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.
