Pablo Avila
Odem,TX
Summary
Forward-thinking IT professional offering over 14 years of experience working in fast-paced environments. Expertise in planning, installing and maintaining large-scale systems and infrastructures. Proven leader with success in building strong teams.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Cybersecurity Engineer
Lumen 21
04.2023 - Current
- Worked within the vulnerability management team supporting 6,000+ devices and users across the US and Hong Kong.
- Used Tenable Nessus for all discovery, vulnerability, and compliance scans.
- Monitored network and ran routine discovery scans to keep asset management current.
- Created reports detailing all devices that had vulnerabilities and worked closely with all teams to mitigate threats.
- Conducted compliance scans to keep the organization aligned with CIS compliance.
Cybersecurity Analyst
Wellteck IT
01.2022 - Current
- Planned and executed the creation of the Security department.
- Created cybersecurity best practice communications to educate staff against known threats and potential vectors of attack.
- Performed risk analyses to identify appropriate security countermeasures.
- Conducted security audits to identify vulnerabilities.
- Recommend improvements in security systems and procedures.
- Authored security incident reports, highlighting breaches, vulnerabilities and remedial measures.
- Developed and maintained incident response protocols to mitigate damage and liability during security breaches.
- Conducted Risk assessments and developed security roadmap for clients.
- Walked clients through Cyber Security insurance attestation applications.
- Performed phishing campaigns and scheduled security awareness training for staff and clients.
- Created scripts for automating security stack installation and removal.
- Coach staff on any technical or service-related questions.
- Escalation point for Helpdesk and NOC.
NOC Manager
Wellteck IT
02.2021 - 01.2022
- Planned and executed the creation of the NOC department.
- Developed and documented network policies, procedures and standards.
- Researched and recommended new technologies and strategies for improving system performance.
- Devised scripts and automation tools to improve system efficiency.
- Evaluated software products to determine compatibility with existing systems.
- Led server infrastructure development, quality assurance, staging and production systems.
Senior Systems Engineer
Wellteck IT
01.2019 - 02.2021
- Installed, configured, tested and maintained operating systems, application software and system management tools.
- Entered and completed tickets with ConnectWise Manage.
- Supported end users with ConnectWise Automate and ConnectWise Control.
- Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.
- Provided outstanding helpdesk service and support to customers.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Coached telecommuting employees on best methods to handle network problems at locations.
- Created flowcharts, diagrams and other documentation.
- Communicated status updates to affected parties when issues arose.
- Implemented network security equipment, including firewalls, two-factor authentication, and antivirus software.
- Managed installation, upgrade and deployment projects and provided on-site direction for network engineers.
- Planned and implemented networking and server changes to meet client budgets and needs.
- Estimated mechanical systems project scope, including labor hours and materials costs.
- Collaborated with clients to determine need and devise appropriate software and hardware solutions.
- Maintained documentation for all telecommunication systems, including equipment inventory and floor plans.
- Designed, installed and maintained organization's telephony network.
- Installed, maintained and supported VoIP applications.
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
Account Manager
Musketball Group
06.2018 - 01.2019
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Educated clients on new products or services to increase customer engagement with brand.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
Senior Systems Engineer
Musketball Group
08.2014 - 06.2018
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Managed network and system performance, conducting troubleshooting, security patching and maintenance.
- Led technology selection and rollout, focusing on organizational planning, provider contracts and supplier service-level agreements.
- Analyzed architecture design, scoping, implementation, testing and deployment needs to define project requirements.
- Interviewed, hired, trained and mentored staff by coaching daily, leading performance reviews and offering constructive feedback.
- Closely collaborated with project members to identify and quickly address problems.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
- Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
- Installed, configured, and supported local area network (LAN), wide area network (WAN) and Internet system.
- Performed system maintenance and upgrades, including patches, service packs, hot fixes and new security configurations.
- Verified continuity of computer and telephone system services for users through technical expertise, assistance and project coordination.
- Assigned application access, security roles and permissions.
Computer Support Technician
Medical Center Health System
11.2012 - 08.2014
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Configured hardware, devices and software to set up work stations for employees.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Provided on-call support for critical technical issues.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Monitored hardware, software and peripheral performance against organizational expectations.
- Resolved computer and system networking problems to maintain user productivity.
Lead Technician
Staples
08.2011 - 12.2013
- Resolved computer and system networking problems to maintain user productivity.
- Maintained documentation and resources regarding problem resolution for reference in future instances.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Patched software and installed new versions to eliminate security problems and protect data.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Configured hardware, devices and software to set up work stations for customers.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Trained and developed new sales team associates in products, selling techniques and company procedures.
Owner
Avila Solutions
09.2009 - 08.2011
- Installed, modified and repaired software and hardware to resolve technical issues.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Handled service requests, including initial troubleshooting and escalation.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Installed, configured and patched user hardware and software.
- Trained users on how to properly operate equipment and software programs.
- Performed contract and SLA oversight and facilitation of client needs to foster account growth.
- Attended regular client meetings to report project progress and address questions.
Network Administrator
Our Health/Nuestro Centro
01.2009 - 09.2009
- Installed, configured, and supported local area network (LAN), wide area network (WAN) and Internet system.
- Performed system maintenance and upgrades, including patches, service packs, hot fixes and new security configurations.
- Performed day-to-day LAN and WAN administration, maintenance and support.
- Identified issues and implemented troubleshooting techniques to alleviate downtime and system failure.
- Researched and recommended network products, services, protocols and standards for network development.
- Performed necessary maintenance to support network availability.
- Diagnosed and resolved hardware, software and network problems and replaced defective components.
- Logged, resolved and escalated on-site and off-site issues.
- Managed all software and hardware issues for end-users.
- Provided planning for annual budgets to fund IT projects and controlled spending within budget.
- Increased knowledge base for help desk staff by authoring documentation for system configuration and troubleshooting.
Education
Associate of Science - Computer Information System
Southwest Texas Junior College
Uvalde, TX12.2009
Skills
- Project Management
- Technical Analysis
- ConnectWise Manage and Automate
- Network Infrastructure Administration
- Windows Server Administration
- Tenable Nessus
- Vulnerability Management
- Developing Security Plans
- CIS Compliance
- Incident Response Management
- Training Junior Team Members
- Effective Time Management
Certification
- CompTIA Security+
Timeline
Senior Cybersecurity Engineer
Lumen 21
04.2023 - Current
Cybersecurity Analyst
Wellteck IT
01.2022 - Current
NOC Manager
Wellteck IT
02.2021 - 01.2022
Senior Systems Engineer
Wellteck IT
01.2019 - 02.2021
Account Manager
Musketball Group
06.2018 - 01.2019
Senior Systems Engineer
Musketball Group
08.2014 - 06.2018
Computer Support Technician
Medical Center Health System
11.2012 - 08.2014
Lead Technician
Staples
08.2011 - 12.2013
Owner
Avila Solutions
09.2009 - 08.2011
Network Administrator
Our Health/Nuestro Centro
01.2009 - 09.2009
Associate of Science - Computer Information System
Southwest Texas Junior College