Open to opportunities

Jodavid Serna

@jodavidserna

Message

Information Security Specialist with extensive experience in threat monitoring and customer-facing security support.

United States

Message

What I'm looking for

I seek a security-focused role protecting systems and data, with scope for incident response, collaboration with LEA, and customer-facing communication.

I am an Information Security Specialist with over a decade of experience monitoring networks, conducting investigations, and supporting insider threat programs. I have a proven record of applying critical thinking to identify anomalies and compile actionable evidence.

I supported law enforcement requests and emergency subscriber information while holding a Top Secret clearance with DOJ/FBI for approximately nine years, demonstrating reliability and trustworthiness in high-security environments.

More recently, I expanded into customer-facing roles, assisting callers with data breach situations, offering accredited Fair Credit Monitoring Reporting services, and handling billing and payment inquiries with strong attention to detail.

I am a fast learner with hands-on experience in Symantec DLP, ProofPoint, ForcePoint, and Splunk ES, and I am proficient in MS Office and Google Suite. I seek opportunities where I can protect organizational data while leveraging my customer service experience to communicate security risks clearly.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Etech Global Services

Sep 2024 - Mar 2025 (6 months)

Handled inbound calls about data breach incidents, provided guidance and enrollment in free credit monitoring services, and earned 2-year accreditation for Fair Credit Monitoring Reporting.

Customer Service Communication MS Office Google Workspace Attention To Detail

Customer Service Agent

MCI ValorVIP

Apr 2024 - Sep 2024 (5 months)

Answered customer inquiries on billing, payments and complaints for NTTA and THEA accounts, demonstrating strong attention to detail and customer service over multiple assignments.

Customer Service Billing Support Complaint Resolution Attention To Detail Communication Multitasking

Security Specialist

Verizon

Jan 2012 - Jul 2022 (10 years 6 months)

Monitored networks for policy violations, supported investigations and insider-threat event reporting, and applied critical analysis to identify anomalies and compile evidence over a ten-year period.

Security Monitoring ProofPoint Forcepoint

Security Coordinator

Verizon

Jul 1997 - Dec 2011 (14 years 5 months)

Coordinated with law enforcement on emergency subscriber information and surveillance requests, and maintained Top Secret DOJ/FBI clearance for approximately nine years.

Emergency Subscriber Data Surveillance Support Communication