Cell: 205-***-****

*** *** ***** ****

Birmingham,Alabama 35204

ad2219@r.postjobfree.com

Mr. Dexter Newton

Professional Experience

The Sedona Group/IBM

(State Farm Offices/The State of Alabama)

May 2021 - September 2022 (Covid19 Impacted)

Traveled throughout the state of Alabama to all State Farm Offices: Set up workstations with computers and necessary peripheral devices (routers, printers etc.)

Check computer hardware (HDD, mouses, keyboards etc.) to ensure functionality

Installed and configured appropriate software and functions according to specifications

Developed and maintained local networks in ways that optimize performance

Ensured security and privacy of networks and computer systems

Provided orientation and guidance to users on how to operate new software and computer equipment

Organized and scheduled upgrades and wire maintenance without deterring others from completing their work

Performed troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)

Maintain records/logs of repairs and fixes and maintenance schedule

Identified computer or network equipment shortages and placed orders to replace damaged equipment. Familiar with 1603's Fujitsu Equipment and Ciena's 4200s as well as Coriant 7100's SME (Subject Matter Expert).

Insight Global/BBVA Compass Brock Operations Center

Birmingham,Alabama

October 2020 - May 2021

Debit/Credit Card Fraud Analyst BBVA Compass Bank

Worked independently to continuously monitor, review and analyze credit card, debit signature and PIN based transaction activity to detect and prevent unauthorized or fraudulent card activity. Possesses strong technical aptitude and expert level proficiency with fraud detection and prevention applications, such as the DefenseEdge Fraud Detection and SpendTrend applications, to create database queries, run output estimators and implement and manage fraud detection strategy business rules. Possesses exceptional problem solving skills and inherent decision making abilities in order to immediately interpret analysis to create and implement action plan fraud strategies to mitigate financial loss risk such as declining transactions, auto-blocking cards and queueing cards. Balances member card impact and mitigating financial losses by creating precise fraud strategy rules with excellent false positive ratios to optimize member experience by not inadvertently declining valid transactions.

Regularly reviews effectiveness and false-positive ratio of DefenseEdge rules, and makes necessary adjustments to balance member convenience against fraud losses. Possess strong technical aptitude to write complex targeted SQL fraud prevention strategy business rules using specialized system applications including, but not limited to, DefenseEdge, SpendTrend, Alnova, Client Vista, Lynx and Cisco. Expertise knowledge and applied skillset for developing, managing and maintaining DefenseEdge dictionary for database settings, strategy business rules, strategy performance and SQL queries. Remains apprised of current industry fraud coupled with current detection and prevention applications within the industry and executes evaluations and implementations while also identifying enhancements to existing fraud tools.Recommends enhancements, executes evaluations and implementations. Completes research and investigations into current card industry standards, related risk characteristics and fraud trends.

Conducted thorough reviews and investigations of fraud and abuse claims through research and member interviews. Works with management on denying claims based on research. Coordinates fraud detection and prevention efforts with other departments within the organization while also actively participating in fraud forums and managing fraud mitigating projects as assigned. Demonstrates leadership by providing coaching and/or mentoring to team members by sharing comprehensive knowledge of fraud detection and prevention subject matter while providing training and technical support for Card Service’s system applications such as DefenseEdge, SpendTrend, Visa, Data Choice and First Data. This role also serves as a resource to operational policies and procedures while providing guidance with day-to-day fraud prevention functions.

AT&T Internet Services Detroit, Michigan

DSL Technical Support Call Center

June 2014 – October 2020

MANAGER OF TECHNICAL CUSTOMER SERVICES

Coached, developed and evaluated a team of 16 Tier 1 Customer Assistants who were responsible for responding to customer inquiries (U-verse Support/DSL Support) that were technical in nature for consumers and small businesses inclusive of network monitoring and support, utilizing Coaching Tactics through Skill Transfers, Direct Model Feedback, Hot Laps, Setting Expectations, On the Fly Coaching, Accountability, Goal Setting, Acceleration Huddles, Getting to Know Conversations and Team Building.

Created individual data driven tactical developmental plans ensuring all aspects of residential and business networks were fully understood and current with customer premise technology, analyzed data trends and calls to drive positive performance amongst representatives; Created individual action plans to also ensure that each direct report was engaged, fully educated, understood and were following Best Practices for the Uverse Migration Process and Procedures. Resolved customer escalations through network systems, field troubleshooting internal and external business partners; recommended operational improvement, identified opportunities to reduce cost, and enabled first call resolution.

