoint connectivity.
• Executed PowerShell remediation to enforce compliance, automate fixes, and restore system health at scale.
• Used AOD/MSRA for remote diagnostics across software, hardware, and network issues.
• Managed high-volume queues in Remedy ITSM with SLA-aligned updates and documentation.
• Identified non-compliant endpoints, enforced hardening standards, and escalated suspicious activity to SOC teams.
• Resolved identity-related issues including AD permissions, MFA resets, and access failures.

Technical Support Specialist - Facebook/Meta (Accenture)

(2021-12 - 2022-03)

• Provided Tier 2 support for macOS/Windows in a high-security enterprise environment.
• Resolved VPN/Zscaler authentication and connectivity issues.
• Performed endpoint diagnostics, log review, and escalations for complex issues.
• Monitored critical infrastructure via BMS/EPMS and Niagara-based DCIM, including power, cooling, and environmental sensors.
• Triaged UPS, PDU, CRAC/CRAH, and static pressure alerts to maintain uptime.
• Documented rack elevations, power paths, and asset changes for audit-aligned DCIM workflows.
• Analyzed infrastructure health metrics to support capacity forecasting and preventive maintenance.

SOC / Desktop Support Technician - CoreSite

(2021-03 - 2021-11)

• Performed multi-layer troubleshooting across physical, switching, and routing paths to restore customer connectivity.
• Provisioned cross-connects including fiber light-level validation and end-to-end path confirmation.
• Validated network segmentation (VLAN tagging, trunk behavior, MAC table consistency).
• Monitored CRAC/CRAH, UPS load, PDUs, and BMS alerts to maintain environmental reliability.
• Triaged network, power, and facility alarms with escalation to engineering teams.
• Supported customer deployments by validating IP assignments, port mappings, and service readiness.
• Enforced SOC2/ISO controls through visitor verification and audit logging.

Technical Client Service Representative - State of California

(2020-06 - 2021-03)

• Executed identity verification workflows in regulated environments.
• Performed secure account checks and triaged access discrepancies.

IT Help Desk Technician (Part-Time) - HGST / Western Digital

(2013-03 - 2018-11)

• Conducted SCCM imaging, diagnostics, and workstation provisioning.
• Supported enterprise hardware and OS troubleshooting for onsite and remote users.
• Ensured endpoint stability and compliance across diverse environments.

High School Diploma - Liberty High School