Mohamed El Airou
Leicester,United Kingdom
Summary
Cybersecurity professional with hands-on experience in incident response, threat detection, and security monitoring. Holds CompTIA Security+ and eJPT, with strong practical skills in networking, log analysis, and malware investigation. Experienced with SIEM tools, Windows/Linux systems, and security controls including EDR and IDS/IPS. Strong analytical thinker with excellent communication under pressure. Preparing for BTL1 (Blue Team Level 1) to further enhance defensive security and SOC capabilities. Passionate, detail-oriented, and committed to growing a career in cybersecurity.
Overview
8
8
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work history
2nd line Support Technician
VenturEd Solutions (formerly Community Brands)
Leicester, United Kindom
10.2023 - 11.2025
- 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, United Kingdom 01.2021 - 06.2022
Diploma of Higher Education - Arts Stream
High School Diploma (Baccalaureate)
Tetouan, Morocco /2014 - /2016
Bachelor of Arts - Bachelor of Arts
Abdelmalek Essaâdi University
Tétouan, Morocco /2017 - /2020
Skills
- SIEM Monitoring & Incident Response
- Threat Detection & Malware Analysis
- Log Analysis & Digital Forensics
- Windows Server & Linux Administration
- Network Protocols & Security Controls (EDR, IDS/IPS, SOAR)
- Vulnerability & Risk Awareness
- Regex & Scripting (PowerShell/Python)
- Strong Analytical & Troubleshooting Skills
- Clear Communication under Pressure
- Knowledge of PCI-DSS & ISO27001
- IT support services
- First class customer service
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 (formerly Community Brands)
10.2023 - 11.2025
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
Diploma of Higher Education - Arts Stream
High School Diploma (Baccalaureate)
/2014 - /2016
Bachelor of Arts - Bachelor of Arts
Abdelmalek Essaâdi University
/2017 - /2020