Mariano De La Cruz

Leading Cybersecurity Firm | 100% remote job

• Resolved 10~15 complex tickets daily using JIRA and Qradar SIEM, reducing resolution times by 20% through proactive troubleshooting and effective escalation coordination internally and with providers like IBM.
• Authored comprehensive troubleshooting guides for the knowledge base, cutting client ticket creation by 15% and saving an estimated 5 hours weekly in team research time.
• Strengthened partnerships with 3 VIP clients through weekly meetings, achieving 100% satisfaction ratings and improving their incident response times by 30%.
• Spearheaded an infrastructure overhaul, optimizing event collector servers and redistributing EPS loads, enhancing system performance by 25%.
• Provided after-hours support when necessary, demonstrating commitment to excellent customer service and responsiveness in critical situations.
• Performed root cause analysis on recurring issues, implementing permanent fixes to prevent future occurrences.
• Contributed to the successful completion of major IT projects within stipulated deadlines by efficiently collaborating with team members.

• Upgraded 129 guest rooms by replacing mercury-based lamps with LED lighting, slashing energy consumption by 65% (est. 7,000 kWh annually) and eliminating transformer noise and switch-on delays.
• Enhanced guest satisfaction by ensuring 100% of rooms were issue-free at check-in, minimizing room changes
• Installed additional sockets and lighting across indoor/outdoor areas, improving facility functionality and supporting 100% uptime during peak seasons.
• Collaborated with external contractors to deliver timely maintenance solutions, maintaining high service standards and operational efficiency.
• Demonstrated versatility by successfully tackling a wide range of tasks, from plumbing and electrical work to carpentry and general home repairs, showcasing adaptability and expertise within the field.

• Performed computer maintenance and network setups, improving system reliability and reducing technical disruptions by 20%.
• Designed and installed electrical and surveillance systems for 3 new stores across 2 major clients, enhancing security coverage and supporting operational scalability.
• Implemented hardware backup strategies through proactive maintenance and a plug-and-play hardware, ensuring uninterrupted service for 10 locations,
• Improved client safety and accountability by configuring security cameras, enabling real-time employee monitoring and incident prevention
• Developed customized solutions for unique client requirements & supported end-users in troubleshooting hardware and software problems effectively. leading to increased customer satisfaction ratings.

• Drove an 18% increase in sales conversions by delivering technical pre-sales consultations, with 70% of in-person clients purchasing 3D printers or CNC machines
• Conducted research on new products, validating performance and enhancing client outcomes by recommending reliable equipment.
• Provided exceptional customer service through clear communication of technical issues, repair timelines, and expected outcomes.

• Installed 20~30 pharmaceutical quality control systems across 8 countries, doubling defect detection rates and reducing production errors by over 100% compared to manual inspections.
• Trained 150~200 operators in Spanish, English, and Portuguese, achieving a 85% competency rate
• Performed root cause analysis on recurring issues, implementing permanent fixes to prevent future occurrences.
• Authored multilingual documentation for common issues, slashing remote support response times by 25% and improving resolution success rates by 30%.
• Conducted on-site troubleshooting and preventive maintenance, ensuring equipment uptime and supporting seamless client operations
• Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.