Reynaldo Perez

reynaldo.perez@wilkes.edu ❖ (570) 606-6266 ❖ Wilkes-Barre, PA 18702

EDUCATION

Wilkes University                                                                                        05/2022

Bachelor of Arts in Business Administration

Luzerne County Community College                                                                12/2024

Associate of Science in Computer Information Systems

Springboard Cybersecurity Bootcamp                                                                10/2024

Cyber Security Analyst Apprentice

WORK EXPERIENCE

Fire Control Specialist                                                                                 05/2018 – Present
Kingston Armory, Wilkes-Barre, PA

• System Troubleshooting and Maintenance: Diagnose and resolve complex technical issues related to military fire control systems, ensuring the accuracy and reliability of communications between networked systems under high-pressure conditions.
• Network and Communication Systems Management: Manage and maintain secure communication networks, ensuring seamless connectivity between multiple military systems, which is critical for successful operations.
• Technical Support and Training: Provide hands-on technical support to team members, guiding them through system configurations, software updates, and troubleshooting procedures, reducing system downtime by 15%.
• Operational Efficiency: Streamline system operations by implementing best practices for network management and communication protocols, improving the overall efficiency and reliability of the unit’s technology infrastructure.
• Collaboration and Coordination: Collaborate with other military units and IT personnel to integrate and synchronize various communication systems, ensuring cohesive and effective mission execution.

Help Desk Specialist                                                                                                                  12/2022 – 07/2023
Chewy, Wilkes-Barre, PA

• Ticketing System Management: Utilized HR ticketing systems to log, track, and resolve employee inquiries, ensuring timely and accurate responses. Managed an average of 50+ tickets daily, demonstrating strong problem-solving skills and the ability to prioritize tasks effectively.
• Technical Support: Provided first-level technical support for HR-related systems, including troubleshooting access issues, resetting passwords, and guiding users through system navigation, leading to a 30% decrease in ticket resolution time.
• System Administration: Assisted in the administration of HR software, including user account setup, permission management, and system updates, which improved overall system functionality and user satisfaction.
• Documentation and Knowledge Base Management: Developed and maintained a comprehensive knowledge base for common issues and resolutions, reducing the number of repeat tickets by 20% and enhancing team efficiency.
• Collaboration and Communication: Worked closely with IT teams to escalate and resolve complex technical issues, ensuring minimal disruption to business operations and maintaining a high level of service quality.

IT Support Specialist                                                                              08/2020 - 05/2022         Wilkes University, Wilkes-Barre, PA                                                                 

• Technical Support: Provided first-line technical support for faculty, staff, and students, resolving hardware, software, and network-related issues, which led to a 25% improvement in issue resolution time.
• Ticketing System Management: Utilized an IT ticketing system to log, track, and resolve over 40 technical support requests daily, ensuring efficient problem-solving and adherence to SLAs.
• System Administration: Assisted with system setup, configuration, and administration, including network configurations, account setups, and system updates, which enhanced the performance and security of IT resources.
• Network Troubleshooting: Diagnosed and resolved network connectivity issues, reducing downtime and increasing network reliability for campus-wide systems.
• Documentation and Knowledge Base Management: Developed and updated documentation for common technical procedures, contributing to a 15% reduction in repeat technical requests.

Resident Assistant                                                                                                                      08/2019 – 05/2021
Wilkes University, Wilkes-Barre, PA

• Leadership and Team Management: Supervised and supported a community of 50+ students, fostering a positive living environment by addressing concerns, mediating conflicts, and providing guidance on academic and personal issues. Demonstrated strong leadership and decision-making skills in high-pressure situations.
• Problem Resolution: Acted as the first point of contact for residents' technical and non-technical issues, efficiently identifying and resolving concerns ranging from internet connectivity problems to dormitory maintenance requests, ensuring minimal disruption to student life.
• Soft Skills Development: Enhanced communication and interpersonal skills by regularly conducting one-on-one meetings, organizing community events, and facilitating workshops, which improved student engagement and overall community satisfaction.
• Crisis Management: Responded to emergencies, including medical situations and security incidents, coordinating with university officials and law enforcement to ensure student safety and compliance with university policies.

CERTIFICATIONS

CompTIA Security+ (Sec+)
Issued: 09/2024

Mastercard Cybersecurity Completion Certificate
Issued: 08/2024

SKILLS

Business Process Analysis & Improvement, Requirements Gathering & Documentation, Data Analysis & Visualization, Stakeholder Engagement & Communication, IT Support & Troubleshooting, System Administration & Network Management, Project Management Tools (JIRA, Trello, Microsoft Project), Cybersecurity Awareness & Risk MitigationTechnical Skills: SQL, Python, Java, C++

SUMMARY

Analytical and detail-oriented Business Analyst with a strong foundation in business administration, IT support, and cybersecurity. Experienced in leveraging technical and communication skills to bridge the gap between business needs and IT solutions. Proficient in requirements gathering, process improvement, and delivering insights that drive decision-making. Currently pursuing a master's degree in Cyber Operations and certified in Security+.