Edward Lopez
SOC Analyst
Iowa Colony,Texas
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level SOC analyst position. Ready to help team achieve company goals.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Navy 311 Customer Service Representative
Nationwide IT Services, Inc
Norfolk, VA
02.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Applied customer-driven approach when handling incoming calls, e-mails and chats for technical support issues.
- Manages team as on shift supervisor ensuring Service Level Agreements is being met.
- Utilizing BMC remedy ticketing system for incident reporting and use of knowledge base.
Navy 311 Customer Service Representative
AMERICAN SYSTEMS Corporation
Norfolk, VA
03.2018 - 02.2022
- Providing global comprehensive customer support in a call center and remote setting while cycling through a 24/7 work shift schedule.
- Handling 50-100 calls daily and 100-200 average email & web requests daily.
- Providing help desk-based IT phone support to end-users including troubleshooting, proxy server network issues within a Windows Virtualized network.
- Assisting customers with their PIV (Personal Identity Verification) cards for authentication and access to DoD computer networks.
- Works directly with customers to assist with all Microsoft Office application issues including Teams, Microsoft Edge, and Excel.
Aviation Boatswain's Mate, Handling
Navy
Norfolk, VA
03.2013 - 03.2018
- Directed the movement and spotting of aircraft ashore and afloat.
- Operated, maintained, and performed organizational maintenance on ground-handling equipment used for moving and hoisting of aircraft ashore and float.
- Head trainer and mentor for over 40 personnel for the maintenance, management, and preservation of life support equipment.
- Utilized eSOMS (Electronic Shift Operations Management System) to manage and execute tagout operations for maintenance and safe equipment.
Education
BBA - Management Information Systems
University of Houston - Downtown
Houston, TX 07.2020 - Current
High School Diploma -
Miami Sunset Senior High School
Miami, FL 08.2007 - 07.2011
Skills
Network Security
Certification
CompTIA Security+
Timeline
Certified Ethical Hacker (CEH)
01-2023
CompTIA Security+
12-2022
Navy 311 Customer Service Representative
Nationwide IT Services, Inc
02.2022 - Current
BBA - Management Information Systems
University of Houston - Downtown
07.2020 - Current
HDI Customer Service Representative
11-2018
Navy 311 Customer Service Representative
AMERICAN SYSTEMS Corporation
03.2018 - 02.2022
Aviation Boatswain's Mate, Handling
Navy
03.2013 - 03.2018
High School Diploma -
Miami Sunset Senior High School
08.2007 - 07.2011
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