Badges
Certifications
Work Experience
Fraud Analyst
Microsoft•  November 2021 - February 2023
As a Fraud Analyst at the Human Intelligence Team, some of the tasks performed at this role include: • Successfully analyzed and investigated data related to transactions in several Microsoft platforms including Azure, Microsoft Learn, and Office 365, resulting in the identification, detection and mitigation of fraudulent behavior and patterns. • Utilized both in-house, SQL and Excel platforms to effectively review and analyze data. • Collaborated with Customer Support team to resolve customer escalations and implement elements of the escalation program strategy, resulting in a high customer satisfaction rate. • Assisted in the training and mentoring of new team members to improve the overall performance of the team. • Implemented new strategies and procedures to improve the efficiency and accuracy of the fraud detection process.
Technical Support Consultant
DreamHost•  September 2020 - October 2021
DreamHost is a US-headquartered web hosting and domain registration provider with close to 25 years on the market and more than 1.5 million websites hosted. • Successfully provided technical assistance in both English and Spanish to DreamHost customers, resulting in high customer satisfaction rates. • Expertly assisted customers with web hosting and email services, as well as account management (setup, billing, payments, etc.) via live chat, email, and call-backs. • Demonstrated strong technical skills by guiding customers through the installation and configuration of their web hosting and email services, installation and troubleshooting of WordPress-based websites, and troubleshooting of Linux-based servers. • Consistently met and exceeded performance targets, such as resolving customer issues in a timely manner, and reducing customer complaints. • Developed and maintained a deep understanding of the company's products and services, as well as industry best practices, to provide accurate and effective support. • Proficient in using Jira and Confluence to manage project tasks and document project processes, with experience in creating and updating project tickets, tracking project progress, and collaborating with team members.
Education
Tallinn University of Technology
Healthcare Technology, MS•  September 2018 - June 2020
Universidad de Sonora
Computer Information Systems, BE•  August 2006 - June 2012
Skills
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