Customer Service Technician

Email- ****************@*****.*** Tampa Bay, FL

Everett Wilson Mobile 813-***-****

Currently in pursuit of A+ Certification

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Demonstrated problem solving ability in a high client impact environment

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Skilled in troubleshooting and delivering excellent customer service

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Employment History

Provest: Private Investigator 02/14 – Present

4520 Seedling Circle Tampa, FL 33614

• Experience conducting legal and multi-jurisdictional research for compliance and due diligence purposes using various tools

(including but not limited to government websites, Court Clerks, etc.)

• Experience reviewing, analyzing and interpreting complex business-related legal documents, as well as, multi-jurisdictional

dockets, case filings and associated court orders

• Ability to analyze complex information, extract pertinent facts and draw constructive conclusions based on the information

without specific or set guidelines

• Comprehensive knowledge of U.S. court systems and the types of cases filed within different jurisdictions

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JCIII and Associates: Forensic Underwriter 11/2012 – 10/2013

5701 E. Hillsborough Ave. Suite 2200 Tampa, FL 33610

• Counter argue appeal letters for missing documentation based upon research conducted

• Submit appeal letters and supporting documentation to investors

• Evaluate individual pipeline report to determine priority of loans to be processed

• Evaluate Securitization of loans for soundness of Underwriting, Compliance and Credit worthiness

Clayton Holdings: Commercial Escrow Tax Specialist 01/2012 - 11/2012

6302 MLK Blvd Suite 300 Tampa, FL 33619

• Conducted due diligence on foreclosed mortgages and created Total Funding Requests for asset managers

• Facilitated the implementation of new policies and procedures in the entire escrow department

• Ensured that tax tracking reports/portfolio reports were updated with new data and documented reports for presentation to the

upper management

• Prepared escrow breakdown reports; submitted to senior management for potential investments

HSBC Mortgage Services: Residential Escrow Tax Analyst (Contract) 04/2011 - 01/2012

636 Grand Regency Blvd Brandon, FL. 33510

• Performed audit on overage or shortage of Property taxes and Insurance escrow asset

• Provided financial records of shortage or deficiency balances

• Administered procedures in efforts of retaining property in jeopardy of financial loss

Bank of America: Senior Fraud Analyst 8/2008 - 4/2010

4109 Gandy Blvd Tampa, FL. 33611

• Examined Check Kiting Fraud, Deposit Verification, and, Anti Money Laundering

• Performed daily reviews and description of ATM fraud, Check Card fraud

• Reviewed potential fraudulent accounts for the prevention and detection of Fraud

• Provided correspondence with management with risk recommendations and remedies

• Evaluate new accounts for fraud risk indicators and compliance.

Verizon Communication: Business Solution Support Specialist 05/2000 - 8/2008

610 Zack St Tampa, Florida 33602

• Help desk support handle a call volume of 300 or more day; ensured that all issues were resolved; upsell company products

• Served as a floor technician for the sales team and executive offices

• Configured and supported clients using Microsoft Outlook 2000, 2003, and 2007

• Monitored and corrected issues with Windows 2000 and 2003 servers to ensure adequate functionality

• Implemented troubleshooting and setup of network equipment, such as routers, switches and cabling.

• Utilized knowledge of installation, monitoring, break-fix, and customer service

Micros of Central Florida: Service Support Technician 1/1998 – 5/2000

3415 W Lemon St, Tampa, FL 33609

• Delivered technical support over the phone for hardware and software upgrades.

• Provided services for the following; implementation, project management, consultation, system upgrades, system restore, help

desk support and remote support.

• Relayed troubleshooting instructions in layman’s terms to users.

• Trained new employees on Company SOPs and PPs.

• Traveled to Various Branch Locations to set up and Correct Branch Issues.

• Presented a suitable solution for our customer’s personal needs based on multiple factors.

Education & Certifications

ITT Technical Institute

Associates Degree, Science Engineering

Hillsborough Community College

Associates Degree, Information Systems

Skills

Operating Systems Years Hardware Years

Windows 7, Vista, 2000, XP ME, 98, 95, 10 Personal Computer Systems 10

3.1s

Microsoft DOS 6.x, 5.x 10 Windows-based servers 8

Peripheral & Communication Devices 10

Applications Years

Office (Win) 2010, 2007, 2003, XP 10 Physical Networking Years

Various SPAM & Anti-Virus Software 10 General Routers, Switches and Hubs 5

Various anti-spyware / anti-malware 10 Cisco Routers & Switches with IOS 4

Cat 5 / 5e / 6 / Fiber Cabling 8

Network Operating Systems Years

Windows Server 2008 R2,2008, 2003, 2000 5

Relevant Coursework

A+, Communications, Computers Applications, Physics, College Mathematics, Computer Programming, Networking, Digital

Electronics, Electronic Devices, Communications Systems, Control Systems, MS Office, VPN troubleshooting, Hardware

troubleshooting

Contact this candidate