Certified Cyber Security Professional with 21+ years of experience in the Automotive Industry as a Service Manager. Known for leadership, coaching, and expertise in Cyber Security & Cloud Architecture. Strong believer in strict Policies, Procedures, and Processes.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Service Director
Subaru of Clear Lake
Houston, Texas
11.2015 - 07.2024
Attained 9 years' experience managing a team of customer service representatives in a fast-paced environment
Implemented customer service strategies to improve customer satisfaction and retention
Proven track record of exceeding performance targets and KPIs in a customer service role
Experience with developing training programs for customer service teams to enhance skills and performance.
Strong background in analyzing customer feedback to identify areas for improvement
Ability to effectively handle customer escalations and resolve issues in a timely manner
Proficiency in CRM systems and Service DMS systems
Reynolds & Reynolds, ERA-Ignite, UCS, CDK.
Excellent communication and with a focus on building strong customer relationships.
Service Department started at $165,000 in Labor Gross in 2018. Once our process & procedures were implemented we increased over 100% to over $350,000 Labor Gross.
Managed 18 Technicians, 7 Service Advisors, and 5 Parts Department personnel.
Parts department increased from $120,000 to $205,000 within that time of employment.
Service Consultant
BMW Midtown
Houston, Texas
07.2014 - 11.2015
Implemented customer service strategies to improve customer satisfaction and retention
Experience with developing training programs for customer service teams to enhance skills and performance
Strong background in analyzing customer feedback to identify areas for improvement
Excellent communication with a focus on building strong customer relationships
Ability to effectively handle customer escalations and resolve issues in a timely manner
Proficiency in CRM systems and Service DMS Systems
Reynolds & Reynolds, ERA-Ignite, UCS, CDK.
Service Manager
Volkswagen of Clear Lake & Momentum Volkswagen
Houston, Texas
05.2006 - 07.2014
Pioneered and Managed a team of customer service representatives in a fast-paced retail environment
Initiated and spearheaded new training programs to improve employee performance and retention
Introduced and Developed strong relationships with key clients to drive business growth
Performed regular performance evaluations and provided constructive feedback to team members.
Managed a Team of 17 Technicians, 6 Service Advisors. Growth of Service Department went from $189,000 in Labor Gross to over $400,000.
Service Consultant
Sterling McCall Toyota
Houston, Texas
11.2003 - 05.2006
Excellent communication skills demonstrated through resolving customer complaints and inquiries
Demonstrated ability to upsell products and services, resulting in increased revenue
Designed and Implemented for training new employees on company policies and procedures
Modernized and Collaborated with cross-functional teams to improve customer satisfaction and retention
Adapted quickly to changing environments and prioritized tasks effectively to meet deadlines.
Education
Cyber Security & Cloud Architecture, Cyber Security 101, GRC - Governance, Risk, And Compliance, Terminal, BASH, And (CMD) Command Line - Scripting, Linux SysAdmin Fundamentals, Archiving & Logging Data Using "tar", "chron", Linux Log Management & Auditing Using "journalctl", "logrotate", And "auditd"., Bash Scripting And Programming, Windows Administration And Hardening - Power Shell Scripting | Windows Active Directory Domain Services, Network Fundamentals - Intro. To Network | Understanding Ports, Protocols, And The OSI Model, Wireshark - To Visualize And Analyze ARP Activity, Including ARP Spoofing., Attacks, Threats, And Vulnerabilities, Architecture And Design, Implementation, Networking Fundamentals II And CTF, Email Networks And Security, IPs And Routing, Cryptography, Asymmetric Encryption And Hashing, Applied Cryptography And Cryptographic Attacks, Network & Security, Firewalls And Network Security, Intrusion Detection, Snort, And Network Security Monitoring, Enterprise Security Management (ESM), Web Development, HTTP With Sessions And Cookies, Microservices And Web Application Architecture, Cloud Security And Virtualization, Cloud Computing, Cloud Systems Management, Load Balancing And Redundancy, Testing Redundant Systems, Microsoft Azure