KOLE T. MILLER
Information Technology Computer Troubleshooting Business
Demonstrated knowledge in solving complex technical solutions for fast-paced environments. Able to determine system requirements and resolve technical issues rapidly. Experience in compliance, fraud work, phishing, malware and DNS skills.
Fraud and Compliance Reporting
Wordpress, Sitebuilder, CPANEL
Phishing and Malware
DNS Management Skills
Name.com Denver, CO January 2019-Current
A comprehensive review of all flagged orders to determine if they are fraudulent or not.
Follow up on all chargebacks and disputes.
Reviewing all internal reports and determine what is actionable.
Fraud prevention and increase savings through effective cost recovery efforts.
Reporting / Internal audit
Chargebacks / Challenging disputes / Fraud backlog
Comprehensive statistic retention and reporting on friendly fraud.
Identify trends and give recommendations about how to improve retention and recovery efforts.
Audit chargeback thresholds to avoid penalties.
Payment Processors (Adyen and Worldpay (formally Vantiv)
Provide Daily/Monthly and quarterly reporting relating to fraud
Identify Process improvements and work to get them implemented.
Develop Standard Operating Procedures
Meet all Service Level Agreements
Monthly company presentations to provide education and Fraud metrics.
Collaborate with external vendors and customers.
April 2018-December 2019
Tier 2 Technical Support/Compliance
Complete minimum production and QA metric expectations.
Complete daily tasks
Provide critical thinking solutions and feedback for optimizing processes.
Serve as a leader on the team
Handle technical escalations from other tiers.
Delete Domain List, handle Registry requests, create internal/external KB articles.
Liaison for third party vendors
Serve as Social Team Lead
Prevention and cost recovery
Comprehensive statistic retention and reporting on Friendly Fraud
Monthly Audit of Fraud processing
October 2016 – April 2018
Customer Support Representative
Respond to customers through written form using the online support system
Maintain excellent verbal and written skills to effectively communicate with customers
Perform qualifying customer research for possible upsell opportunities via both phone and tickets
Keep up to date by accessing internal development sites and reading internal emails
Manually monitoring and reviewing flagged/potentially fraudulent transactions being processed on the payment processor.
Blacklisting and closing accounts and returning the money to any fraudulent transactions due to card testing, spear phishing, bank phishing, etc.
Work closely with compliance department to stay up to date on the latest fraud trends
Reproduce and report all system issues using internal bug tracking software
Development of brand awareness and online reputation
Content management (Blog Post, Sale post, general post, live streaming/tweeting from domain-related events that the company attends on location)
Promote content through social advertising.
Address inbound customer social media inquiries that require assistance
Daily customer follow-up to tickets and emails
Listen, respond and ask questions to engage the company audience
Respond promptly to customer inquiries
Record details of customer service actions taken in internal log system
Customer Care duties include assisting with accounting discrepancies, customer complaints and inquiries, and troubleshooting.
Maintain knowledgeable and efficient responses through telephone calls, chats, and tickets
Ability to provide the appropriate level of instructions to customers with limited technical knowledge
Meet expected minimum metrics of 65 new contacts per shift (telephone calls, chats, and tickets combined)
Technical troubleshooting will include issues such as POP3, FTP, HTML and DNS
Walgreens Commerce City, CO 2015 – 2016
Shift Lead Manager: May 2015 – September 2016
Photo Specialist: February 2015- May 2015
Serve as a liaison between management and non-management team members.
Troubleshoot technical issues.
Perform maintenance on electronic equipment, computer systems, and hardware.
Submit trouble tickets when needed.
Initiate requests for repair equipment, parts, and supplies.
Maintain the care and appearance of workstations.
Train employees on computer and software usage.
Work with various vendors daily.
Provide excellent service to all customers.
Manage team members by communicating tasks from the store manager.
Handle day-to-day cash functions.
Serve as a lead to the front-end team.
Minimize security risks and loss prevention.
Provision and de-provisioning access for users.
Resolve technical issues include desktop applications, printers, and telephones.
Fronterra Creations Commerce City, CO February 2015-Present
Create customizable items, manage inventory, create new items to sell and communicate with customers
Best Buy Centennial, CO September 2014- April 2015
Engage customers using selling to provide solutions to meet their needs.
Manage the Geek Squad check-in and check-out experience for customers and helped them find the complete solutions that work for them. Work with the sales team and assist with explaining service and technology.
Troubleshoot computer and cellular phone issues. Load new software and verify licenses.
Self-Employed, York, PA
Computer Technician/Web Design, Jun 2011 – Jul 2014
Set up equipment, perform and ensure proper installation of cables, operating systems, and appropriate software. Install and perform minor computer repairs.
Read technical magazines and constantly follow new technologies, confer with customers, or conduct computer diagnostics.
Design, build, and maintain web sites, using scripting languages, content creation tools, management tools, and digital media.
Write, design, or edit web page content and work with the customer to meet their needs.
Strong analytical skills, self-taught computer repair, cell phone troubleshooting, and web-design. Excel in new
Identify problems uncovered by testing or customer feedback, and correct problems.
Renew domain name registrations and coordinate web site hosting.
Colorado State University-Global Campus- BS - Information Technology/Cyber Security Specialization (2020)
Introduction to Cyber Security and Digital Crime •Principles of Cyber Security •Ethical Hacking and Penetration Testing • Digital Forensics and Investigations • Information Security Legal and Ethical Issues
Certifications- Security Pro, Network Pro and Server Pro
Community College of Denver- Associates of Science Degree (2019)
University of Colorado: 2014-2015
Dallastown Area Senior High School, Dallastown, PA
High School Diploma, June 2014
York Technical Institute, York, PA (Computer Internship)
Oct 2012-May 2013
Coursework: Computer Troubleshooting• Networking• Software Installation• Anti-virus
Google, Microsoft Office Suites
Windows/ Mac and Microsoft Lync 2013
Gmail, Microsoft Exchange and Office 365
Apple iPhone, Android, iOS, Airwatch
RDP, TeamViewer, LogMeIn, Apple Remote Desktop
York Area Down Syndrome Association (Designed and Managed website)