Matt Cruz
Rockville
Summary
Seasoned IT professional with 12 years in IT systems and 3 years in Network Security Administration. Recognizes and mitigates security vulnerabilities while enhancing security awareness to bolster network integrity. Collaborates effectively across all organizational levels and communicates technical concepts clearly. Clearance: High Risk Public Trust.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Help Desk Support Representative
Montgomery College
- Responsible for managing 100-150 of Montgomery College’s desktops and laptops with imaging, reimaging, and installing various software by utilizing SCCM.
- Ensure full and timely resolution of all support tickets, while meeting all Service Level Agreement objectives (SLA) and successfully achieving >90% customer satisfaction rating.
- Handled 400 monthly requests for desk-side support, addressing issues related to workstations, network, shareware, and system access.
- Managed 100-150 of Montgomery College’s desktops and laptops, performing imaging, reimaging, and installing various software using SCCM.
- Setup audio/visual and other presentation needs in conference rooms.
- Executed data backup and restoration tasks for IT systems.
- Conducted root cause analyses to identify and resolve desktop hardware and software issues, leveraging available technical resources.
- Assisted faculty and students with technical support for database software, Java applications, SQL software, and other programs.
- Achieved recognition with an award for best academic performance.
Senior Information Systems Security Specialist
Department of Justice (EOIR)
07.2020 - 10.2025
- Identifying and mitigating CVEs within the environment.
- Investigating and remediating 0-, 7- and 30-day vulnerabilities.
- Oversaw monthly patching process to ensure timely updates and security compliance.
- Vulnerability remediation in DevSecOps.
- Creating, configuring, and setting up both credentialed/uncredentialed network vulnerability scans on EOIR network using Nessus/Tenable vulnerability scanning technology monthly to determine level of vulnerability remains on EOIR network.
- Conducted monitoring and reporting on security devices across the EOIR network with Tenable Nessus and CrowdStrike, identifying suspicious network traffic through vulnerability scans and event analysis.
- Utilized Splunk and CrowdStrike for application management, security, and compliance, reviewing daily security logs to record failed login attempts, identify malicious network activity, and respond to threats effectively.
- Investigating and remediating the Top Riskest Assets in SPDR.
- Assist SecOPS team with updating and remediating servers, desktops and laptops in Draft POAMS.
- Delivered security presentations and addressed questions on security procedures and requirements to align with company and government guidance.
- Perform Tier 1 alert triage by validating alert context, determining severity and potential impact, filtering out false positives, and generating well-documented tickets for escalation.
- Assist with incident response activities, including gathering evidence, capturing indicators of compromise, and supporting containment and recovery steps under guidance of senior analysts.
- Follow established SOC standard operating procedures, playbooks, and reporting formats, and contribute feedback to improve them as detection and response capabilities mature.
- Collaborate with IT, operations, and risk teams to align monitoring and response activities with cybersecurity policies, regulatory expectations, and mission priorities.
- Collaborate with IT, operations, and risk teams to align monitoring and response activities with cybersecurity policies, regulatory expectations, and mission priorities.
Systems Administrator
ARES Solutions Inc. (Subcontractor)
05.2021 - 03.2022
- End user Application Support (Microsoft Application, Jabber & etc.
- Printer issues headwear and software (other than ECAS), Zebra, HP & etc.
- Provided technical support for BIA scanning software.
- Konica Minolta headwear and software scanner support (end user and KM vendor).
- Consulting and supporting leadership and government on BIA process.
- ECAS: HP Web jet admin (Application that manages all ECAS printers) updates, new users, training & etc.
- Configure & test all network folder paths on ECAS scanner (ECAS Scan documents, Training & Testing path in the quickset folder on scanner).
- Supported and trained end users on printer and scanner issues, including CA, FSA, Judges, and site support users.
- ECAS site testing (going live) with each individual FSA of that region.
- Managed Service Now incidents, tasks, and requests by resolving issues or escalating to the appropriate team while maintaining communication with CA, Judges, and site support users throughout the resolution process.
- Created and updated ECAS Service Now reports for leadership and government, detailing active incidents, contact sources, and incident categorization.
- Reports include: ECAS Active Incidents (Duration), ECAS Contact by source, ECAS incidents (Category), ECAS incident (assignment Group), New ECAS Incidents by type over time
- Documented additional relevant experience.
- Managing complex workflow driven products and services
- Building products that span multiple user personas and require coordination across multiple teams or systems
- Worked with data access management, data governance and access management concepts.
- Ability to work with integrate access management tools and platforms.
- Strongly able to work and facilitate with engineering teams with system integrations
- Strong communication skills
Senior Systems Engineer
ARES Solutions Inc. (Subcontractor)
07.2020 - 05.2021
- Assisted Special Projects team with diverse tasks to support EOIR customer objectives.
