Heather Garcia
Williston,FL
Summary
Detail-oriented professional transitioning from a high-level Customer Service Management role into Cybersecurity. Proven track record in leading teams, managing complex data entry, and improving operational quality. Recently earned the Google Cybersecurity Professional Certificate, gaining hands-on experience in threat detection, network security, and Python. Seeking to leverage strong analytical skills and a "security-first" mindset to protect organizational assets, positioned to make an immediate impact in a dynamic security operations, or support role.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Live Services Supervisor
Service Titan United States
12.2023 - 12.2025
- Leadership & Performance: Managed a team of 15, conducting weekly audits and 1-on-1s to ensure compliance with quality assurance (QA) standards and KPIs.
- Process Improvement: Developed actionable goals for team members, reducing error rates and improving service reliability.
- Data Integrity: Oversaw high-volume data entry and system management, ensuring accurate record-keeping and information security within the platform.
Customer Service Specialist
ServiceTitan
06.2020 - 12.2023
- Identified and escalated technical issues, serving as a first line of defense for customer data integrity.
- Mastered 10+ internal computer systems, demonstrating high technical adaptability.
Inventory Control Specialist
Iherb
01.2019 - 06.2020
- Streamlined inventory management processes to enhance accuracy and reduce discrepancies.
- Coordinated regular audits of inventory levels, ensuring compliance with company standards.
- Used equipment like forklifts and pallet jacks to move inventory.
- Conducted periodic cycle counts to verify inventory accuracy, identifying discrepancies early on to mitigate potential issues.
- Completed physical inventory counts each month.
Dispute Specialist
iQor
06.2014 - 01.2019
- Investigated and resolved over 100 monthly customer disputes related to billing errors, unauthorized transactions, and service discrepancies.
- Utilized dispute management systems (e.g., FIS, TSYS, or Chargeback platforms) to process chargebacks, ensure compliance with Visa/Mastercard regulations, and meet SLA deadlines.
- Collaborated with internal departments and external financial institutions to gather supporting documentation, and expedite dispute resolutions.
Education
GED -
Central New Mexico Community College
Albuquerque, NM11.1990
Skills
- Security Tools: Python, SQL, Linux, SIEM (Chronicle/Sentinel), IDS/IPS
- Network Security: TCP/IP, DNS, VPNs, Firewall management, Network Security Fundamentals
- Compliance & Risk: NIST Cybersecurity Framework, Incident Response, Data Privacy
- Soft Skills: Team Leadership, Incident De-escalation, Cross-functional Collaboration
- Effective communication
- Proficient in Python
Certification
- Google Cybersecurity Professional Certificate V2 | Coursera (2025)
- Connect and Protect: Networks and Network Security | Google (2025)
- UX Design Certificate | Coursera (2024)
- Business Administration and Management | ATI College of Business
Timeline
Live Services Supervisor
Service Titan United States
12.2023 - 12.2025
Customer Service Specialist
ServiceTitan
06.2020 - 12.2023
Inventory Control Specialist
Iherb
01.2019 - 06.2020
Dispute Specialist
iQor
06.2014 - 01.2019
GED -
Central New Mexico Community College
Projects
Google Cybersecurity Professional Certificate (Capstone)
- Performed vulnerability assessments and risk analysis using the NIST framework.
- Utilized Python to automate security tasks, such as parsing log files to identify unauthorized access attempts.
- Analyzed network traffic using Tcpdump and Wireshark to identify suspicious patterns and potential threats.