Las Vegas, United States
#OpenToWorkDedicated and adaptable professional transitioning into the technology field with a strong foundation in customer service, fraud analysis, and technical support. Experienced in troubleshooting, problem-solving, and performance monitoring. Seeking an opportunity to apply analytical thinking and technical skills in a dynamic team environment.
Aristocrat Technologies
Deploy equipment to remote workers as well as onsite employees. Upgrades, backups and other maintenance tasks to computers. Utilizing directory services such as active directory as well as applications such as OKTA, Microsoft exchange and Azure portal. Maintain proper asset tracking of equipment to be deployed and collected. Providing technical support both desk-side and remotely.
DraftKings
Assist users with account access, password recovery, and transaction disputes, enforcing identity verification protocols to prevent unauthorized access. Support internal fraud-prevention and account-security processes, escalating potential security threats to specialized teams. Maintain performance metrics for ticket resolution and identify patterns in user-reported issues, contributing to knowledge base updates. Communicate technical troubleshooting steps clearly to non-technical users, enhancing user satisfaction and reducing repeat inquiries.
Capital One
Investigated and resolved fraud cases across multiple channels (card, digital, account takeover), applying knowledge of behavioral patterns and fraud indicators. Collaborated with security and compliance teams to flag suspicious activity and follow protocols under KYC and anti-fraud policies. Led weekly team huddles and shared escalation trends and preventative recommendations to improve team-wide fraud detection.
Asurion
Delivered technical support for smartphones and connected devices, resolving hardware/software issues and guiding customers through diagnostics. Provided Tier 1 troubleshooting, escalating system-level or account-security issues to appropriate internal teams. Led ad-hoc teams during high-volume campaigns and standardized troubleshooting documentation for consistency across teams.
Telus International
Provided front-line support for Google services including Play Store, Wallet, and account recovery workflows. Diagnosed account and transaction issues, escalating app developer reports and security concerns to the proper engineering teams. Generated Excel-based reports tracking KPIs and team quality metrics, identifying trends and potential process improvements. Contributed to support documentation to improve first-contact resolution and reduce escalations by 15%.
B.S. · Information Technology
