Waqas Arif

Cybersecurity Analyst transitioning from a five-year banking career, backed by industry-recognized certifications in Google Cybersecurity, Microsoft Azure (AZ-900), and AWS Cloud Practitioner, with CompTIA Security+ in progress. Focused on threat detection, log analysis, and security monitoring across cloud and on-premises environments, with hands-on experience triaging simulated incidents and investigating threats through guided security labs in SIEM tools (Splunk, Google Chronicle), Linux, Python, and SQL. Brings a proven foundation in regulatory compliance, fraud prevention, and confidential data handling from banking, combined with a detail-oriented, security-first mindset grounded in the NIST and MITRE ATT&CK frameworks.

Customer Service Representative at WorkWhile (2024-01 – Present)

• Resolved high-volume customer inquiries across multiple client accounts, consistently meeting SLA targets through accurate triage and documented escalation procedures.
• Reduced repeat contacts by identifying root causes of recurring service issues and documenting resolutions in ticketing systems to improve knowledge-base accuracy.
• Sustained high service-quality standards while managing competing priorities across multiple ticketing queues, demonstrating strong attention to detail and clear written communication.
• Adapted quickly to different companies' systems, tools, and procedures through the WorkWhile platform, demonstrating fast onboarding and versatility across varied service environments.

Customer Relationship Officer at Standard Chartered (2017-01 – 2022-12)

• Managed a portfolio of retail banking clients, delivering account services, transaction support, and KYC/AML-compliant onboarding in line with regulatory requirements.
• Identified and escalated suspicious account activity under anti-fraud and risk-management protocols, contributing to branch-level fraud prevention and regulatory compliance.
• Maintained strict confidentiality and accuracy handling sensitive customer financial data across a five-year tenure, strengthening client trust and retention.
• Assessed client needs to cross-sell banking products, supporting branch relationship-management and revenue goals.

Master of Science in Cybersecurity – Georgia Institute of Technology

Bachelor of Science in Computer Science – Newport Institute of Communication and Economics (2013-12)