Adrián Orozco Sotomayor

More than 10 years of experience in consumer service-related roles, mainly as a cybersecurity analyst providing support and guidance to end users regarding day-to-day cyber threats, phishing emails, network attacks, malware detection, analysis and remediation. As well as a data entry and investigations analyst in the financial industry with a strong emphasis in data quality and resolution of consumer disputes over their credit reports. 

Equifax                                                                                                     August 2016 - February 2023

Cybersecurity Analyst

Acted as the main point of contact for consumer inquiries and reports related to day-to-day cyber threats, responding to emails, chats and phone calls successfully.

Accomplished the management of the end user processes queue, overseeing the distribution of the workload of cases and investigations among my peers.

Participated in the company’s Security Awareness Program, developing new strategies and methods to educate users to face the daily cyber threats they would encounter.

Contributed as a member of the Scrum team into building the documentation of all my team’s processes.

Performed the detection, initial triage, analysis and remediation of the company’s daily cyber threats, including malware and network attacks.

Equifax                                                                                                           January 2012 - July 2016

US Consumer Disputes Data Entry Agent

Operated as a data entry agent to update US consumers credit report information.

Processed consumer disputes regarding their credit reports, including their personal information, credit and financial history, and employment information.

Provided customer service by email, chat and phone regarding all inquiries related to their credit reports.

Exceeded month by month the production and quality goals set by management.

Contributed to develop new projects for the team.

Boston University College                                                                                        December 2010

Computer maintenance and repair

Universidad de Costa Rica                                                                                     December 2008

Bachelor in Philology (Incomplete)