Mohammad Alzoubi

-Customer Support: Respond to customer queries regarding security blocks on Gen AI products.

-Escalation Management: Escalate complex technical issues to L2 support and ensure timely resolution.

Knowledge Management: Create, update, and maintain knowledge articles to assist the support team and customers.

-Queue Monitoring: Monitor the servicing queue to ensure efficient handling of support requests.

-Feedback Loop: Oversee the feedback loop between L1 and L2/L3 support to recommend configuration changes and improvements.

-Tracking and Logging: Track and log all support requests and remediation steps to ensure accurate documentation and reporting.

• As an Information Security Specialist at Apple, I focused on protecting sensitive data and ensuring adherence to security protocols
• I handled customer inquiries about security issues, communicated complex technical concepts in an understandable way, and educated both customers and colleagues on social engineering risks and mitigation strategies
• I also guided team members on compliance and risk management practices, while developing strategies for data recovery and cloud backups

• As a Technical Expert at Apple, I delivered advanced technical support by performing hardware and software repairs while ensuring robust system security
• I mentored team members on secure device management and customer data protection, resolved escalated IT issues to improve system performance, and conducted training sessions on data security best practices for employees and customers