Trust and Safety Specialist - Amazon Web Services (AWS)
(2023-01 - 2025-01)
- Served as a key point of contact for customers impacted by security and abuse-related incidents, managing over 100+ cases per month.
- Lead investigations into high-risk abuse cases including DDoS attacks, phishing and crypto mining, resource compromise
- Participate in on-call triage for simulated security events to improve incident response preparedness.
- Handled high-risk and escalated cases involving service disruption, account compromise, and abuse activity.
- Spearhead quality assurance checks and contribute to process enhancements reducing SLA breaches.
- Analysed large cloud datasets to detect anomalies and improve detection logic, built automation scripts in Python, Bash and SQL to reduce manual workload.
- Led and contributed to projects that required deep technical investigation and problem solving with a strong focus on SQL, Bash and Python scripting.
- Partnered with engendering teams and data technicians to advise on security best practices for new projects and processes
- Conducted simulated security events and on-call triage to improve incident response capabilities.
- Supported secure customer communications by helping implement data-protection and redaction processes.
- Designed and implemented automation workflows that increased efficiency and detection accuracy by 30%
- Project work that contributes to company policy changes, process improvement and scalability.
- Reviewed and approved customer penetration testing and Red/Blue team simulated events.
Trust and Safety Abuse Associate - Amazon Web Services (AWS)
(2020-01 - 2023-01)
- Investigated abuse cases while providing direct technical guidance and support to customers.
- Managed customer escalations with a calm, empathetic approach, reducing repeat incidents by 20%.
- Balanced policy enforcement with customer education to promote long-term platform compliance.
- Collaborated with engineering and legal teams to escalate and resolve complex abuse patterns.
- Maintained and contributed to accurate documentation and policy updates
Core Technical Support Associate - Amazon Web Services (AWS)
(2019-01 - 2020-01)
- Delivered frontline technical support to global customers for billing, configuration, and connectivity issues.
- Resolved 50+ customer cases daily while maintaining high customer satisfaction ratings.
- Identified recurring customer issues and shared feedback to improve support processes and self-service documentation.
Hosting Support Agent - 1-Grid
(2018-01 - 2019-01)
- Assisting customers with web hosting issues, such as website errors, defaced
- Working with various web hosting management systems such as plesk, cPanel and Wordpress.
- Assisting sys-admin teams locate issues that affect customer accounts.
Technical Support Agent - Web Africa
(2017-01 - 2018-01)
- Assisting customers with internet support, troubleshooting fibre setup, ADSL as well as 5G. Setting up email accounts
- Assisting with provisioning of fibre and phone line connections.
- Ensuring customer satisfaction is always a priority through feedback mechanisms.
Technical Support Agent - iiNet (Australia)
(2014-01 - 2017-01)
- Supported customers in resolving internet, Wi-Fi, VoIP, and email issues remotely.
- Maintained 90%+ customer satisfaction through effective issue resolution and service.
Customer Care Agent - Vodacom Techno Centre
(2009-01 - 2010-01)
- Handled technical queries related to mobile networks and account services.
Telesales Agent - DFS – Metropolitan Funeral Cover
(2008-01 - 2008-12)
- Consistently exceeded funeral policy sales targets in high-pressure telesales environment.
