Zach Etscheidt Email & Phone Number

Cedar Rapids

● Acted as an escalation point and mentor for Specialist I technicians● Planned and implemented 2FA and Bitlocker for the company (400 + users)● Managed projects and audits to improve security and cost effectiveness● Provided both deskside and remote support for hardware, software, and SOHOnetwork setups● Communicated with vendors and pressed for resolution of time-sensitiveissues● Followed and improved upon company processes relating to FINRA compliance

United States

Cedar Rapids, Iowa

Specialized in Web Team – troubleshooting complex login and account issues with end users▪ Used multiple document management and ticket systems simultaneously▪ High focus on KPI (key performance indicators) and schedule adherence▪ Strictly adhered to state and federal regulations regarding loans and property by independently searching voluminous knowledge base▪ Assisted and trained new hires▪ Served on small committee to improve overall customer experience

Cedar Rapids, Iowa Area

Reviewed and processed Sales Audit Reports to identify multi-channel fraud▪ Examined customer returns and patterns to determine loss▪ Analyzed trends of customer activity to address questionable shopping history▪ Identified various losses occurring to the company and assisted in recovering the funds and preventing further loss▪ Collaborated with multiple national departments to identify problem shoppers, cut off costly customers, and protect company income▪ Use of XBR and SQL (Microsoft) systems▪ Advanced use of Office products (especially Excel) to accurately document all findings

Cedar Rapids, Iowa Area

- Research customer reports of stolen packages and/or items.- Partner with shipping partners to obtain delivery information and conduct investigations.- Create reports for corporate / legal team for customer denials.

Cedar Rapids, Iowa Area

- Assist customers with their purchases and concerns in regards to their orders via phone calls, live chats and emails- Help team members with escalated phone calls and live chats