Customer Service Project Management

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MICHAEL PASSMAN

Austin, Texas *****

***************@******.*** / 512-***-****

Linkedin: https://www.linkedin.com/in/michael-passman-71a8605/ SUMMARY

Blends creative thinking in the scientific method with hands-on experience in troubleshooting and systems analysis to provide critical capture of data, concise but thoughtful professional communications conveying critical and timely information across multiple staff hierarchies highlighted with exceptional interpersonal skills focused on leadership and helping others meet their goals, both for customers and colleagues. My outlook and conduct involve big picture thinking and multi field experience in troubleshooting, writing, and organization, but with an emphasis on listening, empathy, and inclusivity to make others feel important and good about themselves. SKILLS

HTML/CSS UAT Microsoft Office mySQL SAP Time Management Prioritize Workflows Emerging Technologies Intermediate level Excel MS Office PeopleSoft Project Management Team management Customer Service/Escalaations Attention to Detail Complex Problem Solving QA Software Crash Triage Leadership Proofreading Editing

EXPERIENCE

AI Generalist / Hireart 02/2024 – 4/2024

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I Prompt and response writing, editing, and auditing

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rovided auditing recommendations that were implemented

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ecognized as a top performer and encouraged to apply for promotion. Office abruptly shut down permanently on 4/18/24.

Product Reliability Specialist / Wipro at Meta - Austin, TX 03/2022 – 07/2023

• Examined software and hardware crashes, evaluated user impact, and troubleshooting to determine the rightful engineering group to resolve the crashes

• Performed software crash triage, but saw others struggle in performance with other products, so I asked for and received training in multiple products, which not only made me more helpful to coworkers, but allowed me to be THE employee my team leader could turn to for extra help

• Generated weekly crash reports for multiple products

• Edited training materials and contributed to process improvements

• Received an annual award for performance, volunteering to help others, taking on extra responsibilities, and going

“above and beyond”

• Trained and guided new employees and helped underperforming employees according to company standards and procedures

Content Rater / Cognizant, Facebook - Austin, TX 12/2016 - 08/2019

• Analyzed, tracked, and reported reporting of offensive and illegal content, and scam trends to staff and management, documentation and recommendation of decision tree improvements

• Identified page violations of Facebook terms and conditions

• Cross trained and worked in front line services for advertisers, where I helped them retrieve edit access and update commercial pages to meet terms & conditions

• Identified algorithms for new scams identification for integration into operations procedures for Facebook ads integrity team

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• Received management recognition for continuous contributions to algorithms in scam decision tree across multiple queues, such as gambling, scams, pornography, and ad farming

• Standardized company processes and techniques via wide communication and collaboration with internal and external customers

• Researched and investigated continuously to pinpoint process improvements needed to elevate company's efficiency and success

Fraud Prevention Specialist / Apple Inc - Austin, TX 02/2006 - 09/2015

• Conducted reviews of flagged transactions and reports that showed potential suspicious activity

• Discovered and implemented improved identity verification process as part of outbound customer inquiries to customers and potential identity thieves/scammers

• Counseled customers who were victims of fraud by making identity protection recommendations

• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services

• Demonstrated leadership by making improvements to work processes and helping to train others

• Wrote fraud detection training material for Apple's UK online store for staff of 50

• Initiated business process improvement for increased fraud prevention of Apple's online presence, helping decrease daily fraud instances by five percent

Professional photographer

• Vinyl record album covers and sold printed work, International Traveler

• Photographed special events, parties and portraits.

• Collaborated with clients to plan shoots and boost satisfaction with photos.

• Cropped, manipulated and performed color balance for final images.

• Improvised photographic methods and techniques.

• Utilized filters, edits and after-effects to enhance photos.

• Saved and archived images and maintained master image library for future use. EDUCATION AND TRAINING

M.A: Anthropology 1996

New Mexico State University

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