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Alexander F Vargas

@alexanderfvargas

Quality Assurance Analyst at DIGITAL FORENSICS CORP, evaluating sales calls and using AI tools to assess service quality.

Costa Rica

Message

At DIGITAL FORENSICS CORP, I evaluate sales calls against approved scripts, quality standards, and KPIs. I also review other QA analysts’ evaluations and use AI tools to generate call assessments, documenting findings and feedback.

My experience also includes technical support for live online gaming at FRESH DECK ONLINE GAMING and EZUGI ONLINE GAMING, where I monitored streams and worked with IT on technical issues. At SUPPORT SERVICES GROUP CR, I reviewed user reports for suspected fraud and supported FanDuel Sportsbook customers with account and payment issues.

Experience

Work history, roles, and key accomplishments

Quality Assurance Analyst

Digital Forensics Corp

Mar 2023 - Oct 2026 (3 years 7 months)

Evaluated sales calls against quality standards and KPIs, documented results, and provided feedback to improve performance.

Quality Assurance KPI Evaluation Excel AI Tools Documentation Feedback

Technical Support Representative

Fresh Deck Online Gaming

Oct 2021 - Jan 2025 (3 years 3 months)

Monitored live streams for Blackjack, Baccarat, and Roulette, identified technical issues, and supported operators via email and chat.

Live Streaming Technical Troubleshooting IT coordination Customer Support

Fraud Analyst & Customer Support Representative

Support Services Group CR

Aug 2021 - Jan 2024 (2 years 5 months)

Reviewed user profiles for fraud and policy violations, provided customer support for FanDuel Sportsbook, and escalated complex cases.

Fraud Detection Risk Assessment Customer Support Salesforce Escalation Management

Customer Service Support

Amadeus.com

Jan 2021 - May 2021 (4 months)

Provided first-level technical support for hotel properties using Amadeus Guest Management Solutions, troubleshooting various system issues.

Technical Support Troubleshooting Amadeus GMS IHotelier Rezqueue

Customer Service Support

WPN Customer Support (GBS Data Corp)

Oct 2019 - Oct 2020 (1 year)

Supported online casino and poker customers with account issues, investigated payment problems, and used various tools for account verification.

Customer Support Payment Investigation Cryptocurrency Kayako Acuitytec Iovation Midas Kool Poker Backoffice V2 Blockchain.Com

Technical Support Representative

Ezugi Online Gaming

Jun 2016 - Jul 2019 (3 years 1 month)

Monitored live video and audio feeds, troubleshot technical issues, and maintained studio equipment for online gaming operations.

Live Streaming Technical Troubleshooting Equipment Maintenance IT coordination

Risk Analyst

Vogogo.com

Nov 2015 - May 2016 (6 months)

Reviewed merchant applications, assessed risk, handled inquiries, and monitored transactions for fraud.

Risk Assessment Fraud Detection Transaction Monitoring V2 Admin VRISk Factiva PEGASUS Slack

Auditor & Accounts Payable Administrator

Net Surf Media (Silver Arrow)

Jun 2011 - Oct 2015 (4 years 4 months)

Reconciled expenses, prepared financial documents, coordinated vendor payments, and managed domain/server procurement.

Financial Reconciliations Quickbooks Accounts Payable Vendor Management GoDaddy Instra

Financial Analyst

IDS (Ultimate Bet & Absolute Poker)

Dec 2009 - May 2011 (1 year 5 months)

Reconciled e-checks, wire transfers, and mailed checks; investigated transaction delays; and prepared daily financial reports.

Financial Reconciliations Payment Processing Customer Support Reporting

Education

Degrees, certifications, and relevant coursework

Udemy Academy

Certificate, Computer Applications

2018 - 2019

Completed courses in Excel Essentials, Microsoft Excel MOS Core certification, AWS concepts, qualitative risk analysis, and WordPress e-commerce website creation.