Rana F.

I’m a Cybersecurity Engineer and IT Support Professional with 7 years of hands-on experience in cybersecurity, network security, cloud environments, technical troubleshooting, and IT operations. Alongside my core cybersecurity work, I also have experience providing technical and user support, troubleshooting issues, handling tickets, and assisting both technical and non-technical users. My core expertise is in cybersecurity and infrastructure security, including: * Security Operations & Incident Response * SIEM: IBM QRadar, Splunk, Wazuh, Microsoft Sentinel, AlienVault * Network Security & Firewalls: Fortinet, Check Point, Palo Alto * Cloud Security: AWS & Microsoft Azure * Web Application Security & Cloudflare WAF * Vulnerability Assessment & Threat Mitigation * Endpoint Security & EDR * VPN & Network Troubleshooting * DLP, Email Security & Phishing Analysis * Security Monitoring, Threat Detection & Response In addition to cybersecurity, I provide **technical support and customer support** for businesses that need someone who can communicate effectively with users while also understanding the technical issues behind their problems. I have experience providing Tier 1 and Tier 2 support to users working onsite and remotely, including overseas teams. This includes troubleshooting network and technical issues, handling support tickets, coordinating with IT teams, assisting users with security-related issues, and explaining technical solutions in a clear and understandable way. ### Technical & Customer Support I Can Provide: * Customer support via chat, email, and ticketing systems * Technical support and troubleshooting * IT Help Desk / Remote IT Support * Ticket management and issue resolution * User, account, and access-related troubleshooting * Network, VPN, email, and endpoint troubleshooting * Website, hosting, and basic server troubleshooting * Security-related customer/user support * Documentation and support follow-ups * Escalation and coordination with technical teams * Explaining technical issues to non-technical users My cybersecurity background is particularly useful when a support issue involves security, networking, systems, access, phishing, email, endpoints, websites, or infrastructure. Rather than simply forwarding a technical problem to another team, I can investigate the issue, identify the likely cause, communicate it clearly, and help move it toward resolution. I’m comfortable working with customers, employees, developers, system administrators, network teams, and security teams, and I understand the importance of being responsive, professional, patient, and clear when dealing with technical problems. I’m available for cybersecurity projects, security operations, technical support, IT support, and customer support engagements, whether part-time, full-time, or project-based. If you need a professional who combines **real cybersecurity expertise with strong technical troubleshooting and user-support capabilities**, I’d be happy to help.