Gabriel M.

Experience

• 

  Travel + Leisure Co.

  Apr 2019 - Jun 2021

  Technician, Desktop Services I

  • Provided Tier 2 technical support over phone, email, Microsoft Teams, and Bomgar Remote Support Software for the world’s largest vacation ownership company• Managed Orlando HQ and third-party Service Desk ticket queues through ServiceNow• Built and managed Citrix Virtual Desktops for employees through Citrix Studio and Citrix Director• Managed printers and print servers across company offices and resorts through Microsoft Windows Server• Delivered IT Support presentations to new hire employees for training and onboarding• Provided on call support for CEO and his direct reports during after-hours white glove support shifts• Processed devices from off-boarded employees through proper chain of custody and data retention protocols• Developed Knowledge Base articles and SOPs to be used internally by teammates for troubleshooting• Personally oversaw Windows 10 Refresh Project for MCCO and Telesales offices, including restoring functionality to first floor sales center cubicles and reimaging hardware for Return to Work employees • Received hundreds of dollars in employee-gifted “Heartbeat Awards” for going above and beyond customer expectations and demonstrating customer obsession Show less

• 

  Holiday Inn Club Vacations

  Jun 2022 - now

  • Manage incident response processes and security technologies (CrowdStrike EDR, SIEM, proxy solutions), delivering process improvements through strategic administration. Key accomplishments include streamlining CrowdStrike host groups, sensor update policies, and prevention policies for Windows and Mac devices, increasing security efficiency and speed of identifying devices during security events.• Act as first-line responder for security incidents outside regular business hours during on-call rotations, efficiently triaging and resolving SIEM-generated alerts to minimize potential security threats.• Partnered with external MSSPs to develop and refine LogRhythm SIEM rules, improving threat detection capabilities and reducing false positives. Additionally, designed and implemented a comprehensive SIEM maintenance plan, ensuring reliable uptimes through regular version upgrades.• Revitalized and customized internal security incident playbooks to meet the distinct needs of our infrastructure, enhancing incident response effectiveness.• Review, update, and enforce security practices within our corporate and resort system environments; work with platform experts to implement remediation procedures if appropriate.• Spearhead phishing email analysis and remediation, ensuring timely mitigation of true positive emails affecting internal users. • Partnered in redesigning and presenting an Information Security Metrics Program, providing monthly security performance indicators and analytics to inform IT decision-making.• Manage internal Zscaler internet technologies, ensuring functionality and proper user-based privileges for web access. Show less

  • Information Security Analyst II

    Mar 2025 - now

  • Information Security Analyst

    Jun 2022 - Mar 2025