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
MS Office Suite
MySQL
Javascripting
Python
Regex
PHP
HTML
Cyber Security Anylis
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