Terrance Sanchez
Baton Rouge,LA
Summary
Detail-oriented professional with extensive experience in data analysis, process development, and event management. Skilled at troubleshooting network, hardware, and software issues, and adept at resolving complex problems. Eager to apply academic knowledge and hands-on experience gained through personal lab environments and shadowing cybersecurity personnel to real-world security challenges. Committed to continuous learning in the rapidly evolving field of cybersecurity. Resourceful and results-driven, with a passion for growth and efficiency to meet company needs and increase service value. Well-qualified support professional with a positive and friendly demeanor, demonstrating strong attention to detail and effective communication skills. Proven track record of successfully tackling diverse and challenging requirements. Well-versed in customer support and accustomed to working in a 24/7 uptime environment. A versatile support specialist skilled in handling data, technical issues, and personnel support tasks in a distributed environment. Self-motivated and attentive with excellent interpersonal and problem-solving abilities. Offering 6 years of experience in the Information Technology industry.
Overview
6
6
years of professional experience
1
1
Certification
Work History
NOC Support Specialist
Lockstep Technology Group
11.2022 - Current
- Utilized monitoring and ticketing tools such as AKiPS, Corepoint, Footprints, ServiceNow and ConnectWise
- Monitored network devices and interfaces for performance issues for client locations across Louisiana and Mississippi
- Document and provide updates to clients on progress of incident handling
- Coordinate the work of the field services team, partners, and contractors to help resolve client issues through Cisco Jabber, Cisco Finesse and Cisco WebEx
- Oversaw the detection and analysis of anomalies within a controlled virtual machine environment
- Mitigated security risks by testing and installing security patches, running anti-virus programs, and using other security tools in a controlled lab environment
- Documented security issues and the steps taken for remediation within a personal lab setup
- Observed cybersecurity operations, gaining hands-on exposure to threat detection, incident response, and vulnerability management
- Gained practical knowledge of cybersecurity protocols and tools through active observation and participation in daily security operations
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
System Administrator
Lockstep Technology Group
02.2022 - 11.2022
- Created, managed, and deleted user accounts in Windows Active Directory environment and managed group policies accordingly in Windows Server 2012 and Windows Server 2019
- Set up user desktop and laptop PCs for new employees based on company onboarding documentation
- Handled and resolved software and hardware issues for clients
- Traveled across Louisiana to provide onsite installation of Aruba networking equipment and perform site surveys
- Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
Customer Support Specialist
Paperless Environments
08.2018 - 10.2021
- Handled proprietary document management and accounting workflow software for desktop and mobile devices
- Troubleshoot tickets through Zoho ticketing system related to stack trace errors, answering how-to questions, and recommended solutions
- Worked with the development team to escalate concerns, identify bugs, create knowledge base articles and implement feature requests
- Utilized SQL queries to run commands for retrieval purposes
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Masters Degree - Management Information Systems
Southern University at New Orleans
New Orleans, LA05.2012
Bachelors Degree - Computer Information Systems
Southern University At New Orleans
New Orleans, LA05.2009
Skills
- Remote Support
- Support Services
- Customer Relationship Management
- Training and coaching
Certification
- CompTIA Security+
- CompTIA Network+
- CompTIA CySA+
- CompTIA PenTest+
- ISC2 Certified in Cybersecurity (CC)
- Azure Fundamentals
- Systems Security Certified Practitioner (SSCP)
- CompTIA Security Analytics Professional (CSAP)
- CompTIA Network Vulnerability Assessment Professional
- CompTIA Network Security Professional (CNSP)
Timeline
NOC Support Specialist
Lockstep Technology Group
11.2022 - Current
System Administrator
Lockstep Technology Group
02.2022 - 11.2022
Customer Support Specialist
Paperless Environments
08.2018 - 10.2021
Masters Degree - Management Information Systems
Southern University at New Orleans
Bachelors Degree - Computer Information Systems
Southern University At New Orleans
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