Resume

• Promoted from Customer Service Specialist; managing visual merchandising and in-store presentation
• Administration, Amazon Web Services (AWS), and retail systems management

• Monitor security systems and databases, triaging alerts and escalating events per defined SOPs
• Perform ongoing threat assessments and vulnerability analysis using industry tools and databases
• Coordinate with stakeholders to document and resolve security incidents, maintaining detailed logs
• Apply SEO and digital analytics skills to support threat intelligence reporting and data aggregation

• Led end-to-end incident lifecycle, including detection, triage, prioritization, escalation, resolution, and post-incident review

• Provided cloud support engineering at Dominion Centre, 222 Bay St., Toronto

• Troubleshot and resolved customer issues related to orders, payments, and accounts; escalated complex cases to internal teams using CRM tools
• Leveraged AWS-backed retail systems and internal network services to access customer data and process resolutions efficiently
• Coordinated with cross-functional teams to ensure timely problem resolution and positive customer outcomes
• Promoted H&M’s corporate image and brand through helpful and knowledgeable customer service

• Monitored and maintained network infrastructure, identifying and resolving connectivity and performance issues
• Assisted with network documentation, topology diagrams, and capacity planning
• Performed packet analysis and traffic monitoring using IDS to detect anomalies and support incident investigations
• Supported deployment and configuration of network hardware and cloud-connected devices

• IT Service Delivery, Technical Assistance, and customer support at Vaughan, ON location

• Managed server alerts and system issues on Linux and Windows Server with priority-based response, maintaining first-time fix rates to minimize service disruption
• Performed daily maintenance including backup verification, system updates, patch application, and performance monitoring
• Leveraged SQL and cloud computing skills to support data workflows and reporting systems
• Documented recurring issues and contributed to runbook development for the operations team

• Tracked all kitchen supplies and ingredients along with beverages to guarantee continuous availability for the team

• Supported kitchen operations at 100 Yonge St, Toronto

• Monitored multi-camera CCTV and IP surveillance systems across commercial facilities, ensuring 24/7 security coverage
• Detected and reported suspicious activity, coordinating with on-ground security teams for rapid response
• Maintained surveillance logs and generated shift incident reports for management review

• Monitored CCTV systems and performed regular property inspections

• Databases, Administration, and digital content management

Coursework: Security Incident Response, Open Systems Administration, Software Defined Networks, Wireless Networks, Databases, Microsoft Cloud Technologies (Azure), Linux Administration, Static & Dynamic Networks, Computer Systems Projects (On-Prem & Cloud)

Civil Rights and Social Action — Once a Cadet, always a Cadet

Arts and Culture — “সেবার জন্য সদা প্রস্তুত থাকতে যথাসাধ্য চেষ্টা করা” — “Be Prepared”