Andrey Morales

Me gusta mucho la tecnología, trabajo como Helpdesk Security Specialist en CITI.

Help Desk Security Specialist (CSIS CITI LATAM Command Center), October 2023 – Present
• First point of contact for employees that experience technical issues or seek assistance to resolve
software, network or hardware issues.
• Collaborated with local and international teams to troubleshoot security threats.
• Monitored and implemented preventive and mitigation measures to ensure the safety
and security of personnel, system and assets.
• Conducted investigations into security incidents, gathering and analyzing evidence to
inform decision-making.
• Collaborated with cross-functional teams to develop and implement security management
strategies.
• Communicated effectively with stakeholders at all levels to provide timely updates and
recommendations

CISCO TAC Engineer (Cisco support engineer), 2021 – 2023
• Listen and identified the issue of a case for different type of severities and contacted the
customer via phone, chat or email.
• Met the customer or stakeholder via live calls to troubleshoot the issue using different
workarounds and tools.
• Managed multiple tickets at the same time and following up day by day for a proper
and efficient resolutions.
• Analyzed and researched the information needed to resolve the customer issue
accordingly.

• Customer service technical support (Apple Advisor), 2020-2021
• Troubleshoot and educated the customers about different technical issues on Apple
devices to provide the adequate resolution.
• Collaborated and with seniors’ engineers about future references and feedbacks to
improve the product.

Cisco CCNA

Microsoft Azure AZ-900 (In Progress)