Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Plus
Languages
Timeline
Generic

Gabriel Ortiz

Tampa,FL

Summary

Customer-focused technical support and investigative professional with over 6 years of experience in risk analysis, issue resolution, and client engagement across the financial and government sectors. Adept in troubleshooting complex technical and operational issues under high-pressure conditions, with strong experience in systems compliance, cyber fundamentals (Python, SQL), and regulated environments. Proven leader with exceptional communication skills, bilingual fluency (English/Spanish), and a track record of mentoring, escalation handling, and excellence in service delivery. Actively transitioning to a remote-facing technical analyst support role in high-performance environments.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Senior Credit Assistance Specialist

Bank of America
11.2023 - Current
  • Rotated through all critical functions of Credit Collection in just one year, which deepened my understanding of end-to-end processes and enhanced my risk-aware mindset.
  • Mentored four new hires and provided on-the-job training, focusing on compliance principles and daily collection strategies, helping them align with our risk mitigation goals.
  • Achieved recognition as a top performer in the Credit Card Chat Collections team, earning the Client Ambassador Award three times, which highlighted my commitment to excellent client service.
  • Proactively identified and escalated risk indicators during client chats, collaborating with peers to ensure accurate resolutions from initial contact through to closure, which improved our overall service quality.
  • Contributed to a culture of compliance by guiding teammates through complex client interactions, which helped them apply best practices in risk control and monitoring effectively.

Senior Fraud Investigator

GEICO
09.2021 - 10.2023
  • Managed 3-5 potential fraud investigations daily, ensuring high-quality case handling under pressure, which helped maintain the integrity of our operations.
  • Conducted extensive background investigations and presented findings to key stakeholders, aligning with audit requirements and compliance standards, which strengthened our adherence to regulatory guidelines.
  • Partnered with cross-functional teams to resolve complex cases, ensuring efficient and accurate resolution, which improved overall case outcomes and stakeholder satisfaction.
  • Collaborated with internal teams to clear roadblocks and ensure timely project completion, which streamlined processes and enhanced team efficiency.

Intelligence/ Criminal Investigation Operations Sergeant (TS/ SCI)

Army National Guard
09.2011 - 08.2019
  • Led and supervised a team conducting 30+ investigations monthly into criminal activities, ensuring all tasks were completed efficiently.
  • Coordinated investigative tasks, briefed leadership on case status, and maintained security compliance for all operations.
  • Provided training and mentorship to junior staff, fostering a culture of operational excellence and compliance.

Education

B.S. - Cyber Intelligence Studies

American Military University
Charles Town, WV
01.2027

A.S. - Intelligence Operations

Cochise College
Sierra Vista, AZ
01.2013

Skills

  • Troubleshooting & Support Tools: Splunk, Remedy, Secure Case Management
  • Systems Knowledge: Cybersecurity Fundamentals, IDS, Python, SQL
  • Platforms: Windows, Linux basics, CRM & ticketing systems
  • Compliance & Risk: Regulatory Standards, Risk Mitigation, Data Confidentiality, Risk management
  • Soft Skills: Bilingual (Spanish), Clear Communicator, Analytical, Detail-Oriented, Team collaboration, Technical analysis, Remote technical support
  • Project oversight

Accomplishments

  • Achieved Client Ambassador Award 2024 &2025 by receiving over 250 excellent rating overall client interactions per month, with Bank of America.

Certification

  • Google Cybersecurity Certificate
  • U.S. Army Intelligence Analyst (Active Certification)
  • Basic Leader Course – U.S. Army

Plus

  • Interest in x86 / OCI Support: Expressed interest in x86 and Oracle Cloud Infrastructure with eagerness to grow in hands-on hardware/software technical support roles.
  • Availability to work weekends / non-standard hours

Languages

Spanish
Native or Bilingual

Timeline

Senior Credit Assistance Specialist

Bank of America
11.2023 - Current

Senior Fraud Investigator

GEICO
09.2021 - 10.2023

Intelligence/ Criminal Investigation Operations Sergeant (TS/ SCI)

Army National Guard
09.2011 - 08.2019

A.S. - Intelligence Operations

Cochise College

B.S. - Cyber Intelligence Studies

American Military University

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