• Involved in security and privacy investigations, addressing breaches, fraud, and data security incidents such as: Incident Response, BEC (Business Email Compromise), IP theft, Ransomware, etc.• Identify, research, and organize information to determine what a hacker did to a compromised system, whether data was stolen from a company asset, or what data to assess and provide in a litigation.• Leverage Cloud environment skills for investigations (AWS/Azure/GCP).

• Assist customer from regular to Enterprise regarding Internet Abuse and securing AWS resources• Own escalated cases regarding abuse to resolution from junior agents or internal team reach-outs• Manage customer Security Testing policy• Training Instructor: Completed internal certification to become an instructor for the Trust & Safety team Mentor and train multiple agents and new hire groups from on-boarding day to full productivity levels. Created and co-developed documentation/training guides for new and tenured agents to reference.• Create, update, and manage Trust & Safety workflows

• Work all reported case types such as Email Deliver-ability, Spam Email, Port Scanning, DoS, Intrusion Attempts, Phishing, etc, to mitigate abuse• Take action on abusive/non-responsive customers (applying throttles when applicable)• Assume responsibility for developing detailed knowledge about AWS specific products and features• Verify proper classification of incoming abuse reports and investigation requests

• Assess customer’s tech needs and provide timely solutions. • Diagnose devices, classify issues, guide through solutions, provide documentation when requested.• Follow company solution guidelines while exercising sound judgement on a case by case basis.

• Work with team to understand customer’s needs. Maintain a solid understanding of the Apple ecosystem to better provide solutions for customers. • Probe for small and medium size business needs.

• Manage Bu-Gata's websites and resolve any IT related issues to allow Bu-Gata to focus on their main objective.

• Senior Capstone project: Reducing time cost of business processes by enabling database functionality and creating/providing training materials for the Non-Profit organization Bu-Gata. In addition my team utilized various services to provide a custom solution to our client, that met client requirements and fell within budget.