Luis Calderon

• Handling the ticket system company within JIRA platform according to SLA Framework in ITIL v3.
• Fill in and manage knowledge base with previous incidents and lessons learned.
• Perform daily cybersecurity operations to detect and respond to threats and anomalous or suspicious activity, identifying potential and active risks to systems and data.
• Conduct comprehensive investigation and triage on a wide variety of security events and implement response and remediation efforts by performing digital forensics when needed.
• Drive prioritization of significant security events by participating in the incident response team.
• Maintain details and document Cyber Security Incidents
• Collaborate with the security team to pinpoint signals and warnings of future threats and use this information for proactive threat monitoring.
• Apply appropriate incident response handling procedures to investigations.
• Develop and maintain security incident handling procedures.
• Develop and maintain threat intelligence programs integrated with security operations.
• Enhance Security Operations through process improvement and automation.
• Keep up to date on emerging vulnerability and threat trends.
• Investigated and resolved incidents of unauthorized access to sensitive information.
• Conduct proactive investigations using Kali Linux and OSINT Tools.
• Train other coworkers for fostering Threat Intelligence and Threat Hunting skills.

• Conducting threat hunting and threat intelligence for the company’s clients.
• Create reports based on findings during pentesting exercises.
• Create and document threat cases involving data exfiltration, phishing, and infrastructure exposure of the clients.
• Provide technical security recommendations for customers based on the case analysis and risk analysis.
• Measure the risk of security incidents based on the DREAD framework.
• Automatize tasks using Python and PowerShell for processing data.
• Surfing the dark and the deep web in search of data breaches, new threats active in the wild and current attack tendencies.
• Conducting proactive monitoring and analysis of the the client’s infrastructure for checking vulnerabilities or security risks.
• Stay tuned with the cybersecurity news, forums, and channels of interest for the labor.
• Have meetings with customers to share monthly reports regarding the client’s cybersecurity landscape.
• Report all CVE’s and vulnerabilities that could compromise the client’s infrastructure in a timely manner.

• Handling support cases for customers overseas
• Troubleshooting issues on Cloud Storage solutions
• Escalating cases according to SLA standards and case priority
• Receive support cases via chat
• Triage and investigate support cases
• Research in the knowledge base to resolve cloud storage issues
• Input CLI commands over Unix servers over VSphere
• Guide and support customers via Zoom and Teams to troubleshoot cloud storage issues
• Explain technical information in clear terms to promote better understanding for non-technical users.
• Responded to end-user support requests and patiently walked individuals through basic troubleshooting tasks.
• Updated and maintained the current customer support database.

• Handling ticketing system company within Fresh Service platform according to SLA Framework in ITIL v3
• Fill in and manage knowledge base with previous incidents and lessons learned
• Managing IT self-service portal providing maintenance of assets database
• Managing endpoints by creating onboarding profiles using Intune platform, as well as other duties required with that tool
• Managing VMs using Tanium platform, IP address designation, other networking needs
• Perform daily cybersecurity operations to detect and respond to threats and anomalous or suspicious activity, identifying potential and active risks to systems and data
• Conduct comprehensive investigation and triage on a wide variety of security events and implement response and remediation efforts by performing digital forensics when needed
• Drive prioritization of significant security events by participating in the incident response team
• Maintain details and document Cyber Security Incidents
• Collaborate with the security team to pinpoint signals and warnings of future threats and use this information for proactive threat monitoring
• Apply appropriate incident response handling procedures to investigations
• Develop and maintain security incident handling procedures
• Develop and maintain threat intelligence program integrated with security operations
• Enhance Security Operations through process improvement and automation
• Keep up to date on emerging vulnerability and threat trends
• Investigated and resolved incidents of unauthorized access to sensitive information.

• Provide technical support for US customers over custom software developed in FileMaker
• I also managed translation services and technical support through Slack, Email, Skype
• Trello, Zendesk, Teamviewer, and AnyDesk
• I also was in charge of web programming/designing and UI/UX design for websites
• Planned, designed, and scheduled phases for large projects.
• Monitored project performance to identify areas of improvement and make adjustments.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.

• Evaluated students' abilities and grasp of English language, keeping appropriate records and preparing progress reports.
• Encouraged participation by maintaining positive attitude and proactively engaging students in activities and lessons.
• Initiated, facilitated and moderated classroom discussions for college-level English students.
• Immersed students in unfamiliar cultures by devising hands-on activities.
• Employed diverse teaching approaches to help students of all abilities understand material.
• Developed lesson plans and adapted curriculum to meet individual needs of students
• Planned, prepared and delivered lessons on American literature, British literature and grammar to students daily.
• Selected and prepared educational resources, taking account of students' interests and cultural backgrounds.

• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Worked well in a team setting, providing support and guidance.
• Excellent communication skills, both verbal and written.
• Paid attention to detail while completing assignments.
• Translate technical manuals from English to Spanish.

• Technical support (Help Desk) 24 hours a day to computer equipment, management and delivery of equipment to end users, technical advice, management, maintenance and adequacy of the network - servers (Windows 2013 RT) and structured cabling, email configuration using MS Outlook and Outlook Express
• Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Documented support interactions for future reference.
• Walked individuals through basic troubleshooting tasks.
• Monitored systems in operation and quickly troubleshot errors.
• Tracked computer equipment, peripherals and network servers via master documentation in Excel.
• Suggested software and hardware modifications to reduce lag time and improve overall speed.
• Configured hardware and granted system permissions to new employees.
• Responded promptly to incoming sales leads and requests for technical support.

Bachelors degree in English language teaching.

Reached 8th semester. Program is abandoned.

• Completed Coursework: EF SET Certificate C1 Level, 2023
• Centro Colombo Americano - Pereira. Teaching English as a Foreign Language - TEFL. 2016.
• Servicio Nacional de Aprendizaje - SENA. Convergys BPO Standard Couse of study. 2012.

• Completed Coursework: Official ISC2 Certified in Cybersecurity, 2023
• Completed Coursework: Cloud Computing Security FedVTE, 2023
• Completed Coursework: Azure Sentinel Training Course, 2021
• Completed Coursework: Security Incident Handling and Response. 2021

• Completed Coursework: Corel Draw - Vector Designing Tools. 2013.