Open to opportunities

Shasato User

@shasatouser

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Customer-focused IT support specialist with 15+ years troubleshooting, fraud prevention, and technical assistance.

United States

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What I'm looking for

I seek a hands-on technical support role where I can troubleshoot systems, help customers, prevent fraud, and grow professionally in a collaborative, service-driven team.

I am a hardworking, solutions-oriented customer service and technical support specialist with over fifteen years of experience helping customers with computer and business needs. I excel at troubleshooting software and hardware issues, investigating fraud, de-escalating upset customers, and learning new systems quickly.

My background includes remote and in-person support roles for Apple, Epic Games (Fortnite), ZookaWare, Best Buy Geek Squad, and e-commerce risk management at Norris Services. I consistently maintain high CSAT scores, manage high-volume ticket queues, perform QA and fraud analysis, and deliver practical technical solutions that improve customer experience.

Experience

Work history, roles, and key accomplishments

Apple Support Advisor

Apple

Apr 2020 - Dec 2020 (8 months)

Answered customer chats and diagnosed internet, email, software and hardware issues while maintaining above-average CSAT scores and staying current on product updates.

Customer Support Troubleshooting Chat Support CSAT Email Support Technical Documentation

Customer Experience Associate

Norris Services

Dec 2018 - Oct 2019 (10 months)

Handled 70–90 daily tickets via chat and email, provided VIP customer support, and analyzed transactions to detect and prevent fraud and account takeovers.

Zendesk Ticketing Fraud Investigation Risk Management Customer Engagement & QA Transaction analysis

Player Support Specialist

Epic Games

Apr 2018 - Nov 2018 (7 months)

Managed player support queue for Fortnite, performed account recovery, password resets and purchase investigations, and contributed to projects improving player experience.

Player Support Account Recovery Ticketing Email Support Fraud Investigation Troubleshooting & QA

IT Support Technician

ZookaWare

Feb 2014 - Jun 2017 (3 years 4 months)

Provided remote technical support via phone, chat and ticketing, performed Windows upgrades, malware remediation, remote troubleshooting and QA testing of software and site changes.

Remote Support Malware Remediation ScreenConnect Zendesk QA Testing Troubleshooting

Service Technician

Toshiba

Aug 2016 - Aug 2016 (0 months)

Performed on-site hardware upgrades and installations for register systems, scanners and printers, programmed devices and ensured proper cabling and device functionality.

On Site Troubleshooting Team Coordination

Consultation Agent

Best Buy Geek Squad

Jun 2013 - Feb 2014 (8 months)

Assisted walk-in and phone customers with PC and mobile device repairs, performed OS upgrades, data transfers and basic hardware troubleshooting while escalating complex repairs appropriately.

Customer Service Troubleshooting Acronis Ticketing