Adam Suleman

Student Support Lead | Aspiring Cloud Engineer

Work Experience

Mentor and supervise support 3+ team members to ensure high‑quality student assistance.
Coordinate training sessions, manage escalated queries, and track performance KPIs.
Develop and optimize support workflows and multi‑channel communication (email, chat).

Responded to student queries, logged cases, and followed up on issue resolution.
Created an AI chatbot for the main e-learning site to automate common queries and improve response time.
Developed help center templates using HTML/CSS, improving accessibility and structure for student guidance.
Resolved 2,000+ tickets in one year with a CSAT (Customer Satisfaction Score) consistently above 90%.
Maintained student data in CRM and collaborated with academic, technical, and administrative teams.

Configured Azure resources including Sentinel for proactive threat detection with MITRE ATT&CK techniques and incident response following NIST 800-53/61 frameworks.
Developed KQL queries for security metric extraction.
Created custom analytics rules to generate alerts for suspicious activity.
Reduced security events by 74.48%, enhancing digital asset security.
Achieved a 97.33% reduction in syslog entries, ensuring overall security.

Analysed the website's architecture and conducted thorough vulnerability scans.
Identified and reported security vulnerabilities.
Provided actionable recommendations for mitigation.
Utilised Kali Linux, Nessus, Metasploit, Snort and OpenVas.
Contributed to the enhanced security and resiliency of the university's online platform.