- Delivered hardware/software support on windows 7/windows 10 PCs, resolving application issues and replacing equipment for 500+ users.
- Performing laptop imaging, desktop replacement and DAR (Digital Audio Recording) configurations, quality assurance and installations for the EOIR courts.
- Providing windows 10 rollout processing and installs to 500+ users.
- Conducting deployment activities, including desktop/laptops, computer user swap outs, user file backups and storage.
- Providing network, hardware, and software support for several departmental projects.
- Ensured team compliance with task assignments by adhering to Standard Operating Procedures.
- Honored with Extra Mile Award for outstanding performance and dedication.
Deskside Support Technician
Internal Revenue Service
12.2018 - 07.2020
- Ensured timely resolution of support tickets, meeting all Service Level Agreement objectives (SLA) and achieving 90% customer satisfaction rating.
- Providing Desk-side assistance when it comes to trouble shooting network systems, software problems and any hardware issues that are being experienced.
- Providing technical support to customers over the phone, face-to-face, and remote through ticketing system Kisam service Manager by HP.
- Providing technical support to senior managers and executive personnel with advanced IT support operations.
- Installing, setting up, and supporting IT resources and products including computer networks, workstations, operating systems, software and other networked electronic equipment.
- Installing software’s on customers’ machines as well as configuring them
- Conducted root cause analysis to effectively resolve desktop hardware and software issues.
- Recovering data off hard drives by slaving them
- Installing adaptive programs for adaptive users such as JAWS, ZoomText, and Dragon.
- Utilizing Microsoft 2013 and 365 software including installs and troubleshooting
- Proficient with Microsoft 2013, 2010, and 365 suites
- Proficient with Gmail and Microsoft Outlook
- Creating user accounts/trouble shut issues on Microsoft Exchange Server 2010
- Mapping IRS employees’ workstations on all 9 floors to the new Canon copiers through there network drives.
- Supported troubleshooting and repair of printers while managing network print queues for HP, Canon, Lexmark, and Dell devices.
- Managing the financial facilities imaging, reimaging, and installing various software’s by utilizing SCCM on over 100-150 windows servers, desktops and laptops.
- Laptop refresh project, which involves transferring data from the old PC to the new PC.
- Utilizing PowerShell scripting for creating new hire profiles and modifications as well as creating new security certificates for Cisco VPN Client for when the end users certificates expire.
- Removing malicious software’s off customers laptops
- Configured audio/visual systems and prepared presentations for use in conference rooms.
- Proficient experience with installing and updating Encryption systems like Symantec end Encryption, and MacAfee Endpoint Encryption
- Conducted daily inventories of laptops and desktops of laptops and desktops daily
- Removing malicious software’s off customers laptops
Help Desk Support and Audio and Visual Support
Universities at Shady Grove
01.2015 - 01.2018
- Installing, setting up, and supporting IT resources and products including computer networks, workstations, operating systems, software and other networked electronic equipment.
- Diagnosed and resolved issues with computers and printers to ensure seamless operation.
- Providing expert technical and operational support for computer-enhanced instruction
- Assisted faculty and students in utilizing technical computer programs, enhancing their ability to complete projects effectively.
- Supported campus-wide IT refreshes by reimaging and ghosting 40-50 computers to ensure updated technology access.
- Troubleshooting computers, printers etc.
- Providing expert technical and operational support for computer-enhanced instruction
- Troubleshot projectors, cameras, amplifiers, microphones, and TVs.
Education
B.S - Cyber Security
University Of Maryland
Shady Grove, MD05-2017
A.A.S. - Cyber Security
Montgomery College
Rockville, MD05-2015
Skills
- Ticket management
- Network troubleshooting
- Software knowledge
- Operating systems
- Remote support
- Customer engagement
Certification
- Security+ CE: COMP001021986107
- CEH-Certified Ethical Hacker: ECC0792456813
- CCFA-200-CrowdStrike Certified Falcon Administrator: CRWD00005599
- CISM- Certified Information Security Manager: 242653861
- Azure AI Fundamentals: 72A126-3376Z8
Timeline
Systems Administrator
ARES Solutions Inc. (Subcontractor)
05.2021 - 03.2022
Senior Information Systems Security Specialist
Department of Justice (EOIR)
07.2020 - 10.2025
Senior Systems Engineer
ARES Solutions Inc. (Subcontractor)
07.2020 - 05.2021
Deskside Support Technician
Internal Revenue Service
12.2018 - 07.2020
Help Desk Support and Audio and Visual Support
Universities at Shady Grove
01.2015 - 01.2018
A.A.S. - Cyber Security
Montgomery College
Help Desk Support Representative
Montgomery College
B.S - Cyber Security
University Of Maryland