Jose Fontanez Email & Phone Number

Rochester, New York Metropolitan Area

United States

● Identify various workflows and evaluate potential inefficiencies. ● Design a comprehensive digital system that best fits the department's needs. ● Design of documented retention system and process.● Assist in the procurement of a management application. ● Research and evaluate GIS environments that can be integrated in the system design.● System designed improves efficiency by 38%.

Rochester, New York, United States

● Performs surveillance of the HFC network using all applicable ROC systems, telemetry, alarms, tools, and other sources of information to identify network outages and impairments.● Create orders to mobilize our technicians for network issues to maintain and improve customer satisfaction. ● Support Maintenance Techs with determining the possible root causes of service issues.● Manage line escalations between teams to ensure constant visibility of issues. ● Assist other ROC Specialists with general questions and the proper method and procedures to complete their tasks.● Assist with storm emergencies and staffing shortages to help in minimizing the impact on our customers and SLAs.

● Monitor network integrity to maintain service efficiency. ● Submit work orders when issue requires an onsite diagnosis.● Maintain open communication with clients to provide updated information of ongoing investigations and provide root cause analysis.● Manage ticket ownership through the ticket life cycle with proper assignments.

Rochester, New York Area

● Successfully maintained above metric case closure SLA with 71% 1 day, 89% 3 day, and 98% 7 day. ● Assist with Blackboard’s Diamond-tier and Platinum clients including FIU, VCU, Cornell, and Texas A&M● Managed the most difficult cases and kept in constant communication with my team and Blackboard’s Tier II to ensure troubleshooting and resolution of highly customized environments ranging from authentication to system maintenance was performed quickly and efficiently● Assist administrators with the maintenance of their databases and server. Including but not limited to the upgrade of software and hardware.

Rochester, New York Area

● Recorded SLA of 98% efficiency, 80% First Call Resolution, and a 7.3-minute talk time more than 25% below SLA.● Assisted enterprise users as a subject matter expert with Technical Support issues regarding desktop and server issues● Work in both Capital One and American Red Cross queues through both phone and online request● Work with administrators to deploy new software as well as updating and maintaining current software.● Assist with the enterprise upgrade and deployment of Windows 7.

Rochester, New York Area

● Managed Contingent Labor software for Pontoon Solutions as a Contractor● Averaged 52 customer communications per day through both phone and email (32% over SLA)● Collaborated with Software Vendor with troubleshooting that would arise with client● Supported Humana and Cisco Queues

Rochester, New York Area

Technical Support Coordinator 2006 – 2012● Directors Club Award for Customer Satisfaction and exceptional SLA● Repeat Caller Walk of Fame award for lowest repeat caller rate● Winning with Teamwork award for assistance provided to colleagues● Multi-Queue Data Transition Assistant● Assisted Team Members with coaching/training● Data Support Tier 3 Transition Internal Help Desk● Created Data Support Troubleshooting/ quick reference Guide for incoming RepresentativesSenior Bilingual Customer Service Representative 2006● Point of Contact for Team escalations and team follow ups● Created Data Quick Reference GuideCustomer Service Representative 2005 – 2006● Facilitated Methods and Procedure Sessions● Assisted with Team Follow Ups● Job Immersion Champion

Rochester, New York Area

● Assisted Late Night Front Desk Resort guest with check-in and reservation● Trained incoming employees in check-in and reservation software● Completed end of day reports for corporate headquarters to define pricing and sales goals.● Complete end of day duties for employees that have left● Make breakfast for guest staying in the hotel

Orlando, Florida Area

● Assisted Front Desk Resort guests with check-in and reservation● Trained incoming employees in check-in and reservation software● Assisted the call center during a disaster emergency

Master Of Business Administration - Mba, Project Management

Bachelor Of Science - Bs, Management Information Systems, General

Associate Of Science - As, Computer Information Systems, 4.0

Associate Of Science - As, Business Administration And Management, General, 4.0

Electrical And Electronics Engineering