Ensured performance and quality standards through coaching and development responsibilities included 1x1 conversations, team huddles, call observations, required safety coverage, recognition, administration of action plans and discipline as well as maintaining quality documentation for each direct report.

Utilized advanced technical and network knowledge to assist Tier 1 Customer Assistants and/or Tier II and Reps to resolve technical networking issues. Required proficiency working with Outlook. Excel (charts, pivot tables), PowerPoint (creating and presenting) and Word. Trained and developed individual needs the aptitude to become proficient, with training, on several internal applications.

Influenced decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates. Network Analyst Training with 1603's as well as all Fujitsu equipment and Ciena's 4200s and Coriant 7100's MSOC Subject Matter Expert

AT&T Internet Services Birmingham, Alabama

September 2008 – June 2014

DSL Technical Support Call Center

MANAGER OF TECHNICAL CUSTOMER SERVICES/BRIDGING MANAGER

Coached, developed and evaluated a team of 16 Tier 1 Customer Assistants who were responsible for responding to customer inquiries (U-verse Support/DSL Support) that were technical in nature for consumers and small businesses inclusive of network monitoring and support inclusive of desktop support. Using the Coaching Tactics through Skill Transfers, Direct Model Feedback, Hot Laps, Setting Expectations, On the Fly Coaching, Accountability, Goal Setting, Acceleration Huddles, Getting to Know Conversations.

Created individual data driven tactical developmental plans ensuring all aspects of residential and business networks are fully understood and current with premiss technology, analyzed data, trends and calls to drive performance amongst representatives; resolved customer escalations through network systems, field troubleshooting internal and external business partners; recommended operational improvement, identified opportunities to reduce cost, and enabled first call resolution inclusive of Collections and scheduling positive dispatches.

Ensured performance and quality standards through coaching and development responsibilities included 1x1 conversations, team huddles, call observations, required safety coverage, recognition, administration of action plans and discipline as well as maintaining quality documentation for each direct report.

Utilized advanced technical and network knowledge to assist Tier 1 Customer Assistants and/or Tier II and Reps to resolve technical networking issues. Required proficiency working with Outlook. Excel (charts, pivot tables), PowerPoint (creating and presenting) and Word. Individual needs the aptitude to become proficient, with training, on several internal applications.

Influenced decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates.

MSOC Subject Matter Expert

AT&T Internet Services Birmingham, Alabama

February 2006 - September 2008

Customer Assistant/DSL Technical Support(Work at Home)

DSL Technical Support Call Center

Supported both internal and external customers, along with various cross functional groups, resolving device issues, software updates, and general product inquiries

Participated in Live wireless workshop sessions with customers

Project lead for evaluating alternative inventory tracking systems

Project lead tasked with cleanup of data kiosks

Lead for performing device software updates

Participated with pre-launch device testing

Attended pre-launch device test calls to discuss issues identified

Member of Device Forums team for product issues

Participated on weekly OEM calls to discuss product issues from internal device forums

Responsible for compiling data gathered from various sources (AIMS live chat, emails to MW Tech Projects mailbox) and communicate information (software issues after MR update, known device issues, etc) out to the floor via alerts

Access to Data Warehouse for ad-hoc reporting

Monitored Remedy ticket system for potential product or service issues/trending that can impact the Tech queue

Knowledge of all current AT&T Wireless products and services through online and offline work types

Assisted Customer Service Operations with resolving customer escalations inclusive of desktop support.

Developed and implemented process improvements for efficiency gains

Partner with Marketing and Command Center to support Retail and Tech bridge lines for any/all issues surrounding product launch

Maintained system access required for current position

Proficient with all Microsoft products

Windows NT, Windows XP, Windows ME, Mac 0SX, Windows 2000, Mac OS 8.6, Solaris, Mac 0S9, UNIX, Linux, etc. Microsoft Office 2000, Microsoft Office XP, Microsoft Office 1997, Internet Explorer, MS Excel, MS Word ect.

Education

Diploma– A. H. Parker High, Birmingham, AL.

Certificate– Lawson State Community College,

Certificate- PMP (Project Management) Course

*Additional resources manufacturing positions and job references available upon request*

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