- Developing and executing comprehensive training programs to educate RSA customers, partners, and internal employees on the features and capabilities of RSA Products. - Implemented a streamlined certification program for RSA Products with over 750 issued credentials to date.- Expanded the scope of the team to include creating new training items and experiences for internals and partners.- Increased RSA Education Services attachment to sales by over 300% in H1 2023

- Managing the SecurID Education Services department.- Hired and built a talented team, leading both technical and operations groups.- Leading the team to provide SecurID Learners (Customers, Partners, and Internals) with an excellent educational experience allowing them to unlock the full potential of SecurID Products.-Maintaining strong relationships internally with the different functions inside SecurID and externally with our customers and partners

- Developing technical training courseware for RSA customers, partners, and employees, and delivers training in various modes: instructor-led training, on-demand classroom and onDemand learning.- Delivering virtual and on-site training to RSA employees, partners, and customers.- Creating engaging learning courses and compelling course content and applying tested instructional design theories, practice and methods.- Restructuring and renovating the existing courses and guides, by enriching their technical content to improve the learner's experience. - Creating supporting media for the courses (audio recordings and video simulations)- Managing training development projects, including developing online assessments and certification exams. - Configuring and troubleshooting complex lab environments for hands-on technical training via self-built lab exercises.- Providing technical assistance and guidance to other team members.- Conducting quality assurance for created or updated courses to ensure their alignment with RSA University standards.

- Provide worldwide remote customer support for the RSA Data Loss Prevention Suite.- Advise customers on best practices for installation and administration of DLP.- Advise customers on best practices for security approaches and vulnerability countermeasures.- Troubleshoot and resolve highly complex issues within the customer environment as they relate toDLP.- Write knowledgebase articles, tech tips and technical procedures.

- Ensuring the SOC is meeting all its operational SLAs and Reporting on SOC SLAs- Maintaining the SOC availability 24x7x365.- Quality Review of all SOC reports. - The development and tuning of all SOC policies and operational procedures to adapt to the customer’s internal environment.- Focal point of all SOC management related communications with customer and acting as a Level-1 escalation point.- Development of all SOC reports/ use cases.- Further analysis incidents reported by the Analysts team- Full incident management and follow up with the customer internal teams.- Working closely with customer’s admins to minimize false positives from the security tools.- Root cause analysis and level 1 incident investigation and analysis.

- SOC team member providing 24x7 monitoring of all the network elements for a customer in the finance sector through HP ArcSight (SIEM) and perform basic troubleshooting•F5 BIG-IP ASM•McAfee IntruShield•HP Tipping Point•Juniper Firewalls (Netscreen, SRX)•McAfee EPO•Microsoft Active Directory Servers, Microsoft Exchange Severs & Databases Servers.- Proactive detection and analysis of security events, network vulnerabilities and network attack patterns.- Handling security incidents and coordinate with all the necessary teams to achieve fault resolution within SLA definitions using ArcSight ESM workflow.- Managing Technical and managerial escalations as part of the incident management process.- Configuring customer's McAfee IntruShield and HP Tipping Point devices, updating and tuning policies.- Enhanced the communications with the customers’ teams, shift handover procedures, cases documentation and reports using my skills gained from my previous experiences.

- Provide Second tier customer technical support for messaging and security solution by providing advanced troubleshooting and solutions for the customers’ incidents on the following products and devices:• Juniper Firewalls (Netscreen, SRX)• Juniper SSL & IDP• Cisco IronPort & Bluecoat Proxies• Checkpoint Firewall• F5 BIGIP LTM• Fortinet UTMs• Microsoft Active Directory, Exchange and Lync 2013• Mobile Iron and Blackberry mobile management solutions.- Coordinate with all the necessary departments or vendors to achieve fault resolution within SLA definitions. - Managing Technical and managerial escalations as part of the incident management process.- Ensure the resolution of most of the incidents on all IT Services without the referral to second support teams. The objective is 75 % of resolution in autonomy according to the KPIs.-Team of the quarter for Q1 2015 and received multiple thank you emails for going the extra mile to resolve the issues and ensure customer satisfaction, - Recognised as one of the top team members and delivered multiple trainings to the team members to enhance their technical level.

- On Duty Shift leader managing over 13 Agents.- Managing the tickets distribution and assigning tasks to the team.- Manage Support Representatives that respond to situations where standard procedures have failed to isolate or fix problems in non‑functioning systems or software.- Work with the team to ensure consistently positive customer experiences with the highest level of customer service, provided in a friendly, collaborative, and resourceful manner.- Best performer and highest score March 2014 and Q1 2014

- Handling and troubleshooting connectivity issues for 150 customers.- Research required information using available resources, follow standard processes and procedures, and identify and escalate priority issues per Client specifications;- Troubleshooting on Cisco Routers, Switches and Nortel WAN switches to resolve routing issues and WAN connectivity issues.- Earned multiple thank you letters and thank you cards from the customers, management and colleagues.- Created multiple troubleshooting guides for different connection type and delivered technical trainings to the team members- Always in top 10 in the KPIs and monthly performance score.- Employee of the Month March 2013.- Best performer and highest score March 2013

- Part Time CCNA and CCNA Security Instructor.- Successfully managed to deliver multiple courses.

Missiles testing and assembly Officer

Part-time CCNA Instructor-Taught an intensive full CCNA course.- Finished before deadline perfectly.- Improved my communication and presentation skills.

CCNA Instructor