Cyber Security Customer Service
Resume:
Eduardo Cervantes
***********.****@*****.***
https://www.linkedin.com/in/eddycervantes/
Introduction
IT professional with over 8 years of high-level technical support, application management, and excellent customer service experience in search of a long-term opportunity where I can continue to learn new skills and further my career.
Work Experience:
AZ-CCTV Security
IT Manager 07/2024 – 10/2024
Provides customers with consultations for business systems and network hardening based on end-user requirements such as installing firewall, blocking access, ports or setting user/account permissions.
Establishes risk management standards and policies for adherence purposes to follow through with incident response and facilitate IT recovery services and remediation.
Develops and maintains training materials and end-user manuals.
Performs device and consumable reviews for purchasing.
Veeam Software
Systems Engineer 11/2021 - 06/2024
Resolved over 1800 ServiceNow VBR cases, achieving high customer satisfaction.
Implemented backup solutions for transactional applications: Microsoft Active Directory, Microsoft SQL Server, Microsoft SharePoint, Microsoft Exchange, Oracle, PostgreSQL.
Optimized VBR environments (using Windows + Linux) for vendor SLA compliance by designing and building VBR lab environments, leveraging PowerShell, VeeamBackup SQL and PostgreSQL DB queries.
Developed automation scripts to streamline reporting.
Apex Systems
Technology Consultant 06/2021 - 11/2021
Provided exceptional customer support and resolved complex issues.
Rapidly acquired expertise in Veeam Backup & Replication.
Streamlined Salesforce backlog through root cause analysis and solution implementation.
Transitioned to full-time role at Veeam Software due to outstanding performance.
Apex Systems
Systems Administrator 12/2019 - 05/2021
Provided systems administration support for Charles Schwab ADFS environment.
Collaborated with technical teams to secure Active Directory with PAM, certificates services.
Helped setup Citrix VDI desktops and applications for virtual remote access during Covid by creating VMs and performing user/account provisioning with appropriate permissions.
Approved and rejected SSL certificate rotations in Venafi for Charles Schwab web applications.
Secured Alliance
Infrastructure Engineer 07/2019 - 12/2019
Implemented IaaS and managed a couple Developers as an Azure Global Admin for a cloud-only startup using Windows/Linux servers (RHEL) to host applications and websites.
Successfully deployed and configured Azure Site-to-Site VPN.
Optimized cloud costs by 80% through resource consolidation and optimization.
Automated infrastructure provisioning using ARM templates.
BASIS.ed
Systems Administrator 09/2018 - 07/2019
Managed over 100 Windows/Linux VMs running applications on a bare-metal hypervisor.
Administered Active Directory for user/computer/account management, and automated new user AD creation using PowerShell scripts.
Maintained HPE ProLiant Servers, workstations, VoIP equipment, and analog services.
Certifications:
ISC2 CC (Certified in Cybersecurity) Candidate 2024
Education:
HS Diploma
South Mountain High School SMHS, Phoenix, AZ 2009 – 2010
Key Achievements:
Successfully implemented and managed complex infrastructure environments.
Optimized cloud costs and improved system performance.
Resolved critical issues and ensured high availability.
Collaborated effectively with cross-functional teams.
Demonstrated strong problem-solving, troubleshooting, and communication skills.
Other Experience:
BASIS.ed
Technology Coordinator 07/2017 - 08/2018
BEPC Inc.
Deployment Analyst 06/2016 - 12/2016
University of Phoenix
Level 1 Technician 11/2014 - 05/2016
Technical Skills:
Systems Administration: Windows Server, Linux Distributions, Active Directory, Group Policy, Open-Source Products, PowerShell, Bash
Virtualization: VMware, Hyper-V, Citrix
Networking: OSI Framework, Monitoring, Cisco, S2S VPN, Firewalls (OPNsense, Fortinet, DNS, routing protocols)
Storage: SAN, NAS, Cloud storage (Azure Blob Storage, Backblaze), Certificate Services
Data backup and recovery solutions: Veeam, Microsoft Azure Recovery Service, SQL Server, Oracle, SharePoint
Technical Support and ITSM Framework
Security: Incident Response, Access Control (Identity Management/PAM/AD Group Permissions), Reporting, Technical Documentation, Technical Trainings
Web Servers: Nginx, IIS, Tools: Windows Task Scheduler, PRTG Network Monitor, MDT, Dell Storage Resource Manager, Microsoft Azure Storage Explorer
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