Cyber Security Support Specialist

Faima Gilani

202-***-**** *******@*****.*** Centreville, VA

Professional Summary

Dedicated Cyber Security professional seeking a role to leverage education, experience, and certifications to enhance organizational security posture. Proven track record as a Security Operations Center (SOC) Analyst in monitoring network traffic, conducting vulnerability assessments, and leading incident response efforts. Equipped with CompTIA Security+ CE, (ISC), and Certified in Cybersecurity (CC) to identify, escalate, and mitigate security threats, contributing to the protection of critical assets.

Education & Community Involvement

Bachelor of Science (B.S.) in Cybersecurity and Cloud Computing — King University (In progress, expected graduation December 18, 2026)

Active Member of (ISC ) Northern Virginia Chapter and Loudoun CyberTech Group

Certifications & Technical Skills

DoD 8570 IAT Level II & IAM Level I: CompTIA Security+ CE

(ISC ) Certified in Cybersecurity

ISACA Certified Information Security Manager (CISM) — In progress, expected completion August 19, 2025

Cyber Security Tools:

Splunk Enterprise Security (SIEM) for real-time threat detection and monitoring

CrowdStrike Falcon and SentinelOne for endpoint malware analysis

Proofpoint TAP for email analysis and threat intelligence

Wireshark for network packet capture and analysis

Governance, Risk, and Compliance (GRC): Knowledge of FISMA, NIST Special Publications, and HIPAA

Professional Experience

OPERATIONS SUPPORT SPECIALIST ASSOCIATION OF AMERICAN MEDICAL COLLEGES (AAMC) Remote 03/2025 - Present

Provide frontline technical and operational support, resolving user issues and system disruptions across multiple platforms.

Handle an average of 40–45 support calls daily via Five9, assisting users with real-time troubleshooting and issue resolution.

Respond to approximately 30 troubleshooting emails per day, ensuring timely and accurate solutions across systems, and actively work on email security.

Leverage Five9, Salesforce, System Access Management (SAM), MCAT Registration System (MRS), Score Record System (SRS), and Staff Tools to diagnose, document, and resolve user issues efficiently.

Collaborate with cross-functional teams to identify root causes, escalate critical incidents via submitting ticket through ServiceNow, and improve user experience.

Maintain detailed documentation of support activities to contribute to internal knowledge bases and process enhancements through Salesforce.

SOC ANALYST CYBERNOW LABS STERLING, VA 08/2023 – 02/2025 (Apprenticeship)

Monitor and analyze network traffic using Splunk Enterprise Security, CrowdStrike Falcon, and SentinelOne.

Conduct vulnerability assessments with Tenable.IO and Nessus Essentials

Analyze log files from firewalls, IPS, IDS, servers, and proxies through SIEM solutions

Lead incident response efforts using CrowdStrike Falcon

Investigate phishing threats with Proofpoint TAP

Utilize OSINT tools for comprehensive investigations

Document processes and findings through the Jira Ticketing System

Collaborate on updating SOPs and participate in CTF exercises

APEX SYSTEMS GLEN ALLEN, VA 01/2022 – 06/2023

Managed and executed following projects for clients in diverse industries, consistently delivering high-quality results and maintaining Service Level Agreement (SLA):

Project 1: Technical Support Specialist Peach State Health Plan 11/2022 – 06/2023

Facilitated the implementation of Multi-Factor Authentication (MFA) for providers accessing the Georgia Medicaid Management Information System (GAMMIS) Portal, enhancing security measures.

Managed incoming provider inquiries via AVAYA, effectively documenting and resolving concerns related to GAMMIS functionalities.

Provided technical support for account recovery, including reactivating locked accounts and resetting passwords.

Assisted non-technical providers with joining virtual meetings on My Room HPE, delivering clear, step-by-step troubleshooting instructions.

Project 2: CSR Indiana Health Coverage Program 05/2022 - 11/2022

Supported the Indiana Health Coverage Program (IHCP) by handling calls from Medicaid providers and members.

Documented interactions accurately in the CORE Medicaid Management Information System (MMIS), ensuring compliance and data integrity.

Project 3: CSR III Center for Disease Control and Prevention (CDC) 01/ 2022 - 04 2022

Contributed to the nationwide distribution of At-Home COVID-19 test kits through the COVID-19 Vaccination Hotline, streamlining program workflows for efficient service delivery.

Utilized a variety of software tools, including Microsoft Outlook, Teams, Dynamics 365 CRM, and Amazon Workspaces, enhancing operational efficiency and collaboration.

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