Adam Suleman

About / My Approach

Where Technical Meets Customer-Focused

My career started on the frontline — resolving thousands of student queries, managing escalations, and maintaining high CSAT performance.

But what stood out wasn’t just the issues.
It was the patterns behind them.

Why were certain problems recurring?
Why were workflows inefficient?
How could systems be improved instead of repeatedly patched?

That curiosity led me into cloud infrastructure, automation, and security monitoring.

Today, I operate at the intersection of:

• Technical Systems
• Process Optimisation
• User Experience

I believe strong infrastructure isn’t just secure — it’s intuitive, efficient, and designed with real users in mind.

Work Experience

Senior Customer Support Specialist

Security Blue Team

Jan 2026 – Present

• Support complex customer cases across technical and operational domains.
• Provide senior-level escalation support and ensure service quality standards are maintained.
• Collaborate cross-functionally to resolve high-impact issues efficiently.

Student Support Lead

Security Blue Team

Jan 2025 – Jan 2026

• Lead day-to-day operational delivery across email and chat support channels, ensuring consistent service quality.
• Supervise and mentor 3+ support team members, driving SLA adherence and maintaining ≥90% CSAT according to our yearly business objectives.
• Own escalations involving billing disputes, access permissions, and complex cross-department coordination.
• Oversee financial workflow boundaries in collaboration with finance stakeholders, including Stripe invoice visibility and controlled refund authority.
• Handle complex technical cases requiring authentication debugging, platform behaviour investigation, and structured root-cause analysis.
• Optimise macros, tagging systems, workflows, and help centre structures to reduce response time and improve resolution clarity.
• Track KPIs including CSAT, ticket volume trends, SLA performance, and escalation rates to drive continuous operational improvement.
• Contribute to process documentation, SOP refinement, and knowledge base expansion to support scalable team growth.

Student Support Specialist (Nov 2023 – Jan 2025)

Security Blue Team

Nov 2023 – Jan 2025

• Responded to high-volume inbound support cases across email and chat with complex issue resolution.
• Interpreted technical product behavior and communicated solutions in clear, empathetic prose tailored to users’ backgrounds.
• Used structured debugging approaches to investigate platform behavior and liaise with engineering partners.
• Built support templates and a tagging system to reduce misrouting and improve SLA performance.
• Designed and deployed an AI-driven chatbot integrated with support workflows to handle high-frequency queries, reducing repetitive case load and improving first-response times.
• Implemented webhook logic routing and API-based integrations to improve automation accuracy.
• Monitored chatbot performance metrics and iteratively refined prompts and flows to improve user satisfaction.
• Resolved 2,000+ tickets in one year with a CSAT (Customer Satisfaction Score) consistently above 90%.
• Maintained student data in CRM and collaborated multiple teams from Technical teams such as Content/Devops/Cloud, Product, Sales and Marketting teams.

Projects

Azure Cloud Detection SOC Lab (View on GitHub)

• To understand modern threat detection, I built a fully configured Azure Sentinel lab implementing MITRE ATT&CK mapping and NIST frameworks. I developed custom KQL queries and analytics rules to reduce false positives and improve incident response workflows.
• Result: 74% reduction in security event noise and 97% syslog optimisation

Security Assessment – University Website

• Conducted vulnerability analysis and penetration testing to identify and mitigate security weaknesses.
• Analysed system architecture and performed vulnerability scans.
• Identified exploitable risks and delivered mitigation recommendations.
• Utilised Kali Linux, Nessus, Metasploit, Snort, and OpenVAS.

Certifications

• AWS Cloud Practitioner
• Blue Team Level 1 Junior Security Operations
• Microsoft Fundamentals AZ-900
• CompTIA A+

Core Competencies

• Incident Triage & Escalation Handling
• Operational Governance & Access Controls
• Cross-Department Coordination (Finance, Marketting, Product, Academic, Cloud/DevOps, Leadership)
• Data Accuracy & Compliance Awareness
• Root Cause Analysis
• Automation Mindset & Process Design
• Performance Monitoring (KPIs, CSAT, SLAs)
• Clear Technical Documentation
• Stakeholder Communication Under Pressure
• Team Supervision & Quality Assurance

Skills