Gilbert Ladiero

Experienced Tier 2 Technical Support Specialist and Fraud/Dispute Analyst with a proven track record of delivering end-to-end IT support, network administration, process optimization, and fraud investigation across fast-paced contact center environments. Throughout my career at organizations like UnifyCX, TaskUs, Telus International, and The Results CX, I have specialized in diagnosing complex technical issues, managing network infrastructure, resolving high-stakes payment disputes, and training support teams to achieve operational excellence.
Core Areas of Expertise

• Tier 2 Technical Support & Network Diagnostics: Extensive experience performing basic to advanced network and hardware troubleshooting. Proficient in managing gateway/server environments, configuring home SSIDs, provisioning access points and routers, and supporting field technicians during on-site deployments.

• Fraud Investigation & Dispute Resolution: Skilled in conducting end-to-end chargeback processes, fraud investigations, and pre-arbitration to arbitration workflows in compliance with regulatory frameworks (such as REG E and REG Z) across major payment networks including VISA, Pulse, and MasterCom.

• Team Leadership & Mentorship: Experienced Subject Matter Expert (SME) and Learning Specialist responsible for training new team members, guiding complex escalations, and equipping support personnel with the domain knowledge required to meet strict performance metrics.
  
  Professional Experience

  Tier 2 Technical Support Specialist
  April 2024 – January

  • Deliver specialized Tier 2 technical assistance for internet service activations, custom account configurations, and speed plan modifications across diverse client bases.

  • Perform root-cause analysis and end-to-end troubleshooting from user accounts to gateway/server nodes utilizing tools such as Winbox, Ruckus Controllers, NetXMS, VAULT Portal, and PRTG.

  • Manage home SSID configurations, schedule and dispatch field technicians for on-site repairs, and directly assist technicians with Access Point (AP) and router provisioning.

  • Serve as the primary point of contact for property managers handling high-priority client escalations.

  • Investigate and evaluate customer refund claims, maintaining rigorous standards for claim approval while using Zoho CRM and Incident Management Reporting tools.

  Dispute & Fraud Specialist
  May 2023 – February 2024

  • Managed end-to-end chargeback and fraud dispute workflows in adherence to REG E consumer protection policies.

  • Oversaw complex pre-arbitration and arbitration cases across VISA, PULSE, and MasterCom platforms.

  • Communicated directly with cardholders via Zendesk to gather critical evidence, analyze transaction documentation, and determine case approval or denial.

  Fraud Specialist / Subject Matter Expert (SME) / Learning Specialist

  June 2021 – February 2023

• Conducted detailed investigations into suspicious credit card activity in compliance with REG Z policy requirements.

• Processed merchant chargebacks and cardholder rebills based on detailed evidence gathering and data analysis using tools such as CCD, TSYS, MasterCom, Virol, BPM, and LexisNexis.

• Developed fraud detection strategies and monitored customer accounts for emerging fraud trends, producing technical investigative reports with actionable conclusions.

• Promoted to SME and Learning Specialist; mentored contact center agents, created training materials, and provided ongoing guidance to resolve complex escalation cases.

Customer & Technical Support Representative (CSR/TSR)

September 2020 – June 2021

• Handled high-volume inbound inquiries for service activations, plan enrollments, account troubleshooting, and auto-pay setup.

• Provided phone and network coverage diagnostics, basic to advanced hardware troubleshooting (including master resets), and warranty replacements using system tools including Solix, I-Care, DNA2, TOES, and Glance.

Technical Toolset & Systems

• Network & Monitoring Tools: Winbox, Ruckus Controllers, NetXMS, PRTG Monitoring, VAULT Portal

• Dispute & Fraud Platforms: MasterCom, LexisNexis, TSYS, CCD, Virol, BPM

• CRM & Ticketing Systems: Zendesk, Zoho CRM, Solix Tool, Incident Management Systems

• Productivity & Collaboration: MS Office Suite (Word, Excel, PowerPoint), Incident Reporting Tools

What It Is Like to Work With Me

Working alongside me means having a dedicated team member who balances high technical accuracy with an approachable, straightforward style.

• Direct & Honest Communication: I prefer clear, transparent discussions without unnecessary fluff. When there is a problem, I identify the root cause quickly and offer concrete solutions.

• Resilient to Feedback: I view feedback as an essential tool for personal and process improvement. Whether it comes from team leads, clients, or peers, I adapt quickly and refine my work immediately.

• Balanced & Approachable: Technical and fraud investigations can be high-pressure environments, b