Summary
Overview
Work history
Education
Skills
Certification
Courses
Timeline
Generic

Mohamed El Airou

Leicester,United Kingdom

Summary

Cybersecurity enthusiast with a strong passion for ethical hacking, penetration testing, vulnerability analysis, and network security. Known for being hands-on, driven, collaborative, and technically minded. Brings a solid foundation in cybersecurity principles and a continuous drive to learn and grow. Offers:

Overview

7
7
years of professional experience
3
3
years of post-secondary education
1
1
Certification

Work history

2nd line Support Technician

VenturEd Solutions
Leicester, United Kindom
10.2023 - Current
  • Applied SQL skills to investigate complex software issues

    Provided technical support, enhancing customer satisfaction

    Resolved technical issues, maintaining smooth workflow

    Assisted clients with software installation, improving user experience

    Created detailed reports on resolved issues for future reference

    Handled 15+ customer calls daily, delivering effective resolutions and ensuring satisfaction

    Prioritized tasks effectively to maintain high productivity

    Handled sensitive data with confidentiality, adhering to company policies

    Followed SLAs strictly when resolving client issues

    Took ownership of personal queue, ensuring resolution or appropriate escalation

Partner Support Agent

Community Brands
Leicester, United Kingdom
12.2022 - 10.2023
  • Investigated, diagnosed, and resolved environmental and network issues

    Guided customers through troubleshooting steps or provided remote support

    Installed software for onboarding and configured systems for existing customers

    Supported multiple SaaS products; onboarded new clients and resolved issues via phone, email, and web forms

    Handled 30+ daily calls from customers, schools, trusts, and local authorities; resolved software-related queries

    Delivered high-quality customer service, resolving 90% of technical issues on first contact

    Trained end-users to improve understanding and usage of software applications

    Installed, maintained, and repaired hardware, ensuring optimal system performance

Full-Time Student – Master's in Communication

Anglia Ruskin University
Cambridge, Cambridgeshire
01.2021 - 06.2022
  • Pursued Master's in Multicultural Communication, with additional focus on cybersecurity through various courses and certifications.


  • Completed coursework in: network security, ethical hacking, data protection, cryptography, risk management, and international data privacy.


  • Developed the ability to communicate complex cybersecurity concepts to diverse audiences.


  • Collaborated with global teams on cybersecurity-related projects.
  • Managed academic responsibilities, balancing multiple projects and deadlines.


  • Strengthened key skills in time management, communication, and problem-solving.

System Administrator / Data Entry

Self-employed / Freelance
Tétouan, Morocco
05.2018 - 07.2018
  • Compiled, sorted, verified accuracy of data before entry, ensuring 100% error-free documentation.

    Compared data with source documents, re-entered to detect and correct errors, improving data accuracy by 15%.

    Stored completed documents in appropriate locations, maintaining 100% organized, accessible records.

    Located, corrected data entry errors, or reported to supervisors, improving data integrity and efficiency.

    Managed software, hardware systems, overseeing regular updates and maintenance for 20+ devices.

    Provided customer support services, resolving 95% of technical issues within first 24 hours.

    Installed, configured, upgraded software, ensuring smooth system operation and user satisfaction.

    Mitigated data loss through proactive system backups and recovery procedures, reducing data loss incidents by 25%.

    Executed system backup and recovery processes, ensuring 99% data recovery success rate.

Education

Master's Degree - Intercultural Communication

Anglia Ruskin University
United Kindom
01.2021 - 06.2022

Bachelor's degree - English literature

Abdelmalek Essaâdi University
Morocco
01.2014 - 01.2016

Skills

  • Troubleshooting network concerns
  • Onsite and remote technical support
  • Vulnerability Assessment
  • Burpsuite
  • Metasploit
  • DHCP
  • DNS
  • Ethernet
  • TCP/IP network environment
  • Hardware systems and components
  • LAN administration
  • Windows
  • ISO
  • Linux

Certification

  • eLearnSecurity Junior Penetration Tester (eJPT)
  • CompTIA Security+
  • OPSWAT Network Security Associate (ONSA)
  • OPSWAT Secure Storage Associate (OSSA)
  • OPSWAT Introduction to Critical Infrastructure Protection (ICIP)

Courses

CompTIA IT Fundamentals, Optima IT

CompTIA A+, Optima IT

Timeline

2nd line Support Technician

VenturEd Solutions
10.2023 - Current

Partner Support Agent

Community Brands
12.2022 - 10.2023

Full-Time Student – Master's in Communication

Anglia Ruskin University
01.2021 - 06.2022

Master's Degree - Intercultural Communication

Anglia Ruskin University
01.2021 - 06.2022

System Administrator / Data Entry

Self-employed / Freelance
05.2018 - 07.2018

Bachelor's degree - English literature

Abdelmalek Essaâdi University
01.2014 - 01.2016

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Mohamed El Airou