At Norwegian Cruise Line Holdings, I monitor corporate, guest-facing, and third-party systems in real time, identifying outages, latency spikes, and application failures across a 24/7 enterprise environment.
I own infrastructure incidents from detection through triage, escalation, remediation coordination, and resolution. I document timelines, root causes, and corrective actions in ServiceNow while partnering with Network, Infrastructure, Application, Cybersecurity Engineering, and Forensics teams during P1/P2 events.
My work also includes SOC L1 overnight coverage, where I triage email, endpoint, and web threats; contain confirmed incidents; audit access; and administer Okta SSO, MFA, and RBAC controls.
Earlier at Norwegian Cruise Line Holdings, I delivered Tier 2/3 end-user support, administered Active Directory and GPOs, deployed standardized SCCM and Tanium images, supported VPN users, and maintained IT asset records. I'm bilingual in English and Spanish and pursuing a BS in Cybersecurity.
