Jose Jimenez Email & Phone Number

Kissimmee, Florida, United States

Madison, New Jersey

Madison, Nj

Implement and support the company’s LeadRouter/Zap leads distribution/leads management system for all companies that are part of the six franchise brands. Day to day support to client base via phone and email where issues range from the lead updating process to changes to the company’s business rules within the LeadRouter/Zap system. Provide monthly reports and stats to internal brand staff on leads generated by the system. Broker and agent coaching on best practices, lead generation improvement and lead update processes.

Madison, Nj

Oversee and administer LMS for six franchise brands and four business units by generating reports, reconciling learning transcripts, handling dynamic enrollments and creating classes that service 300,000 people. Initiate contact with administrators for the six franchise brands and four business units to schedule all virtual training on a variety of products and subjects for affiliates and employees. Actively participate in coordinating and supporting all executive virtual quarterly meetings lead by the company president and all franchise brand presidents. Create test scripts for User Acceptance Testing (UAT) enhancements to the LMS. Responsible for reconciling all month end billing for each franchise brand and business unit to be sent to appropriate executives for budgetary allocation. Handle and resolve Help Desk escalated issues that tech support is not able to solve. Provide support to all users of WebEx system within the company.

Parsippany, Nj

Helpdesk Support- 100% phone support providing 1st and 2nd level assistance in a fast paced helpdesk. Assisting users in the real estate market ranging from web browsing, email support, application password resets and support, network and VPN connectivity. POP/IMAP setup on handheld devices and/ or mail programs such as Microsoft Outlook, Outlook Express and Apple Mail. Assist with resource troubleshooting, diagnosing, and problem resolution of personal computer operations, peripheral devices and connectivity to local and wide area networks. Support 8 brands with 8 different set of applications throughout the US and international locations with an approximately 40K + user base.Lead Router Support- Email and phone support for the company’s Lead Router system ranging from initially accessing database to modifying company’s business rules, marking agents as trained, troubleshooting lead routing issues, assistance in creation and modification of lead sources, Lead Router mobile profile edits and/ or agent profile edits and day to day lead updates.

Madison, Nj

Network support for company’s networks across the country. Support ranges from troubleshooting MPLS circuits, Juniper Netscreen connectivity and configuration changes, BGP and EIGRP routes along with ACLs, Cisco router and switch configuration changes. Monitoring of company’s infrastructure using Solar Winds’ Orion software program and interacting with ISP’s and vendors. Enabling syslog to track high talkers within the local LAN. Generate customer utilization reports upon client requests. Coordinate on site tech dispatches for local tech support to replace, power cycle or troubleshoot frontline issues.

Warren, Nj

Remote Access Support- 100% phone support assisting 140K + users in North America from the initial step of accessing the network via software or Portal, to logging on with the safe word card and registering the safe word connection. Troubleshooting all aspects of Java or browser problems up to and including clearing cache, cookies, temp files, and objects, removing and reloading Java within Windows XP and Vista OS. Troubleshooting all issues arising within the terminal server determining the client’s access based on the Web Admin (Active Directory) profile. Blackberry Support- Troubleshooting of Blackberry Desktop manager and unable to send/receive emails with users on the Blackberry Enterprise Server. Resetting hardware for Blackberry devices, OTA (Over the Air) Provisioning, SIM card issues. Resend service book, password resets. Knowledge of the Wireless Management Console (WMC) utilizing this tool to troubleshoot client issues. Creating and escalating tickets via Virtual Tech ticketing system and assigning to various groups within the infrastructure.

Paramus, Nj

 Mobile/ Billing Support- 100% phone support to all wireless data customers handling issues regarding email (Exchange, Lotus Notes, GroupWise, POP, and IMAP), web browsing (HTML, WAP), and SMS and MMS messages. Installing/ uninstalling and reloading Blackberry Software on Windows 2000, XP and Vista machines. Troubleshooting PDA's, smart phones, air cards, Blackberry and other mobile and wireless devices. Activating Blackberry devices on Blackberry Enterprise Server. Activating devices on Good Server. Creating and escalating tickets using Clarify ticketing system and assigning to various support groups within the technology tiers. Billing and invoice support, adding new lines to existing wireless accounts. Rate plan and feature changes for large corporate accounts. Management/ Training- Coach and manage other representatives as per assignment. Assisting in data department's training curriculum with running new hire classes and orientation. Manage representatives making sure daily production and stats are met.

Computer Networking And Security Diploma, Computer Networking And Security

Computer Networking

High School Diploma