Jonathan Corker
Verified Expert in Engineering
Managed Services Analyst and Developer
Tampa, FL, United States
Toptal member since December 31, 2024
Jonathan is a skilled analyst with expertise in customer service, process improvement, transactional and identity fraud case management, data analysis, incident management, training, and client relationship management. He uses his expertise to assist businesses in making informed business decisions. With many years of experience in corporate, government contracting, and nonprofit sectors, Jonathan delivers custom solutions that are people-centric, data-driven, and results-focused.
Portfolio
Experience
- Windows - 15 years
- Office 365 - 5 years
- ServiceDesk - 5 years
- Knowledge Management - 5 years
- ServiceNow - 5 years
- Incident Management - 5 years
- Fraud Investigation - 5 years
- Microsoft Intune - 5 years
Preferred Environment
Windows, Slack, Okta, ServiceNow, Zendesk
The most amazing...
...project I've done involved overhauling our training program, positively impacting operational efficiency and customer satisfaction.
Work Experience
Process Manager
IQVIA
- Overhauled the new-hire training program, which reduced the 3-month new-hire turnover rate from 35% to less than 10%. It also had many positive downstream impacts, such as efficiency and customer satisfaction.
- Reduced the number of emails customers received per automated email setting as data indicated customers were overwhelmed and frustrated. The change led to an uptick in satisfaction and a vast improvement in customer email communication.
- Redesigned after-hours tickets and knowledge base management processes that empowered employees to improve the first call resolution metric by an average of 10% across clients.
IT Technician
Response Force1
- Entrusted with and utilized highly sensitive data to support critical missions for US Government operations.
- Maintained an electronic tracking system to ensure the safety and security of US Government personnel and contractors.
- Supported US Government personnel with technologies such as laptops, network switches, software, printers, voice over internet protocol (VoIP), security, and mobile devices to ensure all key objectives were met within operational goals.
Fraud Analyst
Capital One Financial
- Led a critical project analyzing data that was key in determining when customers were committing a different type of fraud going unnoticed up to that point. This effort led to new risk triggers, new policies, and lower fraud losses.
- Recovered an average of $60,000 per month in potential fraud loss through investigative techniques in both transactional and identity fraud.
- Identified, prevented, and corrected a key regulatory compliance error when the department overhauled its automated dialer system before the go-live date.
Experience
Training Curriculum Design
Education
Coursework Toward Bachelor's Degree in General Studies
Liberty University - Lynchburg, VA, USA
Certifications
CompTIA IT Fundamentals
CompTIA
Skills
Tools
Slack, ServiceDesk, Microsoft Intune
Platforms
Windows, Zendesk, Windows Server, Mobile
Languages
SQL
Other
Fraud Investigation, Okta, ServiceNow, Education, Office 365, Cisco AnyConnect, Training, Process Improvement, Active Directory (AD), Knowledge Management, Access Control, MDM, Data Analysis, Incident Management, Networking, Hardware, Access Points, Fraud Detection, Fraud Audits, Fraud Prevention, Mission Control, IT
How to Work with Toptal
Toptal matches you directly with global industry experts from our network in hours—not weeks or months.
Share your needs
Choose your talent
Start your risk-free talent trial
Top talent is in high demand.
Start hiring