It Support Incident Response

March ****- Present

Calbert Ramelo Collins

*** ****** ****** ****, ******** NY, 11212

347-***-**** • **************@*****.***

PROFESSIONAL SUMMARY

CompTIA CySA+ certified IT and cybersecurity professional with 3+ years of hands-on IT support experience, including enterprise service at JPMorgan Chase and Goldman Sachs. Skilled in security monitoring, incident response, and endpoint support. Proven ability to troubleshoot hardware/software, manage Active Directory, and assist with SIEM and log analysis. Seeking to leverage both technical and security experience in a full-time IT Support or Cybersecurity Analyst role.

SKILLS & TOOLS

Cybersecurity: SIEM (Splunk, Microsoft Sentinel), Threat Detection, Log Analysis, Incident Response, Endpoint Security

Systems & Support: Active Directory, Group Policy, Windows, Linux, macOS, Office 365, ServiceNow, Chekhub

Networking & Infrastructure: Cisco Meraki, DHCP, DNS, LAN/WAN, VMware, VirtualBox

Scripting & Tools: PowerShell, Python, Bash, Wireshark, Google Workspace Hardware: Lenovo & HP VDI setups, printers, barcode scanners, Dell/HP peripherals

CERTIFICATIONS

CompTIA CySA+ (Earned 2024)

NDG Linux Unhatched Certificate

PROFESSIONAL EXPERIENCE

IT Help Desk Technician

USEReady (Subcontracted for JPMorgan Chase & Goldman Sachs) Provided daily IT support for enterprise users across NYC offices Resolved hardware/software issues using Chekhub ticketing system Set up and deployed Lenovo/HP VDIs, Dell monitors, and peripherals Supported network troubleshooting and escalated incidents to cybersecurity teams

Assisted with SIEM log analysis and managed user access via Active June 2022 – October 2023

Jun 2018 – Jan 2019

Directory

POS & Tech Support Associate

Fairway Red Hook

Maintained POS terminals and provided first-level support for barcode scanners and payment systems

Managed inventory accuracy using Katana and Ordoro Collaborated with IT to escalate and resolve in-store tech issues Warehouse Tech Support Associate

Amazon Fulfillment Center (MCO5)

Provided tech support for handheld scanners, label printers, and warehouse management systems

Diagnosed and escalated hardware/software failures for logistics devices Ensured inventory accuracy through RF scanner systems EDUCATION & TRAINING

Cybersecurity Analyst Course – Per Scholas, Brooklyn • Focused on incident response, threat analysis, and security tools • Hands-on experience with SIEM platforms and log correlation

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