Background

7 years IT Support Specialist/CSR, Database Developer (Access, SQL Server, Excel), Cybersecurity -Background includes Air Canada and legal software firm Caret; -Proficient in, Azure, Python and cybersecurity tools (e.g., Splunk and Elastic Stack); -Certified in AWS Cloud Practitioner, ITIL v4 Foundation, and CompTIA Security+; -Bilingual in English and Arabic. Achievements - 85% satisfaction rate (above average) for Air Canada; - Reduced support ticket escalation by 40% for Air Canada; - Streamlined call processing and reduced the call abandonment rate by 25% for CARET; - Completed 8 calls per hour vs 4 expected calls (200% above average) Air Canada; - Created Qatari company HR department database with Excel and Microsoft SQL Server; - Improved order processing via system redesign for a chocolate company in Lebanon.

Job experience

• September 2016 - present
  IT CyberSecurity CSR
  MB IT Security
  

  Mississauga, ON, Canada

  IT enthusiast taking care of friends, family and clients since high school. Services include:
  • Supported the development of security policies, procedures, and guidelines based on research into NIST CSF and industry best practices, ensuring alignment with cybersecurity standards and organizational needs. For example, created a password policy by understanding NIST Protection guidelines on password complexity, which improved overall cybersecurity and reduced the risk of unauthorized access and data breaches.
  • Conducted vulnerability assessments using Qualys Vulnerability Management by scanning the network for vulnerabilities and identifying weaknesses. This helped reduce the number of vulnerabilities and improve overall security.
  • Practice penetration testing to identify and remediate security weaknesses. For example: Completed a course in penetration testing where I learned to simulate attacks on networks and systems to find vulnerabilities.
  • Monitor network traffic for suspicious activity using Wireshark by identifying patterns and potential threats, and detecting unusual data transfers. This helped to identify and address potential security issues.
  • Contributed to incident response efforts by studying incident handling procedures and gaining insights into investigation, documentation, and mitigation strategies.
  • Conducted security awareness training and education programs for friends and family by organizing sessions on basic cybersecurity practices, including creating strong passwords, recognizing phishing emails, and securing personal devices. This helped increase their awareness of online threats and improved their ability to protect their personal information from cyber risks.
  • Implemented multi-factor authentication (MFA) on AWS accounts to add an extra layer of security by requiring both a password and a verification code from an authenticator app. This enhanced account security and reduced the risk of unauthorized access.
  • Researched secure file transfer protocols to deepen understanding of data protection during transmission, aligning with industry best practices and security standards. For example, investigated protocols like Secure File Transfer Protocol (SFTP) to understand how data is protected during transmission.
  • Enhanced endpoint security strategy by implementing robust measures to safeguard devices and data against evolving cyber threats, such as deploying advanced antivirus software and configuring firewalls. This helped protect against cyber threats and ensured that devices remained secure.
  •Explored automation tools and techniques to streamline security compliance reporting and monitoring processes by researching various automation tools for security monitoring, such as automated log analysis using Splunk.
  • Implemented disaster recovery and business continuity principles, by uploading critical files from my laptop to the cloud, ensuring that data could be restored in case of hardware failure or other disruptions.

• September 2022 - May 2023
  TIER 1 SUPPORT ENGINEER
  CARET
  

  Toronto, ON, Canada

  • Achieved a 30% improvement in ticket resolution time leveraging Zendesk to track and monitor client tickets.
  • Reduced the call abandonment rate by 25% by streamlining call processing.
  • Increased uptime by 15% via SQL scripts.
  • Delivered exceptional level 1 support for Amicus Attorney clients, resolving technical issues swiftly and efficiently.
  • Managed client licenses with NetSuite and integrated software solutions with Microsoft Office Suite, and QuickBooks.

• December 2021 - September 2022
  CUSTOMER SALES AND SERVICES AGENT
  AIR CANADA
  

  Toronto, ON, Canada

  • Achieved 200% above average by completing 8 calls per hour versus the expected 4 calls per hour.
  • Managed flight reservations and modifications with an 85% satisfaction rate, providing exceptional customer service.
  • Reduced support ticket escalation by 40% by addressing and resolving technical issues on the Air Canada website.
  • Utilized ServiceNow to create and manage support tickets, ensuring prompt and effective resolution.

Education

• LEBANESE AMERICAN UNIVERSITY
  BSc. In Business Studies (Concentration in Information Technology Management)
  

  2018 - 2021

  BSc. In Business Studies (Concentration in Information Technology Management)

• AWS CCP
  AWS
  c06af73cd7cd4b89957d6b8631d72296
  

  May 2024 - June 2024

  Learned foundational AWS (Amazon Web Services) cloud concepts, services, and architectural best practices. Skilled in navigating the AWS Management Console and utilizing AWS services to build secure and scalable cloud solutions. Equipped with knowledge of cloud economics, security, and compliance aspects. Recognized for understanding fundamental cloud concepts and effectively leveraging AWS cloud services to drive organizational innovation and operational efficiency.
• ITIL v4 Foundation
  Axelos
  GR671613411MB
  

  January 2024 - February 2024

  Learned IT service management principles and practices according to ITIL 4 framework (Information Technology Infrastructure Library). Skilled in implementing effective IT service strategies, managing service operations, and improving service delivery processes. Equipped with knowledge of ITIL 4's service value system, guiding organizations in aligning IT services with business needs and achieving operational excellence.
• Security+
  CompTIA
  54R6T3WTL1E4QF5H
  

  October 2023 - December 2023

  Learned foundational cybersecurity principles including guiding principles: National Institute of Standards and Technology Cybersecurity Framework (NIST CSF), threat detection, risk management, access control, and cryptography. Equipped with essential skills to implement effective security measures across networks, devices, and applications.