Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Elmi Chirwa

Ottawa,NY

Summary

A seasoned technology professional with 24+ years of experience specializing in cybersecurity, network security, and technical support. Proven expertise in handling complex technical incidents, conflict resolution, and customer relations in high-stakes environments. Adept at fostering collaboration, mentoring teams, and driving service improvements. Microsoft-certified in Azure Fundamentals, with strong foundational knowledge in cloud computing and an analytical approach to problem-solving.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Internet Security Analyst

Bell Canada
01.2005 - Current
  • Incident Research & Resolution: Investigate security incidents such as spam and malicious network activity
  • Collaborate with customers to resolve issues, ensuring compliance with Bell's Internet Acceptable Use Policy
  • Threat Analysis & Mitigation: Identify and address security threats, including unsolicited emails, DoS attacks, and unauthorized network activity
  • Enforce corrective actions, including service disconnection when necessary
  • Spam Prevention & Email Security: Analyze email headers, trace spam sources, and manage blacklisting processes to prevent IP-based spam
  • Take proactive measures to protect Bell’s network from inclusion in blacklists
  • Email Administration: Resolve email non-delivery issues, mediate IP block removal, and address false positives, ensuring seamless communication for customers
  • Network Security & Reporting: Monitor daily abuse reports and escalate emerging security trends
  • Coordinate with Bell’s Corporate Security and NOC to mitigate potential threats
  • Analyzed log files for anomalies, identifying potential intrusions or malicious activity before significant damage occurred.
  • Maintained up-to-date knowledge of emerging threats by attending professional development events and staying informed on industry trends.
  • Coordinated incident response efforts across multiple departments, fostering teamwork in resolving complex issues effectively.
  • Performed risk analyses to identify appropriate security countermeasures.

Global Expansion Support

Bell Canada
01.2006 - 01.2008
  • Played a key role in launching new call centers in India and Tunisia, training local teams in security protocols, customer communication, and best practices

Technical Support Lead

Bell Canada
01.2003 - 01.2005
  • Led a team of technical agents, consistently achieving SLA targets
  • Provided coaching and oversight to ensure high performance and quality standards

Senior Technical Support Specialist

Bell Canada
01.2001 - 01.2005
  • Resolved network-level incidents, conducted root cause analysis, and recommended product improvements to enhance customer experience and system reliability

Technical Support Representative

Bell Canada
01.1999 - 01.2001
  • Delivered frontline technical support, documented issues, and maintained a strong customer focus across various support channels

Education

Computer Programming Certificate -

Université Du Québec À Montréal
Montreal, QC
10-1999

Programming Analyst Certificate -

College Delta
Montreal, QC
10-1994

Skills

  • Technical Support & Troubleshooting
  • Customer Relations & Conflict Resolution
  • Threat Management
  • Leadership & Mentorship
  • Operating Systems: Azure
  • Operating Systems: AWS
  • Operating Systems: Linux
  • Operating Systems: Windows
  • Operating Systems: Mac OS
  • Security & Incident Management

Certification

  • Microsoft Certified: Azure Fundamentals (2022)
  • A+ Certification(2000)

Languages

English
French

Timeline

Global Expansion Support

Bell Canada
01.2006 - 01.2008

Internet Security Analyst

Bell Canada
01.2005 - Current

Technical Support Lead

Bell Canada
01.2003 - 01.2005

Senior Technical Support Specialist

Bell Canada
01.2001 - 01.2005

Technical Support Representative

Bell Canada
01.1999 - 01.2001

Computer Programming Certificate -

Université Du Québec À Montréal

Programming Analyst Certificate -

College Delta

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Elmi Chirwa