Joel Cruz
Sun City,AZ
Summary
Previous IT Analyst & Consultant with current customer success skills & support. Looking to return to IT industry with new certifications.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Process Executive - Voice
Cognizant Digital Business Ops
09.2022 - Current
- Trained junior team members in technical skills and industry best practices, fostering a culture of learning and growth.
- Optimized production quality by identifying bottlenecks and developing targeted solutions.
- Maintained a positive work environment by fostering open communication, providing constructive feedback, and recognizing team achievements.
- Provided strategic and operational recommendations for improvement across departments.
Security Operations Center Analyst
LogicHub Business Services
02.2020 - 04.2020
- Managed & Monitored customer deployments utilizing automations & integrated customer siems (SumoLogic & Splunk) in the process
Security Operations Center Analyst
AccountabilIT Services
03.2019 - 01.2020
- Managed & Maintained AT&T CyberSecurity tenant siem deployments (Alienvault Central & Alienvault Anywhere)
Security Operations Center Analyst & Engineer
Terra Verde Services
10.2017 - 01.2019
- Deployed, Configured, and Managed Alienvault customer siems (Servers, Sensors, & Loggers)
Education
Network Systems Administration -
ITT Technical Institute
Phoenix, AZM.A.Ed - Curriculum & Instruction -
Ottawa University
Phoenix, AZB.S. - Aero & Mech Engineering -
University of California
Davis, CASkills
- MSSP Customer Support teleconferencing & consultation
- Client Siem Installation, Configuration, & System Network Monitoring: AlienVault (AT&T Cybersecurity), SumoLogic, and Splunk
- Customer Server & Desktop Support via RDP, SSH with Putty
- Experienced at troubleshooting Linux Systems & Processes using Bash
- MDR Cybersecurity Specialist in Detection, Analysis & Incident Response
- SQL Database Querying experience
- Monitoring & Reporting issues involving customer HIDS & NIDS
- Experience sending openVAS vulnerability scan reports to clients
- Effective at writing Customer Siem Policies & Suppressions for tuning client systems & networks
- Familiar with Qualys Vulnerability Management and Code42 Backup Services
- Writing, Responding, & Documenting detailed customer tickets utilizing OTRS & AutoTask ticketing systems
- Familiar with using VMware, Virtual Box, Visual Studio Code, HTML, CSS, Visual Basic, Python, and Visio
- Excellent Written & Communication skills
- Excellent Interpersonal skills in customer service
- High Analytical and Problem-solving skills
- High Organizational skills accustomed to Multitasking
- Ability to delegate and share work responsibilities among team members
- Patient & Attentive to detail in serving customers
- Effective Time-management skills
- Ability to find the positive in any situation
- Office 365 & Google Suite competent
Certification
- CompTIA A+
- Alienvault Certified Security Engineer
- Sumo Logic Fundamentals
- Sumo Logic Search Master
Additionalworkexperience
- Senior Process Executive - Voice, Cognizant Digital Business Ops, 09/01/22, Present
- Fulfillment Center Associate, Amazon Fulfillment Center, 10/01/21, 08/01/22
- Customer Service Associate, Lowe's Home Improvement, 05/01/21, 10/01/21
- Actively seeking employment after Covid, 2020, 2021
- Algebra I Teacher, Peoria Unified School District
- Avionics Systems Engineer, Honeywell International, Inc.
Timeline
Senior Process Executive - Voice
Cognizant Digital Business Ops
09.2022 - Current
Security Operations Center Analyst
LogicHub Business Services
02.2020 - 04.2020
Security Operations Center Analyst
AccountabilIT Services
03.2019 - 01.2020
Security Operations Center Analyst & Engineer
Terra Verde Services
10.2017 - 01.2019
Network Systems Administration -
ITT Technical Institute
M.A.Ed - Curriculum & Instruction -
Ottawa University
B.S. - Aero & Mech Engineering -
University of California