Cybersecurity Analyst | Player Support Escalations Specialist

I am a cybersecurity and support operations professional with experience handling complex customer escalations, account security issues, fraud cases, payment problems, and technical investigations.

I have worked as a final escalation point for sensitive Player Support cases, where I independently assessed situations, determined outcomes within delegated authority, and ensured accurate resolution before management involvement.

My background includes investigating social engineering attempts, account policy violations, legal and privacy requests, and executive-level cases while maintaining confidentiality, compliance, and strong attention to detail.

I also contribute to process improvement by performing root cause analyses, reviewing automated detections, reducing false positives, and maintaining internal documentation and knowledge base content.

I enjoy collaborating across teams, mentoring peers, and supporting consistent investigation standards through quality reviews and best-practice sharing.

I am currently building on my cybersecurity foundation through formal education and certifications, including CompTIA Security+, and I am interested in roles that combine security, investigation, escalation handling, and operational excellence.