Anthony Crisostomo
Goodyear
Overview
9
9
years of professional experience
Work History
User Support Associate
TikTok
04.2024 - Current
- Resolve 130+ daily account access issues for the Account Inquiry team, exceeding processing targets and reducing case resolution time
- Process 60+ daily cases for the Account Takeover team, investigating and confirming valid/invalid reports of compromised accounts
- Support the Account Inquiry team members with escalated cases involving sensitive operations such as account deletions and two-factor authentication issues
Supply Chain Triage
Best Buy
11.2023 - 02.2024
- Supported the TV Repair Team by being the main intake for junk out units during peak season with an average processing goal of 15-20+ units daily
- Provided feedback to the TV Team to identify opportunities to streamline the triage process and improve efficiency
- Performed initial triage of units that are discovered not cracked to either Complete as functional or hand-off to the Repair Team to further triage
IT Support Coordinator
Offerpad
11.2022 - 05.2023
- Assisted employees with laptops running Windows 10, ensuring seamless operation through troubleshooting, maintenance, and technical support
- Diagnosed and resolved technical issues on iPhones and iPads; ensuring seamless functionality and optimal user experience for employees
- Utilized Intune to perform provisioning and deprovisioning of company systems as part of the onboarding/offboarding process
Security Analyst/Scrum Master
GoDaddy
01.2017 - 08.2021
- Remediated security events such as antivirus alerts, phishing campaigns, social engineering attacks, and server intrusions
- Monitored key security intake channels including ticketing system, email, chat, and security monitoring tools to identify potential incidents
- Served as a point of contact for a Tier 1 team for Low-Medium level alerts & incidents
- Facilitated Scrum ceremonies, such as Sprint Planning, Stand-Ups, Retrospectives & Reviews
- Tracked project metrics and milestones by utilizing Jira and Confluence
CSIRT - Intern
GoDaddy
07.2016 - 12.2016
- Conducted entry level report generation, security event escalation and Tier 1 Triage
- Shadowed senior analysts during critical and high level incidents to learn proper incident management and handling
- Monitored security dashboards and alerts for signs of malicious activity or anomalies within server environment
Education
Some College (No Degree) - Year Up Program - Certificate of Completion
Gateway Community College
Skills
- Collaboration
- Conflict Resolution
- Incident Response
- Triage
- Troubleshooting
- ServiceNow
- Multitasking and prioritization
Timeline
User Support Associate
TikTok
04.2024 - Current
Supply Chain Triage
Best Buy
11.2023 - 02.2024
IT Support Coordinator
Offerpad
11.2022 - 05.2023
Security Analyst/Scrum Master
GoDaddy
01.2017 - 08.2021
CSIRT - Intern
GoDaddy
07.2016 - 12.2016
Some College (No Degree) - Year Up Program - Certificate of Completion
Gateway Community College
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