Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
References
Languages
Timeline
Generic
Alex De La Pena

Alex De La Pena

League City,Texas

Summary

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 -

San Jacinto College
Houston, TX
05.2007

Skills

  • Network Security
  • Cloud Architecture
  • Penetration Testing
  • Intrusion Detection
  • Risk Assessment
  • Security Compliance
  • Incident Response
  • Cyber Threat Intelligence
  • System Hardening
  • Vulnerability Management
  • Security Architecture
  • Digital Forensics
  • Threat Intelligence
  • Security Policy Implementation
  • Security Awareness Training
  • Security Monitoring
  • Firewall Management
  • Security risk analysis
  • Malware analysis
  • Forensic analysis
  • Security policy development
  • Encryption
  • SIEM Management
  • Ethical hacking
  • Information security compliance
  • Cybersecurity analysis
  • Security configuration
  • Cybersecurity awareness
  • Critical thinking
  • Linux
  • Security risk management
  • Data Encryption
  • Leadership
  • Strategic planning
  • Team management
  • Budget management
  • Project management
  • Negotiation
  • Problem-solving
  • Conflict resolution
  • Communication
  • Microsoft Azure
  • Python
  • C Programming Language
  • Team Coaching
  • Training and mentoring
  • Performance Analysis
  • Staff Development
  • Team Leadership
  • Presentation Skills
  • CRM Software

Certification

  • Subaru Senior Master Service Manager
  • ISC2 Security Candidate
  • CompTIA Security+
  • Rice University - EDX Cyber Security & Cloud Architecture Professional
  • Continuing Education Certifications: CEH Certified Ethical Hacker, GSEC GIAC Security Essentials Certification, ISC2 SSCP Systems Security Certified Practitioner, ISC2 CISSP Certified Information Systems Security Professional, ISACA - CISM Certified Information Security Manager, OSCP Offensive Security Certified Pentester, CIPP Certified Information Privacy Professional, EnCe Encase Certified Examiner, GIAC Penetration Tester, ISC2 Entry-Level Cyber Security

Languages

  • English, Fluent & Proficient
  • Spanish, Fluent & Proficient

References

  • Dr. James Meadows (Rice University Professor), dr.james.meadowsproton.me
  • Roger Reyna (Automotive Service Director), 713-557-6221
  • Dennis Bateman (Automotive Service Manager), 713-854-2217
  • Michelle Hinojosa (Sr. Insurance Agent - Allstate), 832-293-1389
  • 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 -

San Jacinto College
Alex De La Pena