Eric Robles Email & Phone Number

Washington, District Of Columbia, United States

-Correct and accurate trouble ticket recording, tracking, and resolution-Addressing and resolving typical problems/queries, such as password issues, Hardware and software diagnoses, network connectivity, and File Searches-Fault management including the detection, isolation, and correction of faults -Escalating tickets to other teams or groups as assistance is needed-Emphasized support for designated VIPs and international travelling staff-Adherence to SLA's for password… Show more -Correct and accurate trouble ticket recording, tracking, and resolution-Addressing and resolving typical problems/queries, such as password issues, Hardware and software diagnoses, network connectivity, and File Searches-Fault management including the detection, isolation, and correction of faults -Escalating tickets to other teams or groups as assistance is needed-Emphasized support for designated VIPs and international travelling staff-Adherence to SLA's for password resolution, call answer rates, drop call rates, first call resolution, and total ticket resolution-Adherence to policy and procedure for ticket resolution -Provide customer feedback for all IT service problems, including confirmation of user satisfaction/closure Show less

Washington, District Of Columbia, United States

-Search for alerts and create tickets accordingly for investigation-Monitor for emails and phone calls that may present a security incident and forward to the proper teams for analysis-Analyze spam emails using a number of security toolsInvestigate actionable intelligence using above tools as well as open-source online resources such as VirusTotal, URlvoid, IPvoid, and MXtoolkit-Conduct thorough research into alerts that are spawned from our security tools and act the results of… Show more -Search for alerts and create tickets accordingly for investigation-Monitor for emails and phone calls that may present a security incident and forward to the proper teams for analysis-Analyze spam emails using a number of security toolsInvestigate actionable intelligence using above tools as well as open-source online resources such as VirusTotal, URlvoid, IPvoid, and MXtoolkit-Conduct thorough research into alerts that are spawned from our security tools and act the results of the findings. Show less

Lanham, Md

• Participated in various labs designed to establish the principles, techniques, and terminology of the Cyber Security field• Completed coursework COMPTIA Network+ and Security+ (*Preparing for corresponding certification exams)

Silver Spring

• Drive sales by pulling merchandise quickly and accurately• Pinpoint location of products for consumers• Interact with and assist customers Take Inventory of products

Towson, Md

• Coordinated and and assisted in planning a conference design to “reimagine and transform” the University• Coordinated and assisted in planning the 4th annual TEDxTowsonU• Promoted and marketed leadership programs on the campus

Towson, Md

• Interviewed, assisted and managed 18 Orientation Assistants (OAs) for winter and summer transfer orientations to ensure a pristine experience for incoming students• Facilitated training and workshops to prepare the OAs for the transfer sessions • Participated in the planning of the Summer 2015 Transfer Orientation

Bachelor'S Degree, Computer Science, 3.3

Activities and Societies: Alpha Kappa Psi, Latin American Student Organization Business Administration Minor

Education record