Social Media Store Manager

KOLE T. MILLER

**** ****** ****** ******, ** **205 717-***-**** **********@*****.***

Website- http://kole.rocks/

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.

Core Competencies

Information Technology

Fraud and Compliance Reporting

Compliance Research

Network Administration

Fraud Detection

Payment Processors

Vendor Coordination

Security Awareness

DMCA Compliance

Anti-Virus

Computer Troubleshooting

Wordpress, Sitebuilder, CPANEL

Phishing and Malware

Fraud Chargebacks

IT Provisioning

DNS Management Skills

Web Chat

Zendesk software

Professional Experience

Name.com Denver, CO January 2019-Current

Fraud Analyst

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

Internal reporting

Prevention and cost recovery

Fraud Reporting

Comprehensive statistic retention and reporting on Friendly Fraud

Monthly Audit of Fraud processing

Fraud Review/Training

Compliance review

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

Co-Owner

Create customizable items, manage inventory, create new items to sell and communicate with customers

Best Buy Centennial, CO September 2014- April 2015

Geek Squad

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

technologies.

Identify problems uncovered by testing or customer feedback, and correct problems.

Renew domain name registrations and coordinate web site hosting.

Education

Colorado State University-Global Campus- BS - Information Technology/Cyber Security Specialization (2020)

Relevant Coursework

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

Technical Skills

Applications/

communication

Google, Microsoft Office Suites

Windows/ Mac and Microsoft Lync 2013

Email System

Gmail, Microsoft Exchange and Office 365

Mobile

Apple iPhone, Android, iOS, Airwatch

Remote Access

RDP, TeamViewer, LogMeIn, Apple Remote Desktop

Additional Credentials

Volunteering Experience

York Area Down Syndrome Association (Designed and Managed website)

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