Angel Esquilin
Orlando,FL
Summary
Detail-oriented cybersecurity professional dedicated to protecting organizations and the people they serve. Knowledgeable about NIST framework and able to implement security controls to ensure compliance with international regulations related to data protection. Experience with identifying threats, risks, and vulnerabilities; security hardening; threat modeling and incident escalation and response. Proficient in the use of Linux command line, SQL, and python. Strong communication and problem solving skills. Recently completed the Google Cybersecurity Certificate, a rigorous, skills-based program that covers key cybersecurity knowledge and skills.
Overview
2
2
years of professional experience
2
2
Certification
Work History
Customer Service Representative
Department Of Children And Family Services
06.2022 - Current
- Interviewing applicants to obtain and verify information needed to determine eligibility for Food Assistance, Medicaid, and
- Cash Assistance
- Learning numerous state and federal program regulations, through intensive training prior to full case assignment and then ongoing training thereafter
- This work is driven by ongoing reliance on regulations
- Instructing clients in completion of various forms, and reviewing the applications and forms submitted for completeness and accuracy
- Determining program eligibility in accordance with current regulations using a computer-based eligibility system
- Documents provided by clients are uploaded electronically and converted into images for review and eligibility determination
- The Eligibility Specialist must be able to review the images and make a determination based on the information provided
- Researching information provided by an applicant until satisfactory explanations regarding eligibility status is confirmed
- Reporting cases where identity theft or fraud is suspected
- Advising clients of deadlines, time frames, and necessary actions to be taken
- Working with clients who may not take the necessary actions within the required time frame
- Establishing and maintaining multiple electronic files and conducting regular reviews and updates
- Documenting all communications and contacts with clients
- Managing an electronic caseload that varies based on the community needs, ensuring that accuracy levels are maintained, and cases are processed within the specified time frames set by federal and state regulations
- Computing and authorizing public assistance benefits based on financial and family status
- Reviewing and explaining the monthly benefit amount to the customer
- Staying current with changes in rules, laws, procedures, etc
- That affect timeliness and accuracy
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information
- Handled customer inquiries and suggestions courteously and professionally.
- Managed over 50 customer calls per day
Education
Bachelor of Science - Cybersecurity And Information Assurance
WGU
Online 07.2026
Certification - IT Support Profesional
Coursera
Online05.2024
Certification - Cybersecurity
Coursera
Online09.2023
High School Diploma -
Deltona High School
Deltona, FL06.2020
Skills
- Call Center Operations
- Inbound and Outbound Calling
- Client Resolution
- Customer Data Confidentiality
- Active Listening
- Threat Detection
- Critical Thinking Skills
- Incident response
- Security frameworks and controls
- Security hardening
- Linux command line
- SQL
- SIEM tool
- Python
- Basic computer architecture
- Operating systems (Windows, Linux)
- Remote connection and virtual machines
- Computer networking
- Software management
- Troubleshooting
- Customer service
- Routing concepts
- VPNs and proxies
- Package and software management
- Resource monitoring
- Systems administration
- Implementing/managing directory services
- Data management and recovery
- Cryptology/encryption
- Hashing
- Network security
Certification
Google Cybersecurity certification - coursera
Google IT support professional certification - coursera
Languages
English
Spanish
Timeline
Customer Service Representative
Department Of Children And Family Services
06.2022 - Current
Bachelor of Science - Cybersecurity And Information Assurance
WGU
Certification - IT Support Profesional
Coursera
Certification - Cybersecurity
Coursera
High School Diploma -
Deltona High School