Nidhimol Biju
London,Canada
Summary
Motivated and detail-oriented Cybersecurity student with hands-on IT experience in technical support, security frameworks, and incident management. Skilled in troubleshooting, monitoring, and supporting IT infrastructure while applying security best practices.
Developed strong conflict resolution and communication skills in fast-paced customer service environment. Excelled in handling diverse customer inquiries and delivering effective solutions. Seeking to transition into new field where these transferrable skills can drive positive outcomes.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Desk Representative
Walmart Canada
02.2023 - Current
- Providing front-line customer support to 1000+ customers with purchases and returns.
- Resolve customer complaints and issues efficiently and professionally.
- Manage customer data and records accurately.
IT Support Specialist
Infonet IT Solutions
06.2022 - 11.2024
- Provide first-line technical support to end-users via phone, remote access, and on-site visits, ensuring timely resolution of computer-related issues.
- Set up, install, patch, and troubleshoot hardware, software, tablets, and printing devices, adhering to corporate standards.
- Maintain comprehensive hardware and software inventory, ensuring accurate tracking and resource management.
- Assisted with Active Directory administration, including user account creation, group policies, and permissions management.
- Provided 24x7 on-call support as part of a rotational team, addressing critical incidents and ensuring timely resolution.
Education
Advance Diploma - Cyber Security
Fanshawe College
London, ON12.2025
Skills
- Knowledge of Security Frameworks: NIST CSF, ISO 27001
- Incident Response & Documentation (ServiceNow)
- Hands-on practice in penetration testing methodologies and vulnerability scanning (Burp Suite, Metasploit, Nmap, Wireshark, Kali Linux)
- Security Information & Event Management (SIEM) – Splunk
- Networking Protocols: TCP/IP, DHCP, DNS
- Operating Systems: Windows, Linux, MacOS; Windows Server Administration
- Virtualization & Cloud: AWS, Azure, VMware
- Programming & Scripting: Python, PowerShell, Bash, SQL, C/C
- Microsoft Office Suite (Word, PowerPoint, Excel, Outlook), Visio, Power BI
- Call center experience
- Customer focus
- Complaint handling
- Cross-functional support
Certification
- CompTIA Security + – In Progress
- CCNA – In progress
- Certified in Microsoft Office
- Cybersecurity Foundations (LinkedIn)
Tools
- Strong skills in Burp Suite, Metasploit, Wireshark, Nmap, VMWare, Active Directory, Service Now, Jira
- Software applications: Office 365, MS Teams, Visio, Power BI and Zoom
Languages
English
Full Professional
Timeline
Customer Service Desk Representative
Walmart Canada
02.2023 - Current
IT Support Specialist
Infonet IT Solutions
06.2022 - 11.2024
Advance Diploma - Cyber Security
Fanshawe College