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Erick Vazquez
Information Security Analyst at University of Phoenix
United States
Details
Education:
Bachelor of Science (BS)
concentration in System Security
University of Phoenix
2012 : 2016
Certificate
Computer and Information Systems Security/Information Assurance
SANS Technology Institute
2019 :
concentration in System Security
University of Phoenix
2012 : 2016
Certificate
Computer and Information Systems Security/Information Assurance
SANS Technology Institute
2019 :
Experience:
Oversee security of the organization’s infrastructure, serving as the main point of contact for investigating and resolving security-related issues. Assisted in deploying Carbon Black cloud-native endpoint security to 7,000 endpoints and monitoring solutions. Reviewed, validated, classified, and respond to security events and alerts. Analyze a variety of network and host-based security logs from several security devices and applications (Firewalls, NIDS, HIDS,). Conducted proactive threat and vulnerability research and monitoring. Educate employees on Phishing tactics and provide security awareness training. Participated in incident response and reporting with efforts to mitigate such threats. Perform Risk analysis and provide results to product owners. Resolved Hotline issues (issue resolution, security incident reporting) and Abuse issues (email, phishing attacks, social engineering calls). Administered, monitored, and troubleshoot antivirus activities and gateway issues. Create configuration files for Firewall rule changes and applied implementations, tests, and corrected solutions. Follow organization change management and make suggestions when necessary. Perform application whitelisting and file integrity monitoring. Maintain and increases professional and technical knowledge by attending workshops, reviewing professional publications, establishing personal networks, and participating in professional societies. Certificate Management team lead. Creation, implementation, and retiring of SSL/TLS certificates. Manage Venafi solution for applications, servers, devices, and load balancer (F5s)certificates. Perform Identity and access management activities (IAM) by granting roles and privilege access to servers and applications.
2017 : Present
University of Phoenix
Information Security Analyst
Provided technical support for customers and staff by phone, email, and chat while maintaining various department metrics. Performed diagnostics, analysis and troubleshooting of several systems issues customer-related and internal staff applications. Tested and debugged unreleased platforms and applications before the official release to customers. Database mining, developed queries to locate and retrieve records. Knowledge-base research, development, and article publications. Make recommendations for mitigating identified risks. Active Directory and Identity Management analyst.
2009 : 2017
Apollo Group
Senior Help Desk Technician
Listened to calls either recorded or side-by-side while communicating feedback when required to audit and train agents. Understood the priority of the organization based on the current project and evaluated call behaviors for governing compliance. Coordinated and calibrated with other QA team members to prevent inconsistencies and disadvantages on guidelines technicians needed to follow. Implemented agent training and coaching initiatives. Identified calls to meet predefined standards and identified the problem. Delivered customer feedback and internal metric monthly goals to management.
2007 : 2009
TeleTech
Quality Assurance Auditor
Provided technical support assistance to Dell and HP products to end-users via telephone, email, and unified communication platforms (UC). Diagnosed, troubleshoot and resolved a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and correcting problems. Oversee customer’s hardware infrastructure and keep updates with the latest technology. Recommended products, product upgrades, new releases to customers, and close sales. Partnered with Tier II help desk peers to resolve complex problems that required escalation. Shared detailed descriptions of issues in trouble ticket system and followed up thoroughly to ensure swift resolutions.
2006 : 2007
TeleTech
Tier I - Service Desk Technician
2017 : Present
University of Phoenix
Information Security Analyst
Provided technical support for customers and staff by phone, email, and chat while maintaining various department metrics. Performed diagnostics, analysis and troubleshooting of several systems issues customer-related and internal staff applications. Tested and debugged unreleased platforms and applications before the official release to customers. Database mining, developed queries to locate and retrieve records. Knowledge-base research, development, and article publications. Make recommendations for mitigating identified risks. Active Directory and Identity Management analyst.
2009 : 2017
Apollo Group
Senior Help Desk Technician
Listened to calls either recorded or side-by-side while communicating feedback when required to audit and train agents. Understood the priority of the organization based on the current project and evaluated call behaviors for governing compliance. Coordinated and calibrated with other QA team members to prevent inconsistencies and disadvantages on guidelines technicians needed to follow. Implemented agent training and coaching initiatives. Identified calls to meet predefined standards and identified the problem. Delivered customer feedback and internal metric monthly goals to management.
2007 : 2009
TeleTech
Quality Assurance Auditor
Provided technical support assistance to Dell and HP products to end-users via telephone, email, and unified communication platforms (UC). Diagnosed, troubleshoot and resolved a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and correcting problems. Oversee customer’s hardware infrastructure and keep updates with the latest technology. Recommended products, product upgrades, new releases to customers, and close sales. Partnered with Tier II help desk peers to resolve complex problems that required escalation. Shared detailed descriptions of issues in trouble ticket system and followed up thoroughly to ensure swift resolutions.
2006 : 2007
TeleTech
Tier I - Service Desk Technician
Company:
University of Phoenix
Years of Experience:
17
Spoken Language:
English, Spanish
About
Skilled Information Technology Professional with substantial experience in IT security with a desire and talent for aligning security postures, plans, controls, processes, policies and procedures with industry standards and operational, and project goals. Experience developing and testing security architectures systems with recognized strengths in application support and analysis, data scrutiny, and troubleshooting. Professionally trained with more than ten years of experience in Windows and Linux operating systems, and peripherals troubleshooting. Adept of implementing quality assurance processes and standards for project and business continuity. Knowledgeable on-site and remote investigation with strong critical thinking communication and people skills. Able to thrive in fast-paced and challenging environments where accuracy and efficiency matter.
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