Ali Haidar

About Ali Haidar

I am a results-driven Information Security Analyst and Customer Service Specialist with over four years of combined experience in cybersecurity operations, vulnerability management, incident response, and specialized technical support. I have hands-on experience conducting vulnerability assessments, supporting penetration testing initiatives, managing and responding to security alerts, and implementing security controls in line with standards such as NIST, ISO 27001, and CIS. My technical knowledge includes experience with firewalls, IDS/IPS systems, SIEM tools, methods for system hardening, and basic security concepts of AWS cloud- Along with cybersecurity, I provide strong leadership and client engagement abilities developed during my tenure at Amazon, where I maintained a customer satisfaction rate of over 95%, trained new staff, handled complex technical escalations, and supported front-end operations. My ability to blend technical expertise with efficient communication and problem-solving improves both an organization\'s security posture and user experience- Fundamental Abilities & Proficiencies:Vulnerability Evaluation & Penetration Testing | Threat Identification & Incident Resolution | Network Security Measures (Firewalls, IDS/IPS, VPNs)| SIEM Oversight & Log Examination | Security Standards (NIST, ISO 27001, CIS)| System Tightening & Patch Control | Python & Bash Scripting | Windows & Linux Management | AWS Basics (IAM, Encryption)| Identity & Access Control | Technical Problem Solving | CRM & Help Desk Ticketing | Process Enhancement | Cross-Department Collaboration | Technical Documentation & Audit Readiness

Experience

1. Amazon Customer Service Representative Front Help Desk Representative

   Amazon

   Jul 2023 — Present

   Delivered exceptional customer support through in-person resolving issues efficiently and maintaining acustomer satisfaction rate above 95%. Assisted in streamlining front-end operations, ensuring compliance with company policies and smoothdaily workflows. Trained and mentored new hires on communication standards, CRM tools, and Amazon\'s serviceprotocols.· Provided real-time escalation support for technical or complex service issues. Collaborated cross-functionally with technical and logistics teams to resolve customer concerns promptly. Ensured positive customer experiences and supported the company\'s mission of operational excellence.

Education

• Northern Virginia Community College

  Associate, Cybersecurity

• Northern Virginia Community College

  Associate's degree, Information Technology