Cloud Services And The Azure Cloud Portal, Incident Response Procedures, Web Vulnerabilities And Hardening, Identify And Differentiate Between SQL And XSS Injection Vulnerabilities., Differentiate Between Front-end And Back-end Component Vulnerabilities., Configure Burp Suite And Foxy Proxy To Capture And Analyze An HTTP Request., Conduct A Brute Force Attack Against A Web Application Login Page With The Burp Intruder Function., Pen Testing And OSINT, Use Shodan And Recon-ng To Discover Domain Server Information., Understand What Command And Control (C2) Is And How It Fits Into A Penetration Tester's Toolkit, Use Metasploit To Automate Exploitation, Perform Post-exploitation Tasks, Such As Gathering Password Hashes., Explain How Password Crackers Work And Perform Password Cracking., Windows And Linux Penetration Testing, Windows Exploitation, Privilege Escalation, And Credential Access, Windows Persistence, Lateral Movement, Credential Access, And Review, SIEM - Security Information And Event Management, Splunk, Splunk Dashboards And Visualizations, Digital Forensics Use Linux Autopsy, CompTIA Security+, Python And C Language - Cyber Security & Cloud Architecture, Cyber Securit
Rice University - EDX
Houston, TX
02.2024
Basics of Clinical Psychology, Child Behavior, Business Administration, Building a Business, Foundations of Business -
Michael Holmes (IT Security Analyst), 346-287-6475
Gabriel Montague (Cyber Security Professional), 713-438-5681
Mike Mynatt (General Manager), 832-474-1999
Christopher Ryan (Cyber Security Professional), 480-207-8454
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Service Director
Subaru of Clear Lake
11.2015 - 07.2024
Service Consultant
BMW Midtown
07.2014 - 11.2015
Service Manager
Volkswagen of Clear Lake & Momentum Volkswagen
05.2006 - 07.2014
Service Consultant
Sterling McCall Toyota
11.2003 - 05.2006
Cyber Security & Cloud Architecture, Cyber Security 101, GRC - Governance, Risk, And Compliance, Terminal, BASH, And (CMD) Command Line - Scripting, Linux SysAdmin Fundamentals, Archiving & Logging Data Using "tar", "chron", Linux Log Management & Auditing Using "journalctl", "logrotate", And "auditd"., Bash Scripting And Programming, Windows Administration And Hardening - Power Shell Scripting | Windows Active Directory Domain Services, Network Fundamentals - Intro. To Network | Understanding Ports, Protocols, And The OSI Model, Wireshark - To Visualize And Analyze ARP Activity, Including ARP Spoofing., Attacks, Threats, And Vulnerabilities, Architecture And Design, Implementation, Networking Fundamentals II And CTF, Email Networks And Security, IPs And Routing, Cryptography, Asymmetric Encryption And Hashing, Applied Cryptography And Cryptographic Attacks, Network & Security, Firewalls And Network Security, Intrusion Detection, Snort, And Network Security Monitoring, Enterprise Security Management (ESM), Web Development, HTTP With Sessions And Cookies, Microservices And Web Application Architecture, Cloud Security And Virtualization, Cloud Computing, Cloud Systems Management, Load Balancing And Redundancy, Testing Redundant Systems, Microsoft Azure Cloud Services And The Azure Cloud Portal, Incident Response Procedures, Web Vulnerabilities And Hardening, Identify And Differentiate Between SQL And XSS Injection Vulnerabilities., Differentiate Between Front-end And Back-end Component Vulnerabilities., Configure Burp Suite And Foxy Proxy To Capture And Analyze An HTTP Request., Conduct A Brute Force Attack Against A Web Application Login Page With The Burp Intruder Function., Pen Testing And OSINT, Use Shodan And Recon-ng To Discover Domain Server Information., Understand What Command And Control (C2) Is And How It Fits Into A Penetration Tester's Toolkit, Use Metasploit To Automate Exploitation, Perform Post-exploitation Tasks, Such As Gathering Password Hashes., Explain How Password Crackers Work And Perform Password Cracking., Windows And Linux Penetration Testing, Windows Exploitation, Privilege Escalation, And Credential Access, Windows Persistence, Lateral Movement, Credential Access, And Review, SIEM - Security Information And Event Management, Splunk, Splunk Dashboards And Visualizations, Digital Forensics Use Linux Autopsy, CompTIA Security+, Python And C Language - Cyber Security & Cloud Architecture, Cyber Securit
Rice University - EDX
Basics of Clinical Psychology, Child Behavior, Business Administration, Building a Business, Foundations of Business -