Abdul Musah Sidibe

403-***-****

ad445v@r.postjobfree.com

Highly skilled security professional with a proven knowledge of monitoring, analyzing, and responding to security events and incidents. Proficient in assessing and managing security risks through various methodologies and implementing robust security controls. Seeking a challenging position where I can utilize my expertise to enhance the security posture of an organization.

Skills:

• Monitoring and analyzing security events and alerts to identify potential threats and incidents.

• Investigating security incidents, conducting forensic analysis, and implementing incident response procedures.

• Assessing and managing security risks through vulnerability assessments, penetration testing, and security audits.

• Implementing and maintaining security controls, policies, and procedures to mitigate risks and comply with regulations.

• Providing security awareness training and guidance to employees on best practices and procedures.

IT Experience:

• Configured and troubleshooted Mac OS and Windows 10 systems, ensuring smooth operation and optimal performance.

• Provided top-notch customer service and technical support to end-users, addressing hardware and software issues promptly and efficiently.

• Utilized a variety of IT tools and SaaS applications such as Google Suite, JAMF, Zoom, ServiceNow, Virus Scan, Microsoft Office, Slack, and Okta to streamline processes and enhance productivity.

• Communicated technical concepts effectively to both technical and non-technical stakeholders, facilitating understanding and collaboration.

• Demonstrated an inquisitive attitude and a desire to learn by staying updated with the latest technologies and industry trends.

• Managed and maintained IT infrastructure, including servers, network devices, and software systems, ensuring reliability and security.

• Implemented and enforced security protocols to protect systems and data from cyber threats.

• Conducted regular audits and assessments to ensure compliance with industry standards and company policies.

• Provided technical guidance and support to colleagues and end-users, fostering a culture of continuous learning and improvement.

• Collaborated with vendors and third-party providers to resolve issues and implement new technologies, contributing to the enhancement of IT systems and services.

• Built and deployed Windows 10 operating systems on Lenovo and HP laptops and desktops for users of one of Calgary's major utility companies.

• Handle and balance multiple support ticket priorities in a shared ticket tracking tool.

• Prepare computers for remote operating systems installations using Windows SCCM.

• Set up display dual monitor display for end users.

• Troubleshoot installation and network issues.

• Managed and maintained inventories of computers and other accessories using Windows Excel.

• Kept and maintained documentation relating to installations.

• Used Windows, and Office 365 Suite to communicate and share office tasks Customer Service Technical Experience:

• Utilized Salesforce and CRM systems to manage customer inquiries, troubleshoot issues, and provide timely resolutions.

• Demonstrated proficiency in Global Protect and Okta to ensure secure access and data protection for both customers and internal teams.

• Collaborated with cross-functional teams to streamline processes, improving efficiency and customer satisfaction.

• Assisted in the integration of customer feedback to enhance products and services.

• Provided training and guidance to new team members, ensuring a smooth onboarding process.

• Managed a portfolio of client accounts, serving as the primary point of contact for all inquiries and requests.

• Utilized advanced customer service skills to build strong relationships and ensure client satisfaction.

• Implemented strategies to upsell and cross-sell products and services, resulting in increased revenue.

• Conducted regular account reviews to identify opportunities for improvement and address any concerns.

• Collaborated with internal departments to address customer needs and resolve issues promptly.

• Processed payments and managed payroll using QuickBooks, ensuring accuracy and compliance with company policies.

• Generated financial reports and conducted reconciliations to maintain accurate records.

• Assisted in the implementation of QuickBooks software updates and provided training to staff members as needed.

• Managed accounts receivable and accounts payable processes, optimizing cash flow and reducing outstanding balances.

• Streamlined administrative tasks to improve efficiency and productivity within the department.

Social and Community Service Experience

• Planned and implemented diverse programs of activities for clients, tailored to their individual needs and preferences.

• Administered client medications accurately and per physician prescriptions, ensuring their safety and well-being.

• Developed and implemented behaviour programs aimed at addressing specific client needs and promoting positive behaviours.

• Organized and executed recreational programs for clients, fostering social interaction and physical activity.

• Prepared detailed incident reports documenting any occurrences and contributed to monthly updates on client progress.

• Coordinated client appointments with doctors, dentists, and other healthcare professionals, ensuring timely access to necessary medical care. Teaching Assistantship Experience:

• Facilitate undergraduate courses in Political Science, including leading discussions, grading assignments, and providing academic support to students.

• Assist in the development of course materials, lesson plans, and assessment tools.

• Conduct research and contribute to scholarly publications in the field of Political Science.

• Collaborate with faculty members to enhance curriculum effectiveness and student learning outcomes.

• Provided instructional support to professors in delivering lectures, preparing materials, and managing classroom activities.

• Assisted students during office hours, offering guidance on course content, and assignments, and study strategies.

• Graded exams, papers, and other assignments in a timely and constructive manner.

• Led review sessions and study groups to reinforce key concepts and facilitate student comprehension.

EMPLOYMENT HISTORY:

Intuit (Private Contractor) Remote

Customer Relations Officer August 2017 – date

AMTRA Solutions (Contractor) Calgary, Alberta

Information Technology Technician April 2019 – Nov 2019 Community Living Alternative Services (CLASS) Calgary, Alberta Community Support Worker 2011-2017

Convergys CMG Welland, Ontario

Customer Service Representative 2006-2008

Brock University St. Catharines, Ontario

Teaching and Research Assistant 2002-2004

EDUCATION AND TRAINING:

Diploma (Information System Security) Calgary, Alberta Southern Alberta Institute of Technology (SAIT) 2019-2021 Master of Arts in Political Science/International Relations, St. Catharines Ontario Brock University 2002-2004

Bachelor of Arts in Political Science and Psychology, Legon, Accra University of Ghana 1997-2000

TRAINING CERTIFICATION:

Cisco Certified Cyberoperation Associate, February 2023 Cisco CCNA Routing and Switching 2019

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