It Support Specialist

SAHAR JAZI

Queens, NY P: +484******* **********@*****.***

IT SUPPORT ENGINEER

EDUCATION

NORTHAMPTON COMMUNITY COLLEGE Bethlehem, PA

Associate of Applied Science: Cybersecurity Jan 2022 – Dec 2024 Cumulative GPA: 3.8/4.0; Dean’s List 2023-2024

NORTHAMPTON COMMUNITY COLLEGE Bethlehem, PA

Specialized Diploma in Application/Web Programming. Aug 2018 – May 2019 HIGHER INSTITUTE OF TECHNOLOGY STUDIES Rades, Tunisia Bachelor of Science: Information Technology Jul 2016 – Jul 2020 WORK EXPERIENCE

WEB HOSTING CANADA Montreal, Canada

Technical Support Specialist Oct 2021 – May 2022

● Delivered bilingual technical support in French and English, managed web hosting plan queries, and achieved a 30% reduction in customer churn through efficient resolution via phone, chat, and support tickets.

● Enhanced website security by installing SSL certificates and establishing automated monitoring of server logs; thwarted over 200 potential cyber threats, ensuring 99.9% uptime and data integrity.

● Implemented efficient DNS zone management and troubleshooting processes, resolving complex issues, and maintaining a 99.8% uptime for domain name resolution services.

● Reached a 95% positive feedback rating and reduced escalations by 20% by streamlining technical issue resolutions and delivering outstanding customer service experiences.

● Implemented software updates and security patches, decreasing downtime due to security vulnerabilities by 40%. ADACTIM Ariana, Tunisia

IT Support Analyst Jul 2020 – Oct 2021

● Installed, configured, and maintained hardware and software applications, resulting in an increase in operational efficiency, which improved overall productivity by 20%.

● Executed thorough network assessments, detecting and rectifying vulnerabilities, fortified cybersecurity defenses and achieved a 25% reduction in unauthorized access attempts.

● Authored comprehensive technical documentation with clear, step-by-step instructions, reducing onboarding time for new hires by 40%.

● Conducted comprehensive training sessions on IT policies for new hires, improved adherence to protocols by 30%, resulting in enhanced data security and operational efficiency.

● Performed regular penetration testing, uncovering and securing 30 security flaws in web applications. SKILLS

● Operating Systems: Windows Server, Mac OS, Linux (Ubuntu, CentOS), Android, iOS

● Troubleshooting: Hardware Diagnostics, PC Repair, Software Issue Resolution, TicketingSystems, Cloud Services (AWS, Azure), MS Office 365, Active Directory, Remote Support Tools, Jira, Zendesk, ServiceNow.

● Networking: Cisco Routers & Switches, TCP/IP, VLANs, Network Diagnostics and Configuration, VPN.

● Security: firewalls, antivirus software, encryption tools, IDS/IPS, SSL/TLS.

● Programming & Scripting: PowerShell, Bash, Python, JavaScript.

● Security Software: Wireshark, Kali Linux, Metasploit, Nessus, Snort, and Burp Suite.

● Security Practices: Incident Response, Threat Intelligence Analysis, Vulnerability Management, Risk Assessment,Cryptography, Penetration Testing.

ADDITIONAL

Languages: Fluent in English, French and Arabic .

Certifications & Training: Exchange Program Certificate(2019) Awards: Recipient of the Thomas Jefferson Tunisia Scholarship Program 2019 (fully funded by the US department of States). Volunteering: IT Volunteer for local non-profit providing technology workshops to underprivileged youth.

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