Yahya Chegrani
Dublin
Summary
Resourceful Analyst known for high productivity, quality, and efficient task completion. Possess specialized skills in troubleshooting, customer relationship management, and technical documentation. Excel in problem-solving, communication, and teamwork, ensuring seamless product support operations and enhanced user satisfaction. A passion for investigative, problem-solving, and analytical roles, with the drive to enhance and learn new skills.
OBJECTIVE - To leverage strong investigative and analytical skills in identifying root causes, assessing risks, and resolving complex issues, while supporting data-driven decision-making and enhancing operational integrity within a dynamic, compliance-focused environment.
Overview
9
9
years of professional experience
Work History
Product Support Specialist @ Meta
Acccenture
07.2025 - Current
- Receive and review customer-reported issues.
- Follow internal protocols for triaging and handling different categories of issues.
- Liaise with product, engineering, QA, or support operations teams to clarify product behavior, or confirm bugs.
- Maintain detailed records of investigations and outcomes for audit and future reference.
- Stay up to date on new product features, updates, and known issues.
- Participate in product training sessions or QA reviews to deepen understanding.
- Provide internal feedback based on user pain points, or recurring patterns.
- Escalate product bugs or high-impact incidents to engineering or product teams, per escalation procedures.
- Accurately categorize and tag cases to ensure proper tracking and reporting.
- Investigate the reported behavior by examining user account data, logs, and system behavior.
- Respond to users with clear, empathetic, and technically accurate explanations.
- Communicate findings and resolutions, including steps to avoid similar issues, if applicable.
- Translate complex technical issues into understandable language for non-technical users.
- Determine whether the issue is due to a product bug, user error, or expected behavior.
- Conduct an in-depth analysis to identify the root cause of reported issues.
- Collaborate with internal tools or dashboards to pull relevant user activity, or system data.
- Document findings clearly and accurately for internal records and customer responses.
- Reproduce reported issues when necessary to validate bugs or clarify behavior.
Trust and Safety Analyst @ Meta
Accenture
03.2025 - 07.2025
- Evaluated and identified patterns in suspicious user activity for risk mitigation.
- Reviewed and categorized content according to policy guidelines, distinguishing sensitive material.
- Analyzed account details to ensure compliance with established client criteria.
- Investigated complex content issues, resolving directly or escalating as needed.
- Provided insights on emerging trends and assessed policy implications.
- Performed data entry and tracked review tasks, ensuring timely follow-up on open tickets.
- Organized and published content using internal tools to maintain consistency.
- Suggested process improvements to enhance overall workflow efficiency.
Security Officer @ TikTok/Meta
Provincial Security Services
02.2023 - 01.2025
- Managed access control to ensure that every person had their badge displayed and scanned through barriers in line with company policy.
- Analyzed and reviewed security footage for investigative purposes.
- Conducted security checks at building entrances and granted authorized access.
- Inspected firefighting equipment and safety devices regularly, reporting malfunctions and facilitating necessary repairs.
- Issued visitor passes and temporary badges, keeping records of entry and exit to maintain security clearance levels.
- Managed crowd control at events, maintaining order and preventing disturbances or unsafe conditions.
- Handled lost and found property, ensuring items were securely stored and returned to their rightful owners.
- Oversaw the secure opening and closing of facilities, ensuring that all access points were properly secured.
- Responded to alarms and investigated disturbances to assess and neutralize potential threats swiftly.
- Enforced company policies regarding security and confidentiality, addressing violations promptly to minimize risks.
- Warned violators of rule infractions and escorted unauthorized people off-premises in line with company policies.
Multi Skilled Service Partner @ Meta
JLL
05.2021 - 01.2023
- Created a backlog and paper trail for every shipment in an efficient manner to ensure nothing was ever lost.
- Performed extra duties such as PMS around the building and assisting the facilities team during live operations.
- Managed inbound and outbound shipments ensuring.
- Conducted X-ray scans on every inbound shipment.
- Reviewed monthly outbound traffic to ensure efficient delivery with correct partners.
- Obtained customer signatures and scanned items using handheld scanners.
- Inspected mail for correct labelling, postage and documentation.
- Maintained accurate records of incoming and outgoing correspondence for audit and tracking purposes.
- Sorted and distributed incoming post and parcels to departments and staff members efficiently.
- Provided customer service to staff and visitors, addressing queries related to mail and delivery services.
- Aided in budget management for the mailroom, tracking expenses and showing cost-saving opportunities.
- Documented volume of mail received, sorted, and delivered with continuous updates in computer system.
- Trained new mailroom staff in proper mail handling, sorting, and distribution practices.
- Read and followed work tickets governing movements of different packages.
- Monitored shipment progress through tracking systems, promptly addressing any delays or discrepancies to support schedules.
- @ Meta
Security Officer @ Dundrum
Bidvest Noonan
12.2020 - 01.2021
- Patrolled car park areas to confirm correct parking within designated areas.
- Deterred anti-social behaviour and criminal activities impacting occupant or visitor safety.
- Managed access control systems to prevent unauthorised entry into restricted areas.
- Responded promptly to alarms and incidents, assessing situations and taking appropriate actions to minimise risks.
- Coordinated car park traffic flow during high-traffic periods.
- Resolved customer difficulties with parking ticket machines.
Shop Floor Assistant
Primark
03.2017 - 04.2017
- Arranged shelves to display promotions, sales and deals in the ideal placement.
- Established good relationships with customers colleges and management.
- Watched for stock levels and refilled shelves when required.
- Helped with visual displays for optimal placements.
- Coordinated with team members to maintain a tidy and safe shopping environment.
Laptop Repair/Shop Floor Assistant
Carephone Warehouse
10.2016 - 11.2016
- Set up laptops and create recovery drives for 200 laptops a week in an efficient and timely manner.
- Print and stamp pricing on the products and put them out on display.
- Utilised product knowledge to recommend alternatives, ensuring customer satisfaction when their choices aren't available.
- Aided customers with wide selection of products and services.
- Assisted customers with testing and selecting products suited to certain individuals.
Education
Leaving Cert -
Synge Street C.B.S
Ireland01.2019
Skills
- Root Cause Analysis
- Pattern Recognition
- Critical Thinking
- Clear Written Communication
- Escalation Protocols
- Policy Interpretation
- Cross-Functional Collaboration
- Standard Operating Procedures (SOP) Adherence
- Excel / Google Sheets
- Basic SQL / Data Querying
- Problem-Solving
- Incident Analysis
- Adaptability
Training
- PSA Licence, International Centre for Security Excellence, D9
- First Aid Responder, On Site Training
- X-ray Training, On Site Training
- Safe Pass Training, The Glint Centre, Coolock D17
- Various Training Completed, All certs are available on request
Timeline
Product Support Specialist @ Meta
Acccenture
07.2025 - Current
Trust and Safety Analyst @ Meta
Accenture
03.2025 - 07.2025
Security Officer @ TikTok/Meta
Provincial Security Services
02.2023 - 01.2025
Multi Skilled Service Partner @ Meta
JLL
05.2021 - 01.2023
Security Officer @ Dundrum
Bidvest Noonan
12.2020 - 01.2021
Shop Floor Assistant
Primark
03.2017 - 04.2017
Laptop Repair/Shop Floor Assistant
Carephone Warehouse
10.2016 - 11.2016
Leaving Cert -
Synge Street C.B.S