Shakeeb Ilham

At Amazon’s Kindle Direct Publishing platform, I investigate and triage 50–80 technical incidents daily across calls, email, and chat, using structured troubleshooting and root cause analysis to resolve complex application failures.

I analyze system-generated errors and application logs, manage incident lifecycles in Salesforce CRM, and maintain complete evidence trails and technical documentation. I also collaborate with Engineering, Operations, Product, and Policy teams to investigate escalations and recurring issues.

I use Excel, including Pivot Tables and VLOOKUP, to identify incident patterns and surface process and security improvement opportunities. I’ve authored troubleshooting runbooks and proposed a Salesforce workflow improvement to reduce investigation time.

I’m building on this operational experience through the Google Cybersecurity Professional Certificate, with hands-on work in Linux, SIEM concepts, log analysis, SQL security analysis, vulnerability assessment, and incident response. I’m seeking to apply my investigative rigor in a SOC Analyst, IT Support, or Technical Support Engineer role.