Travis Keizer
Amherst,NS
Summary
Focused Help Desk Analyst with 5 years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts.
Overview
13
13
years of professional experience
Work History
Fraud and Risk Analyst
Kraken Digital Asset Exchange
2020.04 - 2022.12
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed over 100 reports and individual transactions daily, which appeared suspicious to uncover possible fraudulent activity.
- Worked closely with other departments to help expedite VIP or high value accounts.
- Successfully prevented large attacks using dozens of accounts from making many high value purchases, saving thousands of dollars.
Help Desk Analyst
Advantage Communications
2015.01 - 2020.04
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems.
- Responsible for final review of over 20 tickets per day to confirm their need for further escalation.
- Speaking with clients regarding issues that are being experienced with provided software and taking lead on getting matters resolved.
- Installed, modified and repaired software and hardware to resolve technical issues.
Team Leader
Advantage Communications
2012.10 - 2015.01
- Led team of 10-15 members while providing exceptional customer service
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
Tech Support
Advantage Communications
2010.02 - 2012.10
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Consistently high Quality Assurance scores (100%) reviewed weekly by our QA team.
- Answered incoming calls from residential and business customers on Cable, Internet and mobile phone products.
Education
High School Diploma -
Nova Scotia Community College
Amherst07.2011
Skills
- Microsoft Office
- Google Suite
- Typing speed of 80+ WPM
- Time Management
- Risk Analysis
- Fraud Prevention and Detection
- Operating Systems
- Technical Support
- Communications Strategies
- Logging Support Tickets
- Mac and PC Proficiency
- Software and Hardware Assistance
Timeline
Fraud and Risk Analyst
Kraken Digital Asset Exchange
2020.04 - 2022.12
Help Desk Analyst
Advantage Communications
2015.01 - 2020.04
Team Leader
Advantage Communications
2012.10 - 2015.01
Tech Support
Advantage Communications
2010.02 - 2012.10
High School Diploma -
Nova Scotia Community College
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