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Hi, I'm James Mulero, a results-driven Customer Service Engineer/IT Support professional based in Liverpool, United Kingdom. I specialise in cybersecurity, telecommunications, and fraud prevention within the banking industry, delivering practical technical support and security-focused solutions to safeguard financial institutions. My proven achievements include reducing support contacts (calls, chat, email) by over 42% for business and 65% for consumers, and navigating complex technical challenges to save revenue, making me an invaluable asset in the fast-paced and ever-evolving environment.…Hi, I'm James Mulero, a results-driven Customer Service Engineer/IT Support professional based in Liverpool, United Kingdom. I specialise in cybersecurity, telecommunications, and fraud prevention within the banking industry, delivering practical technical support and security-focused solutions to safeguard financial institutions. My proven achievements include reducing support contacts (calls, chat, email) by over 42% for business and 65% for consumers, and navigating complex technical challenges to save revenue, making me an invaluable asset in the fast-paced and ever-evolving environment.

James Mulero

Front-End Developer, Web Developer, Book Cover Designer, +3

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Hi, I'm James Mulero, a results-driven Customer Service Engineer/IT Support professional based in Liverpool, United Kingdom. I specialise in cybersecurity, telecommunications, and fraud prevention within the banking industry, delivering practical technical support and security-focused solutions to safeguard financial institutions. My proven achievements include reducing support contacts (calls, chat, email) by over 42% for business and 65% for consumers, and navigating complex technical challenges to save revenue, making me an invaluable asset in the fast-paced and ever-evolving environment.…Hi, I'm James Mulero, a results-driven Customer Service Engineer/IT Support professional based in Liverpool, United Kingdom. I specialise in cybersecurity, telecommunications, and fraud prevention within the banking industry, delivering practical technical support and security-focused solutions to safeguard financial institutions. My proven achievements include reducing support contacts (calls, chat, email) by over 42% for business and 65% for consumers, and navigating complex technical challenges to save revenue, making me an invaluable asset in the fast-paced and ever-evolving environment.

Available to hire

Hi, I’m James Mulero, a results-driven Customer Service Engineer/IT Support professional based in Liverpool, United Kingdom. I specialise in cybersecurity, telecommunications, and fraud prevention within the banking industry, delivering practical technical support and security-focused solutions to safeguard financial institutions.

My proven achievements include reducing support contacts (calls, chat, email) by over 42% for business and 65% for consumers, and navigating complex technical challenges to save revenue, making me an invaluable asset in the fast-paced and ever-evolving environment.

Skills

Leadership

Copywriting

Experience Level

Leadership

Expert

Copywriting

Intermediate

Language

English

Fluent

Work Experience

Software Engineer at Barclays Bank UK

April 1, 2024 - Present

Design, develop, test and improve software to meet the needs of customers and users. Create quality code that is open by default and easy for others to reuse, test and maintain. Apply design patterns, data structures and algorithms to efficiently leverage modern infrastructures for business needs. Write clean, secure, resilient and testable code.

Fraud Expert at Barclays Bank UK

February 1, 2023 - April 1, 2024

Utilise advanced fraud detection tools, data analytics, and investigative techniques to identify and investigate potential fraud cases. Investigate suspected fraudulent activities to analyse fraud patterns and trends to develop proactive countermeasures. Develop and implement incident response plans to address fraud incidents promptly, including containment, reporting, and recovery measures. Stay current with financial industry regulations, laws, and compliance requirements.

Community Manager at F-Secure Corporation

November 1, 2021 - December 1, 2022

Responsible for developing and integrating community strategy, communication, and F-Secure Digital Support & Self-Service content. Actively engage with community users through the forum. Monitor discussions, respond to inquiries, and moderate content to ensure adherence to community guidelines. Collaborate with technical teams to address and resolve complex technical inquiries. Create and curate content relevant to cybersecurity trends, best practices, and news. Share educational resources, articles, and updates to keep the community informed. Gather feedback from community members on products, services, and user experiences and share it with the product team. Monitor and analyse community engagement metrics, such as engagement rates, user sentiment, and growth. Provide regular reports and insights to leadership.

Customer Service Engineer at F-Secure Corporation

August 1, 2017 - December 1, 2021

Provide eradication advisory to F-Secure client personnel dealing with cybersecurity incidents Installation and troubleshooting of F-Secure endpoint security software for various mobile and PC operating systems via phone, chats, and email. Assist customers in installing, configuring, and maintaining cybersecurity solutions, such as firewalls, antivirus software, intrusion detection systems, and encryption tools. Diagnose and troubleshoot cybersecurity issues, including malware infections, network security breaches, and system vulnerabilities. Collaborate with cross-functional teams within the company to address complex customer issues and provide feedback for the Product Team.

Team Leader at Brandt International/Sudong SDN BHD (SingTel)

September 1, 2015 - June 1, 2017

Supervise, mentor, and motivate support agents, providing guidance, training, and performance feedback to maximize productivity and effectiveness. Recruit, train, and onboard new team members. Conduct regular training sessions to update the team on SingTel products, services, and support processes. Assist team members in resolving complex technical issues, customer complaints, and escalated cases. Ensure timely and effective resolution to maintain customer satisfaction. Track and analyze key performance indicators (KPIs) to ensure the team meets or exceeds customer service and support targets, such as response times, first-call resolution rates, and customer satisfaction scores.

Customer Care Officer at Brandt International (SingTel)

June 1, 2014 - August 1, 2015

Interact with customers via phone inquiries and concerns involving internet connectivity - Broadband, IPTV, VOIP, Email and other VAS via Avaya telephony system. Investigate and troubleshoot customer issues, such as network problems, billing discrepancies, or service disruptions. Provide efficient and effective solutions while ensuring customer satisfaction. Provide technical assistance to customers, including troubleshooting connectivity issues, assisting with device setup, and guiding them to identify points of failure (host, router, DSLAM, ONT, OLT, etc.) from a network operations perspective and proffered appropriate solutions.

Customer Relation & Support Analyst at Etisalat Telecoms now 9Mobile

June 1, 2012 - May 1, 2014

Provide technical support and guidance to customers, including troubleshooting network and device-related problems, assisting with configuration, and offering step-by-step instructions on mobile data. Handle inbound and outbound customer calls regarding Etisalat products and services, including billing, service inquiries, and account management. Identify and diagnose customer issues, providing efficient and effective solutions. Ensure issues are resolved promptly, whether related to network connectivity, billing discrepancies, or service disruptions.