Open to opportunities

Jonathan Tolentino

@jonathantolentino

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Customer-focused IT support professional and aspiring cybersecurity analyst with hands-on SOC lab experience.

United States

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What I'm looking for

I’m looking for a role that blends customer service with IT support and cybersecurity work—where I can troubleshoot confidently, investigate alerts, document findings clearly, and grow into stronger security operations.

I’m a customer service professional with 20 years of experience in fast-paced environments, specializing in customer relations, problem-solving, and multitasking. I also bring four years of independent delivery contractor experience, consistently delivering timely, accurate, and efficient service while managing routing, navigation, and time-sensitive logistics.

I’ve supported store operations through IT support work, including hardware/software troubleshooting, POS system support, and basic network setup and maintenance. I’m comfortable maintaining systems, handling day-to-day technical issues, and staying calm while solving problems quickly for both customers and teams.

On the cybersecurity side, I built and maintained a personal SOC-style homelab to practice real workflows. I performed log analysis, event correlation, and alert triage using SIEM tools such as Splunk and Graylog, ran simulated incident response and basic threat analysis, and practiced vulnerability scanning and enumeration with Nmap and OpenVAS-style tools. I also analyzed network traffic with Wireshark and completed Google Cloud security labs focused on IAM, logging, monitoring, and cloud-based security controls.

Certified in Google Cloud Cybersecurity, and supported by additional IT and technical training, I’m ready to combine customer-first communication with practical troubleshooting and security-minded investigation. In my next role, I want to contribute through reliable technical support, careful documentation, and hands-on security awareness.

Experience

Work history, roles, and key accomplishments

Delivery Driver (Independent)

Uber, UberEats, DoorDash

Jan 2020 - Jan 2025 (5 years)

Completed thousands of deliveries across multiple delivery platforms while maintaining consistent on-time performance through efficient routing and safe driving. Provided strong customer service and communication during time-sensitive logistics from pickup to drop-off.

Customer Service Delivery Operations Route Planning Time Management Customer Communications Multitasking

Customer Service Associate

Wawa

Jan 2013 - Jan 2022 (9 years)

Provided high-quality customer service in a fast-paced retail environment, handling transactions, inquiries, and issue resolution while supporting store operations during peak hours. Maintained store cleanliness and upheld health and safety compliance across multiple stations.

Customer Relations Cash Handling Inventory Management Health & Safety Compliance Time Management POS Operation

Deli Prep / Line Cook

Flick International

Jan 2013 - Jan 2016 (3 years)

Prepared hot and cold food items with consistency and accuracy in a high-volume kitchen while maintaining sanitation and food safety standards. Sliced meats and cheeses and assembled deli items to support fast, reliable line operations.

Deli Prep Food Preparation Food Safety Sanitation High Volume Kitchen Quality Control

IT Support & Baker CSA

Country Bagel

Jan 2006 - Jan 2013 (7 years)

Provided IT support for store operations, including hardware/software troubleshooting and POS system maintenance, and assisted with network setup and maintenance. Supported daily customer service and cash transactions while preparing and baking fresh bagels and pastries.

IT Support Maintenance Customer Service Cash Handling Technical Documentation

Customer Service Associate (Dunkin)

Dunkin’

Jan 2002 - Jan 2006 (4 years)

Prepared coffee and food items quickly and accurately while maintaining a clean and organized workspace. Handled cash transactions and supported day-to-day store operations in a fast-paced environment.

Customer Service Cash Transactions Organized Workspace Time Management Team Support Operational Support