Larsen Ryan Santos
Epping,VIC
Summary
I aim to excel as a Security Analyst within the Threat, Research, and Intelligence Group of a dynamic organization. Leveraging my extensive cybersecurity expertise, I aspire to play a pivotal role in safeguarding the company's systems and assets by conducting simulated cyber-attacks that reveal vulnerabilities, challenge security defenses, and drive continuous improvement. My aim is to simulate adversarial tactics, employing creative techniques to exploit weaknesses, while always maintaining ethical standards to enhance the overall security posture.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Case Management Consultant
Telstra
11.2022 - Current
- Working within the Priority Assistance Department (NBN Priority Assist Case Management), Identify, resolve, and fix faults while adhering to the Service Level Agreement (SLA) and maintaining quality standards
- Research, analyze, evaluate, and monitor network infrastructure to ensure networks are configured to operate at optimal performance
- Managing and resolving customer complaints by taking ownership of tickets and addressing issues via phone, email, online chat, and TMS tools
- Assess and rectify improvements to network operations and integrated hardware, software, communications, and routers
- Resolve customer complaints and take ownership of tickets to solve issues via phone, email, online chat, and TMS tools
- Use network management tools to reboot, restart, and reset network-managed devices using NEM DEMS, T&DM, Modini, CAPTURE, etc
- Use ServiceNow CAPTURE tools to analyze multiple tickets, find root causes, and provide solutions by running tests on DPU, modems, ports, lines, sockets, etc.
Department Manager
Mc Donald’s
03.2022 - Current
- Lead and oversee quality assurance programs to ensure compliance with industry standards and regulations
- Develop and implement quality control processes to enhance product reliability and performance
- Conduct regular audits and inspections to identify areas for improvement and ensure adherence to quality standards
- Collaborate with cross-functional teams to address quality issues and implement corrective actions
- Train and mentor staff on quality assurance protocols and best practices
- Analyze data and generate reports to track quality metrics and inform decision-making
- Engage with suppliers and customers to resolve quality-related concerns and maintain strong relationships.
Education
Master’s Degree - Cyber Security
La Trobe University
Melbourne, AU12.2023
Bachelor Degree - Computer Science
Christu Jyothi Institute of Technology & Science
India01.2020
Skills
- Cybersecurity Frameworks
- CCNA Trained
- Computational Tools
- Data Communications
- System Configuration
- Employee Coaching and Motivation
- Managing Operations and Efficiency
- Handling Customer Complaints
- Persistent problem solver
- High level of accuracy
- Inquisitive nature to drive improvements
- Problem-Solving
- Attention to Detail
- Team Leadership & Development
- Client Relationships
- Analytical Thinking
Certification
- Cybersecurity virtual experience - Mastercard
- Cybersecurity virtual internship - ANZ bank
- Operations and Technology program - Mc Donald’s
References
Available upon request
Languages
English
Native or Bilingual
Timeline
Case Management Consultant
Telstra
11.2022 - Current
Department Manager
Mc Donald’s
03.2022 - Current
Master’s Degree - Cyber Security
La Trobe University
Bachelor Degree - Computer Science
Christu Jyothi Institute of Technology & Science
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