Priscilla Ibarra
San Diego,CA
Summary
Results-driven cybersecurity professional adept at leading high-severity incidents and advocating for partner needs. Skilled in technical troubleshooting and threat identification, utilizing tools to enhance security measures and collaborating with SOC and engineering teams to clarify detection coverage and improve protocol clarity.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Product Support Specialist / Incident Commander
Huntress
Remote
09.2022 - Current
- Incident Leadership: Lead calls with partners for high-severity or complex incidents, facilitating clear communication, documenting decisions, and driving incidents to resolution.
- Technical Troubleshooting: Utilize systematic problem-solving to troubleshoot Microsoft Windows internals (services, registry, application interactions) and resolve product-related requests.
- Threat Identification: Leverage tools like ProcMon and Process Explorer to identify malicious processes and troubleshoot interactions between antivirus products and specialty software.
- SOC Advocacy: Break down complex SOC concepts, log data, and product behavior into digestible, actionable guidance for partners.
- Cross-Functional Collaboration: Collaborated with SOC and Engineering to clarify detection coverage and data gaps, advocating for partner needs based on real-world ticket patterns.
- Documentation Excellence: Recommended changes to customer-facing documentation and contributed to internal runbooks and macros, enhancing clarity and usability for team members.
User Services Technician
Hologic
San Diego, USA
12.2021 - 08.2022
- Conducted functionality, security, and performance tests on workstations and devices to identify and resolve issues.
- Eliminated malware, ransomware, and other threats from laptop and desktop systems, enhancing overall security.
- Managed 20+ calls and tickets daily, evaluating systems using predetermined checklists to ensure optimal performance.
Application Database Administrator
San Diego Zoo Wildlife Alliance
San Diego, USA
10.2020 - 11.2021
- Monitored and analyzed database activity to prevent incidents and recommend performance enhancements.
- Established working relationships with departments to identify and address IT requirements.
- Upgraded computers to Windows 10 throughout Zoo and Park.
Technical Support Representative
Bluebeam
San Diego, USA
10.2018 - 09.2020
- Delivered Tier 1 IT support for non-technical AEC users, resolving complex Revu software issues to enhance user experience.
- Resolved customer inquiries through multiple channels, including phone and email support.
- Provided technical assistance to users regarding software functionalities and features.
- Collaborated with teams to troubleshoot and resolve complex software issues efficiently.
- Coordinated with software development teams on bug reports, facilitating timely deployment of release fixes to improve software reliability.
Education
Bachelor of Science - Cybersecurity and Information Assurance
Western Governors University
Utah10-2027
Bachelor of Science - Information Technology (Digital Media)
Arizona State University
Tempe, AZ05-2017
Skills
- Cyber Therapist
- User Account Management
- Incident Response
- Phishing Analysis
- Vulnerability Analysis
- SIEM Concepts
- Log Analysis
- Cybersecurity fundamentals
- Technical Troubleshooting
- Endpoint security
- Security analysis
- Microsoft Azure
- Windows internals
- Active Directory
- Service Reliability
Certification
- CompTIA Security+ Expires 04/2028
- CompTIA Network+
- WGU Certifications, Penetration Testing and Vulnerability Analysis, Cyber Defense and Countermeasures, Managing Cloud Security
- Additional Training, AZ-104 Microsoft Azure, NIST Cybersecurity Framework (Udemy)
Languages
Spanish
Professional
Timeline
Product Support Specialist / Incident Commander
Huntress
09.2022 - Current
User Services Technician
Hologic
12.2021 - 08.2022
Application Database Administrator
San Diego Zoo Wildlife Alliance
10.2020 - 11.2021
Technical Support Representative
Bluebeam
10.2018 - 09.2020
Bachelor of Science - Cybersecurity and Information Assurance
Western Governors University
Bachelor of Science - Information Technology (Digital Media)
Arizona State University