Muhammad Yahya

• Completed 25+ scenario-based labs across SOC Level 1 and Blue Team tracks, strengthening analytical thinking and
structured problem-solving under pressure.
• Applied systematic investigation methodology to replicate real-world help desk and incident triage workflows,
documenting findings in structured writen reports.

• Delivered high-quality face-to-face and phone-based customer service in a fast-paced cafe environment, resolving
queries and complaints with professionalism and empathy.
• Managed order accuracy, handled billing discrepancies, and processed customer feedback — maintaining a consistently
positive experience for 50+ daily customers.
• Trained and guided new staff on service standards, POS system usage, and complaint-handling procedures to maintain
consistent service quality.
• Logged recurring customer issues and reported paterns to management, contributing to menu and process
improvements.
• Coordinated with kitchen and delivery teams to ensure timely order fulfillment, reducing average wait-time complaints
by communicating proactively with customers.

• Completed 8-month structured training across network defence, web app security, and threat intelligence with 20+ lab exercises.
• Executed OWASP Top 10 simulations (SQLi, XSS, broken authentication) to understand attack vectors and apply detection and
mitigation strategies.
• Gained hands-on proficiency with Nmap, Burp Suite, Maltego, and Recon-ng in structured offensive/defensive lab scenarios.