Open to opportunities

Jasmine Williams

@jasminewilliams2

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Detail-oriented Product Support Specialist with a focus on cybersecurity.

United States

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What I'm looking for

I am looking for a role that values customer education and technical support, with opportunities for growth in cybersecurity.

I'm Jasmine Williams, a dedicated Product Support Specialist with over five years of experience in customer-facing roles across SaaS, fintech, and operations environments. My expertise lies in bridging technical knowledge with customer education, ensuring that users not only receive support but also understand the solutions provided. Currently pursuing a B.S. in Cybersecurity & Networking, I have a growing foundation in compliance frameworks such as SOC 2, HIPAA, and PCI DSS.

Throughout my career, I have successfully utilized various CRM and ticketing systems, including Zendesk and Salesforce, to deliver exceptional technical support. My role as a Fraud Specialist at Global Payments has honed my skills in conducting fraud investigations and collaborating with InfoSec teams to enhance security measures. I take pride in documenting case resolution patterns and educating customers on cybersecurity best practices, ensuring a safer experience for all users.

In previous positions, I have managed technical support operations, resolved real-time issues, and created documentation to streamline processes. My commitment to customer satisfaction and proactive problem-solving has consistently led to improved workflows and reduced ticket backlogs. I am eager to leverage my skills and knowledge in a challenging role that allows me to contribute to a dynamic team focused on enhancing customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Fraud Specialist I

Current

Global Payments

Oct 2024 - Present (8 months)

Conducted fraud investigations across payment platforms, collaborating with InfoSec teams. Analyzed data anomalies to detect threats, escalating confirmed incidents for remediation.

Fraud Investigation Data Analysis Threat Detection

Game Operations Manager

Fanatics

Aug 2023 - Jul 2024 (11 months)

Delivered Tier 1–2 tech support using Zendesk, Salesforce, Socure, and Amelco. Resolved real-time technical issues impacting game operations and user verification.

Technical Support Zendesk Salesforce Socure Data Privacy Documentation SOPs

Customer Service Representative

FIS Global

Aug 2022 - Aug 2023 (1 year)

Supported account access, login issues, and basic security troubleshooting for fintech users. Worked with internal IT teams to resolve system outages and application-level bugs.

Customer Service Troubleshooting Networking Customer Satisfaction

Licensed Medicare Agent

Florida Blue

Jul 2019 - Aug 2022 (3 years 1 month)

Educated customers on secure enrollment systems, adhering to HIPAA data protection. Utilized ITIL framework to escalate and manage service-level tech and data issues.

Customer Education HIPAA)ITIL Data Security

T-

Customer Service Representative

T-Tech

Jun 2018 - Jul 2019 (1 year 1 month)

Supported Medicaid users in multi-state systems. Maintained internal documentation and contributed to the knowledge base.

Customer Service Documentation Knowledge Base Active Directory

Customer Service – Healthcare Support

Concentrix

Mar 2017 - Dec 2017 (9 months)

Resolved prescription order issues, ensuring compliance with security protocols. Troubleshot account discrepancies and supported internal prescription platforms.

Customer Service Security Protocols Troubleshooting Account Management

Education

Degrees, certifications, and relevant coursework

DeVry University – Online

B.S. in Cybersecurity and Networking, Cybersecurity and Networking

Activities and societies: Relevant Coursework: Cloud Computing • Operating Systems • Digital Devices • InfoSec • Networking • Programming

Currently pursuing a Bachelor of Science in Cybersecurity and Networking, with an expected completion in April 2026. Relevant coursework includes Cloud Computing, Operating Systems, Digital Devices, Information Security, Networking, and Programming.

DeVry University – Online

A.A.S. in Cybersecurity and Networking, Cybersecurity and Networking

Completed an Associate of Applied Science in Cybersecurity and Networking, with an expected completion in June 2025. This program provided foundational knowledge in cybersecurity principles and networking concepts.