Citlali Lali Sanchez
Luling,TX
Summary
Detail-oriented technical support engineer with expertise in resolving complex technical issues and enhancing network security. Proficient in configuring security policies and maintaining client relationships to ensure project success and customer satisfaction.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Senior Technical Support Engineer
ForeScout Technologies
Dallas, TX
02.2022 - Current
- Configured and maintained ForeScout CounterACT appliances to identify, classify, and secure physical and virtual endpoints across enterprise segments.
- Resolved tier-2 and tier-3 support tickets related to ForeScout policy evaluation failures, plugin sync errors, and integration drops with firewalls and SIEM tools.
- Implemented cybersecurity products to secure hosts across the network
- Researched IT security issues & solutions & presenting ideas in a business-friendly
- Created information security documentation and established best practices
- Planned, developed, and created technical support policies and procedures
- Scheduling and providing technical training of CounterACT product
- Demonstrated effective communication skills to address customer inquiries professionally. with ability to use it effectively, and be able to respond professionally to customers' queries.
- Provide proactive communication to clients, account manager and project managers
Technical Support Engineer
ForeScout Technologies
Dallas, TX
02.2018 - 02.2022
- Familiarize with different versions of CounterACT - CTv7, CTv8, CTv8.1, CTv8.2, CTv8.3, CTv8.4
- To provide better support for customers, have designed an internal lab for the company using VMWare ESXI 6.7, RAID 5 redundancy, along with several virtual machines, such as VyOS, CENTOS 6, CENTOS 7, Red Hat 7, Windows 2008 Server, Windows 7, and Windows 10
- Built a private internal network, with Active Directory, DNS, Certificates, SNMP Monitoring tools etc.
- Expert knowledge of network fundamentals and server/computer hardware and software
- Research client's issue in a timely manner and follow up with the customer with recommendations and action plans
- Log and track issues within SalesForce CRM solution including research, customer communication, and updates as the problems are being worked
- Utilize previously acquired technical experience to become actively involved in day-to-day technology team to meet schedules and resolve problems
- Execute basic scripts to increase the operational efficiency of the product
- Ability to analyze and solve problems using learned techniques and tools including escalation practices
IT Security Analysts
Online Strategies
Dallas, TX
09.2016 - 02.2018
- Perform the following daily, monthly, and quarterly review: Sentinel IPS, Cylance Anti-Virus, Barracuda WAF, OSSEC, and Splunk reports
- Identify and evaluate potential threats and vulnerabilities using Nexpose, vulnerability management software
- Create weekly badge reports using WinDSX to avoid any unauthorized access in our office
- Manage ADSelfService software to ensure only authorized users can modify their passwords
- Evaluate firewall configurations using Splunk ES and create tickets for any suspicious activities
- Develop various hardening guides, specifically for CentOS systems and other software
- Recommend appropriate solutions on how to fix vulnerabilities and other issues
Desktop Support Analyst
PFSWeb
Dallas, TX
06.2016 - 09.2016
- Documented procedures, standards, best practices configurations, settings, installation sequences and back-out instructions for PCI
- Created images using Microsoft System Center Configuration Manager for desktops and laptops
- Assisted PFSWeb employees with any hardware or software issues onsite or remotely on a daily basis
- Experienced in working in a 24x7 technical call centers with high volume of tickets
- Diagnosed and resolve complex tickets with my team in Dallas, Memphis, India, and Seattle to ensure that the site is back online
Associate IT Security Consultant
Coalfire Systems, Inc.
Dallas, TX
09.2015 - 06.2016
- Performed the following assessments: PCI-DSS Gap and ROC, HIPAA, HITRUST, and NACHA
- Supported Senior Consultants by associating with the client onsite to discuss general business processes
- Provided guidance to clients on how to conduct HIPAA and HITRUST policies and procedures
- Reviewed various samples, such as firewall and operating system (Windows and Linux) configurations
- Analyzed policies and procedures for administrative, physical, and technical safeguards to help clients to achieve PCI compliance
- Prepared PCI and HITRUST reports and delivered them on time for managers and clients to review
IT Technician
Barcom Technology Solutions
San Antonio, TX
05.2013 - 06.2015
- Performed hardware and software repairs including diagnosing, changing hard drives, memory, and formatting
- Created images using Symantec Ghost software for rapid computer installation
- Provided help desk support by fixing desktops, laptops, and servers issues onsite and remotely
- Administered different types of backup operations to ensure customers' data is recoverable
- Handled various virtual machines using VMware and Virtual Box software
- Working knowledge of Windows 2003, 2008, 2012, and Linux servers in installation and maintenance
- Acquainted with Windows server roles such as Active Directory, File Services, Application, DNS, and Windows Server Backups
- Monitored Ubuntu backup servers and created daily status reports for the team lead and the client
- Troubleshoot network settings to optimize performance and prevent issues to keep occurring
- Adept at using various security tools such as Wireshark, Network Miner, and Snort
- Generated professional reports for a specific customer to keep up to date with their inventory
- Experienced in one-to-one customer support to ensure quality service and satisfaction
IT Technician (Non-Paid Internship)
Baptist University of the Americas
San Antonio, TX
07.2012 - 05.2013
- Managed an Active Directory site, created user accounts and redirect the user's profile on the Server
- Hardware and software support on workstations or laptops
- Operated thin clients by using the ODDS Provisioning Services
- Microsoft Office 365 email account management
- Network account management, by configuring switches and routers
- Backup and restore operations for enterprise
Education
Certified Information Systems Security Professional Preparation Course -
The University of Texas at San Antonio (PACE)
04-2023
Certification training program for Cisco Certified Networking Technician and Red Hat Enterprise Linux 7 -
Rackspace Open Cloud Academy
07-2015
Bachelor of Business Administration - Information Systems & Infrastructure Assurance
The University of Texas at San Antonio
12-2013
Skills
- RHEL7
- Ubuntu
- Windows
- Networking
- Linux
- SFTP
- Apache
- CentOS
- Firewall
- OSI Model
- SSH
- DNS
- Spanish
Certification
- Cisco Certified Entry Network Technician (CCENT)
- Red Hat Certified System Administrator 124 & 134 (RHEL7)
- CompTIA Security + Certification (SY0-401)
- ForeScout Certified Administrator (FSCA CTv7)
Timeline
Senior Technical Support Engineer
ForeScout Technologies
02.2022 - Current
Technical Support Engineer
ForeScout Technologies
02.2018 - 02.2022
IT Security Analysts
Online Strategies
09.2016 - 02.2018
Desktop Support Analyst
PFSWeb
06.2016 - 09.2016
Associate IT Security Consultant
Coalfire Systems, Inc.
09.2015 - 06.2016
IT Technician
Barcom Technology Solutions
05.2013 - 06.2015
IT Technician (Non-Paid Internship)
Baptist University of the Americas
07.2012 - 05.2013
Certified Information Systems Security Professional Preparation Course -
The University of Texas at San Antonio (PACE)
Certification training program for Cisco Certified Networking Technician and Red Hat Enterprise Linux 7 -
Rackspace Open Cloud Academy
Bachelor of Business Administration - Information Systems & Infrastructure Assurance
The University of Texas at San Antonio