Frederick (Bud) J. Daniels

Greensboro, NC 27455 / bud.daniels24@gmail.com

OBJECTIVE:  Information Technology Analyst or Online Fraud Analyst

EXPERIENCE SUMMARY

• 5+ years, Supervisor Manager (IT industries)
• 5+ years, Customer Service & Hospitality (food services)
• 5 years, Project / Program Management (video gaming industry)
• 1.5 years, Information Technology, Troubleshooting, and Repair
• 7 months, Telecommunications and Sales Management & Training
• 1 month, Laborer (disaster remediation)

INFORMATION TECHNOLOGY & TRAINING CAREER PORTFOLIO

01/22 – 08/22, Customer Sales Trainer (remote)

Support Services Group, Toledo, OH

• Manage/supervise training and monitoring of Tier 1 sales representatives, including coaching (performance improvement), data analysis (number of calls, sales, conversion rates), and investigating sales ‘workarounds’ that reduced the number of valid calls for the agency
• Train new agents on sales process (two weeks), product knowledge, and systems walkthrough to between 5-20 learners per training event (for ~100 total), with >95% retention rate of trainees
• Fielded responses to sales calls (as sales rep), earning top sales of $56K in the first two months of tenure
• Identify and resolve IT issues and resolve upload/download problems

01/17 – present, Freelance Consultant (Video Game Industry)

Fraud Protection Specialist, Payment Provider Administrator, Data Analyst 

Entrepreneur, International Locations (Greensboro, NC – Berlin, Germany)

•  for video games (e.g., Albion) in development stages, with Sandbox Interactive (SBI; main client), as well as resolving trouble tickets from players, Head of Support (functional job title), and Quality Assurance for new version releases
• , including recruiting, interviewing, hiring, and training (on system) a team of 30 members for SI’s IT ticket desk 
• , analyzed, and identified payment processing issues for accounts via payment processor (payment failure, refunds, game logs), with access to the game program via Query Languages (e.g., SQL, Kabana, Lucene) as manager of fraud identification team
• , analyzed, and identified money laundering and fraud (game players and game currency) via support tickets and log system (data management); identified the money laundering processes used by outside players; established/implemented parameters, weights, and blocks for users trying to ‘game the system’ and sales of legitimate game currency via fraudulent/stolen credit cards
•  (weekly logs) for follow-up investigation as part of risk management tasking, often as many as 1,000 users per report; conducted investigations via ‘secondary PayPal accounts’ to set up ‘buys’ from third-party websites selling the fraudulently obtained game currency for identification and to permanently ban the gamers/users from the game, resulting in losses mitigated from $10K weekly to earnings as one of the most popular games in Europe (in the genre), with the sale of the game (after 2021) for ~300 Million Euros
•  and email service administration as Tier 1 support, then managed and administrated payment provider administration, fraud investigation and protection, data analysis, user account management, and community (gaming environment) management as Tier 2-3 support tech and analyst, with a team of 30 help-desk techs responding to ~7,000 daily trouble tickets on ZenDesk (operational streaming)
• , document proofing (German to English), and monitored chat forums, as well as monitored game, payment processing, and invoicing under the European Economic Union’s General Data Protection Regulation (EU-GDPR) as part of security operations

05/04 – 09/04 and 05/05 – 06/06, Computer Technician, IT Department

Toms River Regional School District, Toms River, NJ

• Removed old hardware and computer equipment, conducted PC diagnosis, and replaced with updated, replaced PC parts and components, installed software, troubleshot, and repaired PCs as part of a 2–3-member technology team, as the Subject Matter Expert (SME) for laptops (update, install, repair)
• Plan, identify requirements, and architect computer labs from previously non-equipment space (e.g., auto shop class converted to air-controlled computer lab space) for 20 public schools, including running cables from the main server to computer labs
• Flashed (reset to factory specs) PCs to prepare for the beginning of the school year, including connection to the district’s server and reinstalling (updating) software and applications such as Microsoft Word, Excel, and PowerPoint
• Provided hands-on training to K-12 students and teachers on hardware and software
• Coordinated setup for entertainment venues, including Miranda Sings, Maroon 5, Kelly Clarkson, Vanessa Carlton, The Beach Boys, Frankie Valli, Daughtry, The Four Seasons, Kenny Rogers, and The Moody Blues as part of Toms River Fest

OTHER PROFESSIONAL EMPLOYMENT

03/15 – 12/16, Bartender, Char Bar 7, Greensboro, NC

04/13 – 05/14, Server, Harrigan’s Pub, Wall, NJ

11/12 – 11/12, Supervisor, Broadco, Belmar, NJ

• Supervised crew of 20 (temp agency staff) to analyze, identify, and delegate insurance-guided determinations as salvageable or trash on private school property for insurance compensation and remediation (wet = loss or contaminated biohazard)
• Supervised/communicated with Mexican nationalists as a Spanish-speaking supervisor
• Conducted identification of salvageable technology equipment (e.g., iPads, laptops, computers, printers) with team on school campus and completed contract task in advance of delivery date

08/12 – 05/13, Bartender and Server, Olive Garden Italian Restaurant, Freehold, NJ

08/06 – 01/07 & 01/07 – 01/11, Bartender & Server, Charlie Brown’s Steakhouse, Brielle, NJ

FORMAL EDUCATION

• 2009, Bachelor of Arts, Major: Psychology, Minor: Criminal Justice, Georgian Court University, Lakewood, NJ; Courses: Criminology, Criminal Investigation, Forensics, Human Development, Multicultural Psychology, Forensic Psychology, Criminal Profiling, Social Psychology, Cognitive Psychology, Research in Psychology

TECHNICAL / COMPUTER / LANGUAGES

• MS O365: Word, Excel, PowerPoint, Outlook
• Hardware/Software (update, repair, replace)
• Kabana (search query language)
• Lucene (search query language)
• PC/Laptop (update, repair)
• ZenDesk ticketing system, operational streaming
• Singlecomm phone system
• SQL (search query language)
• LinkedIn: www.linkedin.com/in/bud-d-80296439/
• Spanish (beginner conversational level)