شيماء عارف

• Monitored security alerts and events using SIEM tools under supervision to identify potential threats.
• Assisted in incident triage and basic analysis, escalating suspicious activities to senior analysts.
• Supported log analysis from endpoints, firewalls, and network devices to identify anomalies.
• Gained hands-on experience with SIEM platforms and security tools (e.g., QRadar, EDR solutions).
• Assisted in documenting incident reports, investigation notes, and daily SOC activities.
• Learned and applied incident response procedures and security best practices.
• Participated in use case tuning and false positive reduction activities.
• Collaborated with SOC team members to improve detection and response processes.

• Ensured quality assurance of Visa card services, monitoring processes and resolving issues to enhance
customer experience.
• Managed customer relationships, addressing inquiries, complaints, and service requests in a timely and
professional manner.
• Supported the issuance, activation, and maintenance of Visa cards, ensuring compliance with banking
procedures and standards.
• Monitored and reported on service quality metrics and customer satisfaction, identifying areas for
improvement.
• Coordinated with internal teams to resolve transactional issues, card-related discrepancies, and service
disruptions.
• Maintained accurate records of customer interactions and service activities, ensuring data integrity and
confidentiality.
• Contributed to improving customer experience and service delivery processes through feedback and
continuous improvement initiatives.

• Prepared and presented commercial offers and proposals to clients, ensuring clarity and alignment
with customer requirements.
• Coordinated and prepared sales contracts and documentation, ensuring accuracy and compliance with
company standards.
• Engaged with clients to understand needs and support the sales process, contributing to successful
deal closures.
• Maintained organized records of client interactions, offers, and contracts for tracking and follow-up.

• Maintained accurate and high-quality data entry and validation processes, ensuring data integrity and
completeness.
• Utilized analytical tools and system checks to verify data accuracy and consistency.
• Worked with mapping/GIS systems to input, update, and manage location-based data.
• Managed and updated client-related data records, ensuring accessibility and compliance with company
standards.
• Provided timely data updates and reporting support to internal teams and stakeholders.
• Ensured adherence to data management policies and quality standards across all tasks.
• Maintained effective communication with clients to support data accuracy and service quality.

• Supported IT operations and end-user services, ensuring smooth day-to-day system functionality and
user support.
• Assisted in user onboarding/offboarding, including account setup, access management, and system
permissions.
• Maintained and managed IT documentation, system records, and asset inventories in compliance with
data protection and company policies.
• Provided first-level technical support, troubleshooting basic hardware, software, and access-related
issues.
• Coordinated with internal teams to ensure proper system access and role-based permissions for
employees.
• Managed secure and organized digital and physical records, ensuring accuracy, confidentiality, and
availability.
• Supported IT-related training sessions, including preparation of materials, scheduling, and user
guidance.
• Assisted in reviewing and maintaining system access requests and user requirements in line with
organizational policies.
• Communicated effectively with users to resolve issues and provide updates on requests and incidents.
• Ensured compliance with IT policies, procedures, and best practices across daily operations.

• Provided positive customer experiences and enhanced brand reputation through attentive, helpful
service.
• Handled complaints calmly and professionally, providing appropriate solutions to promote continued
customer satisfaction.
• Processed cash and card payments during busy shopping periods, limiting customer wait times.
• Mentored junior team members on methods to provide outstanding service to customers.
• Provided all-round store support, performing cashier duties, offering product assistance and delivering
customer care.
• Reviewed new product ranges to gain knowledgeable for assisting customers.
• Assisted with product selections according to individual requirements and preferences.
• Regularly updated visual merchandising displays to maintain clean, presentable and appealing store
windows.
• Built rapport with customers through courteous and professional communications.
• Kept detailed records of customer interactions for future reference.