Jonathan Rotter Email & Phone Number

Phoenix, AZ, US

Kearny, Arizona, United States

Operations/Mining Technology Engineer. Lean team member responsible for OT; including repair, maintenance, deployment, and planning of: 2-way (Motorola) radio systems, "Fleet Management" hardware and backend systems, global positioning systems for FMS and mining operations, health monitoring systems for fixed infrastructure and mobile haulage, Operator.

Phoenix, Arizona Area

Responsible for scheduling and coordinating construction, upgrade and maintenance of cellular transmission sites. -- Project coordination and management, including planning and reporting the progress of construction projects,goals, and milestones for cellular provider, Phoenix market modernization and upgrade.Responsible for overseeing the construction.

Casa Grande

• Inbound and outbound customer support – supported employees and end-users via telephone, and email, and on-site. -- Included: assisting the NOC and WAP engineers, managing call-center employees, and submitting reports.
• Created and maintained a system of documentation and reports of customer service activities resulting in more efficient resolution – and more accurate records – of customer service issues.
• Assisted Network Operations Center with network monitoring, testing, maintenance, troubleshooting and repair.
• Conducted the training of all new technical support technicians hired.
• Created and maintained weekly and monthly reports detailing the status of network and customer resources.
• Provided intra-office and customer support for a local wireless ISP start-up company.

Ahwatukee

• Inbound customer service call center – supported end-user employees via telephone and email. -- Answered questions, comments, and issues, and logged contact.
• Created supporting documentation for a new software application, which was approved for use by tier 1 representatives.
• Interacted with specialized support teams to successfully identify and correct issues outside tier 1 support permissions.
• Successfully used communication and troubleshooting skills to provide or coordinate corporate, end-user support.
• Kept within high service level metric standards, and was extended a permanent-hire position. -- Metrics included: ability to address and resolve IT issues with a goal of first contact resolution; creation and content.

Tempe

• Inbound customer service call center – included end-user phone, email, and web contact. -- Answered questions, comments, and issues, and logged contact.
• Used communication and troubleshooting skills successfully to diagnose and resolve end-user problems or questions.
• Kept within high service level metric standards, and was promoted to tier 2 support. -- Metrics included: responding to 100% of inbound contact; logging 100% of contact, including problem details and resolution steps.

Phoenix, Arizona Area

• 2002 – 2004: Served as a non-commissioned officer in the USMC Reserves -- Activated and deployed to Iraq in 2003. Honorably discharged in 2004.
• 1992-1996: Served in an active duty-status in multiple infantry and regimental units. -- Honorably discharged, with awards including: Good Conduct Medal and Certificate of Commendation.

Mesa

• Successfully and quickly learned a new skill set and unfamiliar programs and job duties. -- Maintained client information, and distributed client payrolls.
• Used technical skills to successfully develop new procedures, creating a more efficient use of time/money.

Tempe

• Door to door sales of home security systems.

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• Built, erected, installed, and repaired homes and small businesses.

Mesa

• Repaired, set up, and configured stand alone PC workstations and other computer related devices and peripheralsin homes and a small business.

Mesa

• Successfully used knowledge and communication skills to provide long-term, on-site IT support for a large company.o Included: assisting with network administration; maintaining and upgrading software and workstations.
• Sold and assembled customized microcomputers per customer requirements.
• Built to high standards of customer satisfaction and guarantee.
• Provided on-site, in-store, and telephone support for PC problems.o Included on-site installation or repair of workstations and network systems for homes and small businesses.
• Successfully learned IT terminology, operation, installation, troubleshooting, and repair.

Bachelor'S Degree, Information Technology, 3.0

Focus in Software Engineering. Graduation date: March, 2013.

Associates Of Occupational Studies Degree, Personal Computer/Network Technology