ABDUL BASIT IMDAD
Canberra,Australia
Summary
A resilient, forward-thinking Cyber Security Engineer with excellent research, technical, and problem-solving skills. Detail-oriented and able to learn new concepts quickly. Personable and dedicated Customer Service Representative with extensive experience in support service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
5
5
years of professional experience
Work History
Supervisor UniSafe
Securitas - MSS Security
04.2023 - Current
- Administrative support for Educational Institute Australian National University.
- Monitor Gallagher alarm and video monitoring systems to protect client properties and assets.
- Provide real-time response to alarms, breaches, and incidents with utmost professionalism and efficiency.
- Maintain a high standard of professional presentation when handling client communication, both written and verbal.
- Conduct regular system checks and troubleshoot technical issues, ensuring uninterrupted service.
- Collaborate with law enforcement and emergency services for immediate response to critical situations.
- Maintain accurate incident logs and reports, adhering to legal and company policies.
- Train and mentor junior control room officers in alarm and video monitoring best practices.
- Implement security protocols to enhance the safety of clients' premises.
- Conduct routine security system maintenance to prevent downtime and maintain optimal functionality.
- Conducted regular inspections of security personnel and equipment to maintain high service standards.
- Provided technical support to field personnel regarding control room operations.
- Documented process changes in accordance with established policies and procedures.
- Worked closely with staff members in order to resolve any operational problems quickly.
- Answered multiple calls per shift to assist with customer questions and concerns.
- Trained staff on operational procedures and emergency response techniques to enhance team effectiveness.
- Supervised daily operations, ensuring compliance with security protocols and client requirements.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Cyber Analyst
Heathfield Grosvenor Lawyers
08.2022 - 03.2023
- Conducted comprehensive security measures to monitor and protect sensitive data and systems from infiltration and cyber-attacks while assisting in the development of cyber security strategy.
- Responded to user reports of anomalous activity and investigated the root cause.
- Developed post-incident reports to document cyber-incidents which improved the overall situational awareness.
- Managed changes for HG Lawyers' official website and conducted risk assessments related to API integrations using JSON and implemented Postman to simplify the API testing process.
- Configured CISCO network switches and Checkpoint firewall within the given specifications and conducted Wi-Fi surveys to identify and improve coverage.
- Collaborated with the IT Systems manager and senior leadership team to update and maintain disaster recovery, business continuity, and incident response procedures.
- Setup, configure and install new Software and troubleshoot issues on Windows operating system, and Office 365 while developing end-user manuals to minimize 1st level technical support.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Reported on common sources of technical issues or questions and made recommendations to product team.
- Maintained accurate records of all data collected during analysis processes.
- Used data warehousing for data profiling to examine data available in existing databases.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Interpreted and interrelated research data to develop integrated business analysis and projections.
- Examined system issues and applied resolutions to reduce downtime.
IT Support Technician
Healius Limited
03.2021 - 01.2022
- Managed the end-to-end IT service requests including IMAC (Install, Add, Move and Change) and implemented automated workflows in ServiceNow to escalate based on priority, improving turnaround time by 15%.
- Configure, install, test, and troubleshoot hardware systems whilst conducting root cause analysis to identify and implement preventive actions, improving issue reoccurrence rate by 8%.
- Recognized for adapting quickly to changing environments and learning and performing various tasks such as Application Support, COVID-19 business continuity plan implementation and Cyber threat response.
- Performed imaging for desktops and laptops using System Center Configuration Manager (SCCM).
- Created and managed user profiles in the Active directory and assigned permission-based access.
- Assisted in developing comprehensive network design and implementation plans focusing on integrating automation, proactive monitoring and threat intelligence to strengthen the network security posture.
- Conducted proactive monitoring, analyzing and troubleshooting of security and technology events and developing incident reports to present findings.
- Gathered a practical understanding of integrating Kubernetes with DevOps processes which helped to reduce dependencies in IT operations and streamlined the development, testing and delivery pipelines.
- Maintained updated knowledge through continuing education and advanced training.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
Education
Master of Cyber Security - Cyber Security
Deakin University
Geelong, Victoria11.2020
Bachelor of Software Engineering - undefined
University of Management and Technology
11.2018
Skills
- Interpersonal
- Remote Support
- Security Operations
- Agile Methodologies
- Customer service
- Goal oriented
- Staff management
- Automation Design
- Technical Support
- Data Analysis
- Project Management
- Cloud Computing
- Cyber Threat & Incident
- Incident Reporting
- Access Control
- Alarm Systems
- Hardware Installation
- Application Installations
- Software Updating
- System Administration
- User Training
- Computer Maintenance
- Online Chat Support
- Computer Diagnostics
- Project Coordination
- Customer Service
- Technical Troubleshooting
- Hardware Configuration
- IT Governance
- Help Desk Support
- Service Desk Support
- Microsoft Windows and Office
- Friendly and Patient
- System Configuration
- Training and mentoring
Websites
Timeline
Supervisor UniSafe
Securitas - MSS Security
04.2023 - Current
Cyber Analyst
Heathfield Grosvenor Lawyers
08.2022 - 03.2023
IT Support Technician
Healius Limited
03.2021 - 01.2022
Bachelor of Software Engineering - undefined
University of Management and Technology
Master of Cyber Security - Cyber Security
Deakin University