IT Support Specialist with ITSM Expertise

EYERUS JEMANE

*************@*****.*** 904-***-**** ATLANTA, GA

SUMMARY

IT Support professional with hands-on experience troubleshooting hardware/software issues, resolving account and access problems, and supporting users in fast-paced, high-volume environments. Skilled in diagnosing incidents, documenting findings, and navigating platforms like Salesforce, ServiceNow, Five9, and Jira to drive efficient case handling. Brings a strong foundation in IT systems, security awareness, and support workflows—backed by customer-facing technical experience. Currently completing CompTIA A+ to deepen technical capabilities and strengthen end-to-end problem-solving across diverse environments.

EDUCATION & TRAINING

Per Scholas, Atlanta, GA in-progress

CompTIA A+

Florida State Community College, Jacksonville, FL Jan 2018 – May 2022 Business Administration

Chattanooga State College, Chattanooga, TN May 2014 – Aug 2016 Business in Marketing

TECHNICAL & PROFESSIONAL SKILLS

Soft Skills:

Active Listening, Adaptability, Customer-Focused

Communication, Problem Solving, Conflict Resolution, Attention to Detail, Critical Thinking, Emotional

Intelligence

Project & Service Workflow Management:

JIRA, Confluence, SharePoint, ServiceNow

Operating Systems & Tools:

Windows 10/11, macOS, iOS, Linux (basic), VPNs, Thin Clients, Remote Tools, VMware, Oracle Fusion,

Microsoft 365, Google Workspace

ITSM, CRM & Customer Experience:

Genesys Cloud, Salesforce, HubSpot, Five9, Zendesk, Avaya, Freshdesk, WebRTC, Softphones, LiveChat, SMS Platforms, SLA Tracking, Intercom

Core IT Support:

Troubleshooting, Account/Access Support, Ticketing Systems, Technical Documentation, Password/Security Reset Support

Data Tools:

Basic SQL, Power BI Reporting, Data Validation, SLA

/Performance Reporting, LexisNexis

PROFESSIONAL EXPERIENCE

Customer Service Rep/Fraud Analyst II

Genpact, Remote Jan 2023 – till date

- Supported customers with technical and transactional account issues by troubleshooting app errors, performing secure account resets, validating device access, and documenting each step in Salesforce to strengthen case accuracy and audit readiness.

- Investigated suspicious transactions by analyzing activity patterns, device fingerprints, and login behavior. Collaborated with fraud specialists to escalate high-risk cases, preventing additional unauthorized activity and protecting account integrity.

- Processed fraud claims end-to-end by validating identity, gathering evidence, and applying compliance requirements to ensure accurate outcomes and consistent claim handling.

- Educated customers on fraud-prevention best practices—secure authentication, password hygiene, and device safety—reducing repeat incidents and strengthening platform security.

- Promoted twice within two years for consistent performance, attention to detail, and the ability to de- escalate sensitive situations with professionalism and empathy. Fraud Specialist

Citi Group, Jacksonville - Hybrid Feb 2020 – Feb 2022

- Reviewed and analyzed high-risk credit card transactions by assessing spending patterns, device changes, and authentication attempts—identifying fraud early and protecting customer accounts.

- Guided customers through freezes, recovery steps, and corrective actions following unauthorized charges, improving trust and retention during stressful events.

- Processed fraud claims accurately and within SLA by following regulatory guidelines and internal policy, supporting audit readiness and operational stability.

- Collaborated with risk and investigation teams to escalate complex or repeat fraud scenarios for deeper analysis and long-term mitigation.

- Educated customers on preventing future breaches through MFA usage, credential hygiene, and safe-online practices.

Inside Sales / Retention Specialist

Avid Learner, Jacksonville Jan 2018 – May 2019

- Supported B2B clients and job applicants by answering onboarding questions, resolving platform issues, and guiding users through product features—improving platform adoption and user engagement.

- Retained at-risk accounts by identifying customer pain points, recommending tailored solutions, and reinforcing product value—strengthening client satisfaction.

- Assisted recruiters and account managers by preparing candidate profiles, coordinating interviews, and aligning applicants with employer needs.

- Used CRM tools to track communication and log updates, improving coordination, follow-up consistency, and response times across the team.

KEY DELIVERIES

Exceptional Communication, Empathy & De-escalation – Handles distressed customers, resolves escalations, and delivers clear guidance with calm professionalism. High-Volume, High-Accuracy Case Handling – Consistently manages 60+ daily cases across phone, chat, and email while maintaining precise CRM documentation. Technical Troubleshooting Across Multiple Platforms – Diagnoses app issues, authentication failures, workflow errors, and device access problems using tools like Salesforce, Zendesk, ServiceNow, Five9, VPN, and SQL.

Fraud Prevention & Risk Mitigation Expertise – Skilled in identifying suspicious behavior, escalating high-risk cases, securing accounts, and following compliance standards. Process Documentation & Continuous Improvement – Writes clear documentation, maintains audit- ready case notes, and partners with teams to improve workflows and support consistency. CERTIFICATES, AFFILIATIONS & AWARDS

Customer Service Excellence

Fraud Prevention & Claims Management (Chime Program) Microsoft Office Suite (Advance use)

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