Ahmad Mlaybari

• Provided advanced technical support and problem resolution for complex issues beyond the scope of Level 1 support, ensuring systems availability and business continuity.
• Investigated and resolved escalated technical issues within defined SLAs, maintaining detailed documentation of resolution steps and root cause findings.
• Coordinated with external vendors and third-level support teams to address advanced infrastructure and security issues.
• Contributed to and maintained an internal knowledge base of IT procedures, resolution guides, and best practices for the support team.
• Managed network systems, security operations, and endpoint support to maintain uptime and data integrity across enterprise environments.

• Led end-to-end cybersecurity project delivery, ensuring timely completion within scope and budget constraints.
• Coordinated cross-functional technical teams and aligned security solutions with organizational business
objectives.
• Oversaw client engagements, translating complex security requirements into actionable project roadmaps.

• Monitored, investigated, and responded to security incidents using Securonix and Splunk SIEM platforms in a
24/7 SOC environment.
• Performed root-cause analysis on security events, supporting vulnerability assessments and risk mitigation
efforts.
• Conducted alert monitoring, incident triage, and in-depth investigation of phishing campaigns and malware
incidents.
• Collaborated with Tier 3 analysts and stakeholders to escalate and resolve high-severity incidents effectively.

Saudi Arabia
• Provided IT infrastructure and endpoint security support across enterprise systems.
• Resolved hardware, software, and network issues, improving operational efficiency and reducing downtime.