Customer Service Business Intelligence

Alejandro De Dios

Kent, WA ***** *****************@*****.*** 253-***-**** LinkedIn Profile

CORE COMPETENCIES

Business Intelligence Enterprise Security Security Incident Response Information Assurance IT Infrastructure Active Directory

Firewall Management Information Security Secure Coding Practices Network Devices Wireless Security Penetration Testing

Routine Maintenance Technical Documentation Group Meetings New Developments IT Security Clearance Gap Analysis

Network Configurations Network Connectivity Server Administration Ticketing Systems Computer Hardware New Trends

Technical Skills: Splunk, Autopsy, Linux, YAML, PowerShell, Ansible, Netmiko, Python, SQL, AWS, Azure, Kibana, Wireshark, Mantis

PROFESSIONAL EXPERIENCE

Support Engineer 2 Amazon - Seattle, WA July 2024 – June 2025

Identified and addressed vulnerabilities for Amazon clients, initiating remediation requests to ensure security compliance.

Delivered exceptional customer service by creating actionable remediation plans, including bulk completion strategies or exception requests when deadlines exceeded estimated completion dates.

Successfully reduced the vulnerability count by an average of 60% per week within assigned ownership groups.

Utilized SQL to extract and analyze data related to security issues in Shepherd, supporting informed decision-making and timely resolutions.

Pisces Cybersecurity Analyst Green River College - Auburn, WA Apr 2023 – June 2024

Responded to security incidents within the Security Operations Center by collaborating with Pisces to ensure effective resolution.

Served as an SOC analyst by overseeing the cybersecurity of local governments as part of advanced cyber defense coursework.

Analyzed network traffic using time-domain and signature-based analytics to identify potential threats and vulnerabilities.

Created incident reports and notified local government clients upon confirmation of security incidents, ensuring timely response.

Network Support Kent School District - Kent, WA Jun 2021 – Sep 2021

Delivered exceptional customer service through phone calls, emails, and in-person interactions while managing daily customer tickets, addressing network issues, and assisting in replacing networking equipment, including access points, switches, & routers.

Executed IDF/MDF cable management, documentation, & inventory to maintain organized and efficient network environments.

Deployed Cisco Meraki cloud network management to optimize performance and security through cloud-controlled solutions.

Performed installation, replacement, and troubleshooting of Cisco IP phones, enhancing communication infrastructure.

gained hands-on experience troubleshooting network cabling issues and using Fluke network testing tools to verify cable integrity. I worked collaboratively on cable management projects, supported hardware replacement, and resolved network connectivity issues—including wireless access points and VoIP (Voice over IP) phone systems.

RELEVANT EXPERIENCE

Penetration Testing Green River College - Auburn, WA Sep 2023 – Dec 2023

Employed IDS evasion techniques using Nmap decoy commands to gather critical network information without detection.

Executed advanced hacking techniques on web servers & applications, including SQL Injection, to identify security vulnerabilities.

Leveraged the Metasploit framework, including Armitage, to extract emails and perform vulnerability assessments.

CCNA Routing & Switches, Enterprise Green River College - Auburn, WA Jan 2023 – Apr 2023

Deployed OSPF on classroom routers and created extended Access Lists to function as firewalls to enhance network security.

Configured and managed NTP and SNMP and modified NAT to assign public addresses to host devices within private networks.

Conducted network mapping and device discovery using CDP to enhance and improve network topology understanding.

Ansible Project Green River College - Auburn, WA Apr 2023 – Jun 2023

Delivered simultaneous service updates to multiple machines using the YAML playbook to streamline maintenance processes.

Automated user and group management across various machines with Ansible, employing dedicated users script.

Developed basic Python programs, such as a password validation tool, to enhance and maximize security measures.

EDUCATION & CERTIFICATIONS

Bachelor of Applied Science, Information Technology, Green River College Auburn, WA (June 2024)

AWS Academy Cloud Operations, AWS Academy Graduate Seattle, WA (Apr 2024)

PISCES Cyber Analyst Professional, PISCES-INTIL Seattle, WA (Nov 2023)

Cisco Certified Support Technician Cybersecurity, Cisco Seattle, WA (June 2024)

Start using Wireshark to Hack like a Pro, Kevin Caldwell – Udemy Seattle, WA (June 2024)

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