Adobe PhotoShop
Hi, I’m
Clinton Hefele
Trust And Safety Specialist 1 (Cybersecurity Blue Team)
Cape Town
Summary
Seasoned auditing professional knowledgeable about risk aversion strategies, cost reduction options and financial processes. Decisive and persuasive communicator with proven problem-solving, leadership and planning abilities. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Trust and Safety position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
years of professional experience
1
Certification
1
Language
Work History
Amazon Web ServicesCape Town
Trust & Safety Specialist1(Cyber Security Analyst)
12.2021 - 04.2023
Job overview
- Supported audit procedures to check all procedures, processes and work standards.
- Gathered information, prepared reports, and drafted correspondence related to cases.
- Led training course for employees at all levels.
- Reviewed and analyzed safety data and statistics to identify trends and areas requiring improvement.
- Act as a high-judgement decision maker for escalated situations where there may be no
established SOP. - Work with AWS service teams, account managers, and customers to ensure a consistent and
high-quality level of support. - Investigate the details of abuse reports and develop processes and responses to help resolve the
issue. - Manage queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up
- Provides feedback on policies, procedures and tools that need improvement or creation.
- Own escalated AWS customer issues.
Amazon Web Services Cape Town
Seconded Manager (Trust and Safety Team)
03.2021 - 12.2021
Job overview
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained professional, organized, and safe environment for employees and patrons.
- Organized, prioritized and scheduled work assignments to meet business need.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground with effective conflict resolution via coaching and mentoring .
- Monitored and analyzed team performance to identify areas of improvement and make necessary adjustments.
- Carried out supervisory responsibilities in accordance with Amazon’s policies and procedures
- Communicated policies to associates and is the primary information source for staff.
- Screening new potential candidates for positions.
- Drove projects that improved support-related processes.
- Performed ambiguous tasks without guidance and support. Completed tasks without having all the information.
Amazon Web Services Cape Town
Trust & Safety Associate (Cyber Security Analyst)
11.2019 - 03.2021
Job overview
- Developed and maintained incident response protocols to mitigate damage and liability during security breaches.
- Performed risk analyses to identify appropriate security countermeasures.
- Called out incidents and trends to Senior Abuse Investigation & Prevention team members and/or Security stakeholders
- Investigated reported abuse such as Spam Email, Port Scanning, DoS, Phishing and Malware, Intrusion Attempts etc.
- Took action on abusive/non-responsive customers by applying mitigation when applicable.
- Investigated abuse reports in accordance with defined Amazon Abuse procedure.
- Implemented security measures to reduce threats and damage related to cyber attacks.
- Managed relationships with third-party intrusion detection system providers.
- Created and contributed to the improvement of policies and procedures.
- Analyzed network traffic and system logs to detect malicious activities.
Amazon Web Services Cape Town
Technical Customer Service Associate
10.2019 - 11.2019
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Boosted productivity by offering skilled administrative assistance and client support.
- Investigate and resolve billing, tax, reseller and account queries regarding Amazon’s services
and accounts. - First point of contact for customers by answering their requests through phone, chat, and/or email, and use a variety of tools to analyze and troubleshoot issues in real-time, investigate solutions, and communicate effectively with customers.
- Escalated relevent issues
Amazon Web ServicesCape Town
Technical Customer Service Associate (Accounts)
01.2016 - 11.2017
Job overview
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Investigate and resolve billing and account queries regarding Amazon’s services and accounts.
- First point of contact for customers by answering their requests through phone, chat, and/or email, and use a variety of tools to analyze and troubleshoot issues in real-time, investigate solutions, and communicate effectively with customers.
Long Life Lettering Cape Town
Buyer /Estimator & Stock Controller
01.2016 - 11.2016
Job overview
- Communicated with vendors regarding inventory needs and negotiated prices to maintain profit margins.
- Maintained complete documentation and records of all purchasing activities.
- Maintained key item stock levels and wrote or expedited purchase orders.
- Tracked inventory deliveries and prepared spreadsheets detailing item information.
- Provided quotes and costing to sales representatives.
- Estimated materials required for the various jobs.
Long Life Lettering Cape Town
Assistant Manager
06.2015 - 12.2015
Job overview
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Researched and tested new materials for production.
- Successfully managed production activities to achieve on-time delivery of orders.
- Designed and implemented new production schedule to reduce loss in labor and inventory.
- Identified and planned for resources needed to accomplish production objectives.
- Oversaw scheduling and job backlogs to properly allocate personnel and material resources.
- Overcame obstacles and variables to maintain production efficiency, meet deadlines and achieve high levels of profitability.
- Implemented performance, quality and efficiency measures to achieve aggressive production goals.
- Contributed to company growth by delivering quality customer service to foster growth and retention.
- Led quality control initiatives to reduce downtime and boost profits.
- Coordinate work between printers, designers and sales reps.
Long life Lettering Cape Town
Senior Printer Operator
11.2006 - 12.2015
Job overview
- Maintained Mimaki printing equipment and performed minor repairs to reduce production downtime.
- Reviewed customer job specifications and document proofs to obtain printing project instructions.
- Organized printing supplies in stockroom to facilitate easier retrieval for production operations.
- Colour matching prints to pantone colours.
- Preparing artwork for printing on the apple Macintosh.
- Printing on the Mimaki SP260s, Arizona 50, Mimaki JV5 and the Mimaki 2500, Swiss q flatbed, Mimaki SWJ320 S4.
Education
InfoskillCape Town South Africa
No Degree from Computer Networking
University of South Africa Cape Town South Africa
No Degree from Computer Programming
Skills
Administrative support
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved [Issue] which led to [Results].
- Collaborated with team of [Number] in the development of [Project name].
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Supervised team of [Number] staff members.
- Achieved [Result] through effectively helping with [Task].
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Handled and resolved the largest Number of reporting discrepancies in [time period].
- Generated a [Number]% reduction in month-end close.
- Promoted to [Job title ] and assisted with training and supervision of press operators.
- Increased profits by [Number]% without reducing customer satisfaction rates.
Software
Illustrator Cs6
CorelDraw 16
VMware
VNC (android & windows)
Teamviewer (android & windows)
Linux
Windows server 2008
Certification
[Area of certification], [Company Name] - [Timeframe]
Timeline
[Area of certification], [Company Name] - [Timeframe]
03-2023
Trust & Safety Specialist1(Cyber Security Analyst)
Amazon Web Services
12.2021 - 04.2023
Seconded Manager (Trust and Safety Team)
Amazon Web Services
03.2021 - 12.2021
Trust & Safety Associate (Cyber Security Analyst)
Amazon Web Services
11.2019 - 03.2021
Technical Customer Service Associate
Amazon Web Services
10.2019 - 11.2019
Technical Customer Service Associate (Accounts)
Amazon Web Services
01.2016 - 11.2017
Buyer /Estimator & Stock Controller
Long Life Lettering
01.2016 - 11.2016
Assistant Manager
Long Life Lettering
06.2015 - 12.2015
Senior Printer Operator
Long life Lettering
11.2006 - 12.2015
Infoskill
No Degree from Computer Networking
University of South Africa
No Degree from Computer Programming
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