SOC Support Officer

Name: Malik Obeidat

Address: *** ***** ******, *** ****** 07047

Phone: 919-***-****

Email: *****.*******@*******.***

SKILLS

Analysis.

Problem-solving.

Trouble-shooting.

Technical Support.

Multi-tasking.

Time Management.

Team Player.

Leadership skills.

Self-motivated.

Adaptability.

Willing to learn.

EXPERIENCE

SOC Support Officer Feb 2013 - Jul 2015

Umniah Mobile Company

Responsible for working in a rotational 24x7 Security Operat ion Center (SOC) environment.

Monitoring of real-time security events generated by varying network security technologies in order to discover potential threats to the enterprise.

Provides analysis and trending of security log data from a large number of heterogeneous security devices.

Administration on SIEM, create, modifies, and tunes the SIEM system rules to adjust the specifications of alerts and incidents.

Provides Incident Response (IR) support when analysis confirms actionable incident.

Perform Vulnerability scanning, based on the needed compliancy standard.

Provides threat and vulnerabil ity analysis as well as security advisory services.

Integrate and share information with other analysts and other teams.

Analyze and respond to previously undisclosed software and hardware vulnerabilities.

Investigate, document, and report on information security issues and emerging trends. Customer Care Representative Jan 2011 – Feb 2013

Umniah Mobile Company

Handle all kinds of customers calls related to inquiries and requests of service (such as; subscription, handset usage, invoices, bill payments, change of offers, service fees, additional service and any new offers, product and services that Umniah would provide); in a prompt, courteous, friendly and professional manner.

Educate customer on Umniah services and products offered and direct customer toward available resources for self -help/service (such as; IVR & Customer Care On-Line, and/or any other contact channel).

Resolve customer complaints and issues to the satisfaction of the customer.

Enter customer data and other relevant information into call center database or other data repository, as required.

Schedule, assign a complete customer information case to back office for cases that cannot be solved on line following the call center processes & guidelines .

Provide call center management of all types of customer feedback on daily basis.

Alert call center direct management of issues and concerns that require escalation for complete resolution or which may indicate a larger, underlying problem (such as; network problem, system failure …etc.).

Build a customer relationship, which add-value to the customer, leading to a long term profitable relationship.

Maximize opportunities to up-sell and/or cross sell Umniah products and services.

Handle customers in a professional manner and efficient service delivery with consideration to the call load and number of waiting customers in queue.

Keep customers informed of global problems or scheduled down-time. Also keep them informed of progress on problems that cannot be resolved at point of call.

Keep peers and team leaders informed of trends, significant problems, unexpected delays.

Participate in individual and team trainings and meetings requested by management to ensure skill development and knowledge is up-to-date.

EDUCATION

Al al-Bayt University 2009

B.Sc. in Computer Information Systems.

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