Jake Kemp

Customer Service Professional and United States Army Veteran with 8 years of proven experience in military operations while delivering critical support to achieve organizational success. Accomplished measurable results assisting in the preparation and execution of complex assignments in a dynamic, fast - paced environment.  Possess a comprehensive background in Interagency Coordination, Risk Assessment, and Intelligence Gathering derived from conducting domestic and global operations in Iraq and Afghanistan.  Managed and tracked intelligence sources, terrain obstacles, and target locations in assigned regions. Recipient of multiple awards for outstanding performance and professionalism. 

IT Support; Tier Level 1 | Bank of America | Apr 2020 – June 2021

• Using diagnostic techniques and problem-solving methods to troubleshoot issues over the telephone, via live chat or as part of an on-site visit
• Assessing Problems and Identifying Solutions. 
• Works directly with users and customers, and all of the personnel that are working behind the scenes to keep the servers and network infrastructure operational

Senior Specialist II; Service Member's Civil Relief Act (SCRA) | Chase | Tempe, AZ | Aug 2016 – Jan 2019

• Determined SCRA eligibility and handled complex accounts related to servicing customers and escalations and maintained compliance with company guidelines and federal laws to process military benefit requests, auto servicing, and other military benefits.
• Built long lasting positive relationships with Chase Military Automobile customers to aid in mitigating loss by customer contact or locating vehicles to ensure we are properly addressing any risk to our collateral.

Alarm Monitoring Specialist; Phoenix Communications Center

• Navigated computer software, security systems and applications, then researched ways to troubleshoot and improve regarding security operations, fraud investigations and cyber security.
• Contacted clients quickly upon sound of alarms to ensure the protection of corporate building security and customer safety, then dispatched the police and other service vendors to respond to alarms.

Mortgage Customer Outreach

• Connected with customers through inbound and outbound calls with a keynote of quantifying the collection experience more pleasant; negotiated payment arrangements and various loss mitigation options available.
• Identified the root cause of customers’ reasons of non-payment and being default and positively created awareness of consequences of not meeting mortgage obligations.

Physical Security Agent, Server | Four Peaks Brewery | Scottsdale, AZ | Aug 2013 – Aug 2016

• Administered quality control measures and maintained a positive dining environment managing customer flow and analyzing daily metrics to anticipate dining patterns and prepared accordingly.
• Reviewed guest identification in accordance with the Federal Uniform Drinking Age Act and establishment regulations and contributed to overall safety regulations by following proper food handling techniques.

13Foxtrot Fire Support Specialist| United States Army | Various Locations | Jun 2005 – Jan 2013

• Communicated effectively with a diverse team of multinational personnel to improve relations within assigned areas. 
• Established and operated radio and wire communications; performed operator maintenance on communications equipment.
• Assisted in the preparation of fire support plans, mission coordination, and terrain analysis.
• Selected above peers to attend distinguished Army Leadership Development Course

EDUCATION & CERTIFICATIONS

IT & Cyber Security Training | New Horizons Computer Learning Centers – Phoenix, AZ | 2020

CompTIA A+ | May 2020 (in progress)                               

CompTIA Network+ | May 2020 (in progress)

Bachelor of Arts, Human Resource Management & Services | University of Phoenix – 2021 (expected)

COMPLETED COURSEWORK 

CompTIA A+

CompTIA Network+

CompTIA Security+

Microsoft MD-100 Windows 10

Microsoft MD-101 Managing Modern Desktops

Microsoft Interconnecting Cisco Network Devices

Microsoft Implementing Cisco Security

Cisco Interconnecting Cisco Network Devices 1

Cisco Interconnecting Cisco Network Devices 2

Cisco Implementing Cisco Network Security v 3.0