Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

NASTEHO ALI

Ottawa,ON

Summary

Watchful professional offering comprehensive, hands-on experience identifying, investigating, and responding to information security alerts. Expertise in searching through data-sets to detect threats and anomalies, and administering metrics to maintain security processes and controls. Focused on helping businesses safeguard sensitive data from hackers and cyber-criminals.

Overview

7
7
years of professional experience
2
2
Certifications
2
2
Languages

Work History

Website Developer

Teleptc
11.2023 - 02.2024
  • Participated in project planning sessions to define requirements, set priorities, and establish timelines
  • Contributed to the delivery of new features
  • Participated in regular code reviews with peers to ensure consistent quality throughout the development process
  • Enhanced user experience by applying responsive design, reducing page load times, and implementing caching strategies
  • Implemented SEO best practices to drive organic search engine rankings and increase website visibility
  • Developed custom WordPress themes for improved website functionality and increased traffic
  • Provided security maintenance and patching on website interface to maintain viability after launch.
  • Planned website development, converting mockups into usable web presence with HTML, CSS, JavaScript coding.

Apple Technical Support Agent

Teleperformance
07.2019 - 08.2023
  • Identified trends in common issues faced by users, recommending areas for improvement or further development in products or services offered by Apple.
  • Enhanced customer satisfaction by efficiently resolving technical issues with Apple products and services.
  • Assisted customers in navigating product features, enabling them to maximize the utility of their Apple devices.
  • Installed and configured operating systems and applications.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance.
  • Served as a point-of-contact between customers and other departments within the organization when cross-collaboration was necessary.
  • Efficiently managed high call volumes during peak periods without compromising quality or responsiveness to customer inquiries.

Customer Service Representative

MSI Corp
05.2017 - 03.2019
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Answered constant flow of customer calls with minimal wait times.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Education

Bachelor of Science - Computer Science

University of Ottawa
Ottawa, Canada
05.2001 -

Skills

Network Security

Java/Python/C#

HTML/CSS/JavaScript

SQL/PostgreSQL/PHP

Windows/Dos/Linux

MS Office

Networking and Security

Troubleshooting

Oral and written communications

Technical Support

Web Security

Version Control Systems: Git, Github

Multitasking

LAN/WAN, TCP/IP Networking

Routing protocols - BGP, OSPF, ECMP, MPLS

Websites

Certification

Cisco Certified Network Associate (CCNA)

Timeline

Website Developer

Teleptc
11.2023 - 02.2024

Apple Technical Support Agent

Teleperformance
07.2019 - 08.2023

Customer Service Representative

MSI Corp
05.2017 - 03.2019

Bachelor of Science - Computer Science

University of Ottawa
05.2001 -

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NASTEHO ALI