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Mariam Shahzadi

@mariamshahzadi

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Cybersecurity graduate and IT service desk agent focused on vulnerability management and secure operations.

United States

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What I'm looking for

I’m looking for a cybersecurity-focused role where I can use my Security+ path, configuration review skills, and data-driven mindset to improve vulnerability management and operational security—while growing through hands-on security work and clear mentorship.

I’m a cybersecurity graduate currently pursuing Security+ certification, with hands-on experience evaluating system security configurations and assessing operational security designs. I’m data-driven and focused on identifying trends to strengthen vulnerability management.

In my IT Service Desk Agent role at Capital One, I provide application support through remote access, troubleshoot end-user issues, and aim for first call resolution. I monitor and respond to calls or chats, manage tickets in ServiceNow, and assist with onboarding by training and allowing others to shadow.

Before that, I built strong customer support and compliance habits through customer service and regulated environments, including privacy and security protocols. Whether resolving complex inquiries or balancing cash drawers with confidentiality, I consistently operate with attention to detail and risk awareness.

My technical projects keep me moving from theory to practice—using AWS SageMaker and Jupyter Notebook for a machine learning pipeline, and building network/security labs with pfSense, inter-VLAN routing, IPv6 routing protocols, and access lists. I also work with Active Directory, Docker-based network configurations, and core tools like Linux/Kali for security-focused learning.

Experience

Work history, roles, and key accomplishments

IT Service Desk Agent

Capital One

Jan 2025 - Jul 2025 (6 months)

Provided application and end-user support via remote access tools to resolve software issues and improve first-call resolution. Used ServiceNow to track, escalate, and resolve tickets, and supported new agent onboarding through training and shadowing.

ServiceNow Remote Support Customer Support Escalation Management User Onboarding Call Resolution

Customer Service Representative

Ekra Venture

Mar 2022 - Jan 2024 (1 year 10 months)

Delivered high-volume customer service by addressing inquiries, resolving issues, and assisting with product selection while following privacy and security protocols. Collaborated cross-functionally with sales, marketing, and logistics to resolve complex issues and support process improvements.

Customer Service Product Support High Volume Ticket Queue Handling Cross Functional Collaboration Communication Skills Process Improvement Customer Experience Management

Sales Associate

Ekra Venture

Jan 2015 - Aug 2017 (2 years 7 months)

Supported customer inquiries and purchasing decisions while processing orders, returns, and exchanges according to company policies. Coordinated with multiple departments to ensure smooth customer experiences and shared feedback to improve team performance.

Customer Engagement Sales Support Order Processing Returns Policy Compliance Communication Attention To Detail Team Collaboration

Bank Teller

TD Bank

Sep 2013 - Jul 2014 (10 months)

Processed deposits and withdrawals accurately while maintaining confidentiality and adherence to bank policies. Balanced cash drawers, handled customer account inquiries, and supported branch goals in a regulated environment focused on compliance and risk management.

Cash Handling Transaction Processing Confidentiality Customer Support Record keeping Risk Management Regulated Environments Communication

Education

Degrees, certifications, and relevant coursework

ECPI University

Bachelor of Science, Computer Information Science (Cybersecurity)

Earned a Bachelor of Science in Computer Information Science with a concentration in Cybersecurity from ECPI University (Glen Allen, VA) in Dec 2023; relevant coursework included networking, ethical hacking, scripting, and routing/switching.

ECPI University

Associate of Applied Science, Computer Information Science (Cyber and Information Security)

2022 -

Completed an Associate of Applied Science in Computer Information Science with a concentration in Cyber and Information Security at ECPI University (Glen Allen, VA) starting Oct 2022; relevant coursework included service desk fundamentals and storage area networks/disaster recovery.