Mohammed Al-Faleh
Customer Support Officer
Riyadh
Summary
A Driven Cybersecurity Professional on a Continuous Learning Journey
My background demonstrates a strong foundation in cybersecurity, with industry-respected certifications like Security+, eJPT, eCPPT, and eWPTXv2. These credentials solidify my ability to identify and ethically exploit vulnerabilities through penetration testing, ultimately improving system security. However, my passion for information security fuels a constant drive to expand my knowledge and refine my skills.
Currently, I'm deeply engaged in pursuing the Offensive Security Certified Professional (OSCP) certification. This esteemed program validates advanced penetration testing expertise, and my dedication to mastering these skills is further underscored by actively studying the OSCP Official Study Guide (OSEP). This isn't just a one-off achievement; it's a testament to my commitment to continuous learning and staying ahead of the ever-evolving cybersecurity landscape.
Furthermore, my thirst for knowledge extends beyond these current pursuits. The cybersecurity domain is a dynamic environment, and I'm determined to stay at the forefront by actively seeking out new certifications and staying abreast of the latest threats and vulnerabilities. In essence, I'm not just a cybersecurity professional; I'm a dedicated individual with a relentless drive to excel in this ever-challenging field. My ultimate goal is to become a highly valued asset in protecting critical systems and safeguarding sensitive information.
Overview
1
1
year of professional experience
6
6
Certifications
3
3
Languages
Work History
Customer Support Officer
Safe Decision Co. LLC
03.2024 - Current
- Streamlined the support process by implementing new ticketing systems for efficient case management.
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Contributed positively to the organization''s online reputation by promptly addressing negative reviews or comments from dissatisfied customers.
- Collaborated effectively with other departments to handle escalated customer issues, resulting in swift resolutions.
- Developed and updated databases to handle customer data.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Investigated and resolved customer inquiries and complaints quickly.
- Investigated and resolved accounting, service and delivery concerns.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Information Technology Help Desk
Saudi Sicli Company
02.2023 - 03.2024
<>Diagnosed and resolved support calls to limit technology downtime.
<>Developed and maintained equipment and machinery to establish productivity and safe
use.
<>Troubleshot and diagnosed equipment malfunctions and performed repairs.
<>Monitored all equipment and tools and completed projects within required time frame.
<>Logged requests and prioritised response to meet operational needs.
<>Submitted maintenance reports to management for analyses.
<>Collaborated with cross functional teams to brainstorm technical solutions to business problems.
<>Provided technical support and advice for employees, customers or individuals requiring.
<>Devised job schedules and facilitated data integration to support technical requirements.
<>Prepared and maintained project budgets and maintained timely deadlines.
<>Maintained supplier contracts and rolled out new and upgraded software according to release dates.
<>Updated software certifications within deadlines for compliant use.
Education
Diploma - Information Technology
AMA Computer University
8140 Doctor A.Santos Avenue,San Dionisio,Parañaque08.2022
Skills
-Continuous Improvement
-Interpersonal Communication
-Written Communication
-Analytical and Critical Thinking
-Self-Motivated
-Clerical Support
-Training and Development
-Obsidian
-Symantec Endpoint Protection
-Developing security plans
-Implementing security programs
-Microsoft Hyper-V Server
-Protocol development
-Instrument testing
-Nagios monitoring software
-Data gathering and review
-SQL
-Database management software
-Python311
-Software diagnosis
-Penetration testing
-SIEM
-Information forensics Designing security controls
-Data security
-Deductive reasoning skills
-AJAX
-Microsoft ASPNET
-Vulnerability analysis
-Erecting firewalls
-Risk mitigation
-Cyber and digital forensics
-ICT security systems
-ICT disaster recovery
-Linked data
-Computer forensics
-Flexible and Adaptable
-Operating systems
Certification
CompTIA Security+
Timeline
ELearnSecurity Junior Penetration Tester (eJPT)
07-2024
ELearnSecurity Web application Penetration Tester eXtreme (eWPTXv2)
04-2024
Customer Support Officer
Safe Decision Co. LLC
03.2024 - Current
ELearnSecurity Professional Penetration Tester (eCPPT)
09-2023
Information Technology Help Desk
Saudi Sicli Company
02.2023 - 03.2024
CompTIA Security+
03-2022
Diploma - Information Technology
AMA Computer University