Sonia Villagran, SSM5 LI✪N
Information Security Analyst at ACI Learning- Claim this Profile
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Topline Score
Bio
Credentials
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EC-Council Certified Ethical Hacker (CEH)
LeaderQuest HQJan, 2022- Oct, 2024 -
CompTIA Network+
LeaderQuest HQOct, 2021- Oct, 2024 -
CompTIA Security+
LeaderQuest HQOct, 2021- Oct, 2024 -
ITIL® Foundation
LeaderQuest HQSep, 2021- Oct, 2024 -
Operations Support Manager
MyInnerGeniusAug, 2021- Oct, 2024 -
Operations suppprt analyst
MyInnerGeniusAug, 2021- Oct, 2024 -
Certified Scrum Master
Scrum AllianceSep, 2020- Oct, 2024 -
Certified SAFe® 5 Scrum Master
Scaled Agile, Inc.Mar, 2022- Oct, 2024
Experience
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ACI Learning
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United States
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Professional Training and Coaching
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400 - 500 Employee
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Information Security Analyst
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Dec 2021 - Present
• Monitored computer networks for security issues. Investigated security breaches and other cyber security incidents. • Implemented secure network architecture concepts and systems design as well as installed, configured and deployed network components while assessing and troubleshooting issues In support organizational security • Installed securely measurements and operated software to protect systems and information infrastructure including firewalls and data encryption programs. • Monitored computer networks for security issues. Investigated security breaches and other cyber security incidents. • Implemented secure network architecture concepts and systems design as well as installed, configured and deployed network components while assessing and troubleshooting issues In support organizational security • Installed securely measurements and operated software to protect systems and information infrastructure including firewalls and data encryption programs.
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Computer Support Specialist
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Aug 2021 - Oct 2021
• Installed and supported Windows OS command line & client support while trouble shooting devices and resolving network issues. • Ensured physical security & common attacks while securing the wired and wireless local network. • Detected various hypes of compromises and have an understanding of penetrating testing and vulnerability scanning concepts • Installed and supported Windows OS command line & client support while trouble shooting devices and resolving network issues. • Ensured physical security & common attacks while securing the wired and wireless local network. • Detected various hypes of compromises and have an understanding of penetrating testing and vulnerability scanning concepts
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Citi
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Mexico
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IT Services and IT Consulting
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100 - 200 Employee
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Escalation Specialist / Technical Support Supervisor
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Jan 2010 - Feb 2021
• Provided advance technical support regarding Citibank’s various remote Service Website featured through Citibank Online, Citi business Online, and Citi mobile. • Responsible for servicing in bound calls with various website, this includes navigation, education on products or features of the website. • Resolved connectivity problems, open monitor and escalate website/client issues through our trouble ticket system. • Resolved issues regarding importing, downloading, upgrading thru… Show more • Provided advance technical support regarding Citibank’s various remote Service Website featured through Citibank Online, Citi business Online, and Citi mobile. • Responsible for servicing in bound calls with various website, this includes navigation, education on products or features of the website. • Resolved connectivity problems, open monitor and escalate website/client issues through our trouble ticket system. • Resolved issues regarding importing, downloading, upgrading thru Quicken Software. • Responsible for advanced understanding of computer troubleshooting for both PC and Mac.
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One Stop Servicing Representative
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Oct 2009 - Jan 2010
• Worked in an inbound call center and handle customer service requests to resolve account issues. Research customer accounts, gather required information, and provide assistance in resolving issues. • Evaluated customer existing services and provide information on additional or enhanced services based on customer needs. • Effectively marketed various services and sign customers up for new services.
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Internet Client Services Representative
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Mar 2003 - Oct 2009
• Multifaceted functions involved assisting customers with Internet access to account information. • Evaluated issues and instructed customers on proper steps for accessing account information or changing account information. • Successfully met established goals for customer service through a comprehensive knowledge of Internet applications and programming that ensured the ability to accurate assess errors I customer process. • Identified actual or potential issue with Web applications… Show more • Multifaceted functions involved assisting customers with Internet access to account information. • Evaluated issues and instructed customers on proper steps for accessing account information or changing account information. • Successfully met established goals for customer service through a comprehensive knowledge of Internet applications and programming that ensured the ability to accurate assess errors I customer process. • Identified actual or potential issue with Web applications and coordinated with the IT department to eliminate problems with Web-based applications.
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Customer Service Representative
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Sep 2002 - Mar 2003
• Handled inbound calls and provided customers with account information that included payments, charges, or other account activity. • Directed potential fraud activity to the appropriate department. • Closed customer accounts as directed by the customer.
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Education
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2021 - 2022
ACI Learning
Information Security Analyst -
2021 - 2021
ACI Learning
Computer Support Specialist -
1993 - 1997
Evangel University
Bachelor of Applied Science - BASc, Sociology
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