Operations Lead

David Holt

Washington, D.C.415-***-****

www.linkedin.com/in/david-holtdc *****.******@*****.***

Professional Summary

Security-focused operations professional with CompTIA Security+, Network+, A+, and ITIL 4 Foundation certifications, bringing hands-on experience supporting multi-region platform operations and high-volume workflows. Proven ability to resolve escalated issues, analyze ticket data, and collaborate cross-functionally with engineering teams to improve system performance and reduce recurring incidents. Experienced in KPI tracking, incident documentation, and process optimization within regulated environments. Seeking a SOC Analyst I or Security Operations role in the Washington, DC, and DMV area. Certifications & Frameworks

CompTIA Security+ • CompTIA Network+ • CompTIA A+ • ITIL® 4 Foundation Technical Skills

Security & Operations:

SOC Fundamentals • Incident Triage & Escalation • Log & Ticket Analysis • Risk Identification • Vulnerability Awareness • Incident Management (ITIL) Networking & Systems:

VLAN • TCP/IP • DNS • DHCP • Subnetting • Network Security Fundamentals • Windows & Linux

(Foundational) • Access Control

Tools & Platforms:

Wire Shark • Splunk • HubSpot • Jira • Process Documentation • SOP Development Professional Experience

Operations & Logistics Lead

LibDib March 2021 – Present Remote

● Scaled operations across Colorado and Washington, DC, growing from a single supplier model to managing dozens of suppliers, including 7–10 high-volume accounts per market, significantly expanding regional capacity

● Improved onboarding, training, and issue resolution efficiency by serving as a primary liaison to supplier sales teams, strengthening performance and reducing friction

● Reduced recurring platform issues and accelerated resolution times by analyzing HubSpot ticket data and driving structured escalations to engineering via Jira

● Enhanced operational performance and visibility by tracking KPIs (turnaround time, ticket volume, issue trends) and identifying opportunities for continuous improvement

● Streamlined workflows and improved system efficiency by partnering with engineering to implement automation and process enhancements

● Ensured operational continuity during restructuring and high-volume demand shifts, maintaining consistent service delivery across two markets Relevant Security & Operations Experience

Bank of America Reilly Financial Advisors Oro Salon 2012–2020 Multiple roles across platform operations and client-facing environments

● Resolved escalated operational and account issues, applying structured troubleshooting and escalation protocols to reduce resolution time

● Analyzed ticket data and system logs to identify recurring issues, contributing to process improvements and system reliability

● Collaborated with engineering teams to escalate incidents, document findings, and support platform enhancements

● Tracked and reported KPIs including ticket volume, turnaround time, and issue trends to improve operational performance

● Maintained audit-ready documentation and ensured compliance when handling sensitive client and system data

● Supported high-volume, multi-region operations, maintaining service continuity and performance standards

Education

Bachelor of Science (BS),Cybersecurity and InformationAssurance Western Governors University (In Progress – Graduation 2027)

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