About
Top-performing cybersecurity and threat-intelligence analyst with 4.5+ years of monitoring, investigation, and response experience across a B2B SaaS cybersecurity platform, e-commerce, and Trust & Safety operations. Promoted from Tier 1 to Tier 2 on merit and recognized with the Pinnacle Performer Award as a consistent top performer. Skilled in real-time alert triage, phishing and impersonation analysis, malicious-domain and dark-web investigation, OSINT, and high-volume takedown and enforcement across social, domain, hosting, and app ecosystems. Strong in escalation management, SLA-driven case handling, and cross-functional coordination with Legal, Intelligence, Customer Success, and client SOC teams — backed by a 99.5% quality score across tenure and an 80%+ takedown success rate.
Skills & Expertise (31)
Work Experience
Platform Support Specialist – Tier 2
ZeroFox
May 2025 - Present
Recognized as a top-performing analyst, promoted from Tier 1 on the strength of quality, throughput, and consistency. Triage and resolve 10–20 escalated alerts and queries plus 40+ critical and complex cases daily, delivering actionable intelligence, escalating high-severity events to clients within SLA, and contacting customers directly via Zendesk — at a 99.5% quality score. Perform in-depth investigation of customer-related cyber risks — phishing, impersonation, malicious domains, and threat-actor activity — driving rapid, well-documented response. Assess takedown eligibility and prepare evidence-backed enforcement submissions under impersonation, trademark, and DMCA policies; execute high-volume takedowns across social platforms, domain registrars, hosting providers, and app stores at an 80%+ takedown success rate. Coordinate with Legal, Intelligence, Customer Success, Support, and client SOC teams to prioritize, escalate, and resolve high-impact cases. Track enforcement outcomes, SLA adherence, and takedown effectiveness for case management and leadership reporting. Act as senior escalation point and subject-matter expert for Tier 1 analysts; mentor and train 10+ new team members on investigation methodology, tooling, and quality standards.
Platform Support Specialist – Tier 1
ZeroFox
May 2024 - May 2025
Conducted 24/7 monitoring, investigation, and analysis of brand, domain, and digital-risk threats — fraudulent domains, fake social-media accounts, and brand abuse — ensuring rapid response to reputational threats. Investigated threat-intelligence alerts spanning phishing, impersonation, malicious domains, threat-actor communications, and command-and-control (C2) activity. Performed dark-web monitoring to identify data leaks, ransomware campaigns, and threat-actor chatter, strengthening clients’ cyber-threat defense. Conducted OSINT- and threat-intelligence–driven investigations using Maltego, Shodan, VirusTotal, DomainTools, and infrastructure-pivoting techniques. Supported executive and high-profile-individual protection by monitoring for impersonation and targeted threats against sensitive data and communications, and contributed to situational-awareness and physical-security threat mitigation. Operated within a platform protecting 3,000+ multinational assets (including Fortune 500 organizations) and processing 300,000+ AI-generated threat alerts, supporting adversary-infrastructure disruption and proactive defense against advanced persistent threats (APTs).
Customer Support Representative
Groupon
Feb 2023 - Mar 2024
Managed end-to-end merchant onboarding and served as primary escalation point, resolving complex disputes within SLA. Partnered cross-functionally to remove operational blockers and improve the merchant experience.
Trust & Safety Associate
Wipro (Airbnb)
Jul 2021 - Dec 2022
Performed Trust & Safety investigations and account reviews for Airbnb, assessing risk signals, verification data, and policy compliance to protect platform integrity and community safety. Reviewed and triaged high volumes of flagged accounts and listings, identifying fraud, scams, fake identities, and policy violations, and taking appropriate enforcement actions. Managed high-priority escalations involving account security, identity verification, and operational risk, partnering with internal stakeholders to drive timely resolution. Used platform signals and basic OSINT to investigate suspicious accounts and connected activity, supporting enforcement and fraud-prevention decisions. Maintained accurate case records, investigation notes, and audit trails while consistently meeting SLAs and quality standards.
Education
Bachelor of Commerce (B.Com), Business Administration - Utkal University
2018 - 2022 · Afghanistan
Certifications
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Skills (31)
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