Jon Fortner
Blacklick,OH
Summary
ECM Engineer with progressive career and significant experience leading implementation teams. Known for delivering on SLA's and Mentoring teammates.
Overview
25
25
years of professional experience
8
8
Certifications
Work History
Sr. Kofax Engineer
Konica Minolta Business Solutions U.S.A. Inc
San Diego, CA
01.2016 - Current
- Collaborated with clients from concept through final delivery of product or service using Kofax Capture and Transformation
- Followed up with customers to identify areas of improvement
- Directed onsite training for business users to maximize productivity
- Implemented company policies, technical procedures and standards for preserving integrity and security of data, reports and access
- Recommended architectural improvements, design solutions and integration solutions
- Designed and implemented new server standards for core business services
Technical Support And Implementation Manager
S4i Systems Inc
San Clemente, CA
04.2012 - 12.2015
- Supervised and provided direction for five technical direct reports regarding sales, implementation, and technical support activities
- Hired and trained technical support staff
- Trained, coached, and mentored staff to ensure smooth adoption of new applications offered by company partners
- Worked with sales to deliver technical solutions using S4i Systems products and services
- Managed firewall, network monitoring and server monitoring both on- and off-site
- Implemented Ring Central IP based phone solution company-wide
- Deployed end to end document management solutions for customers
- Supported CTO and CEO with daily operational functions
- Supported Application included Kofax Capture and Transformation
Command And Network Operations Center Support
PNC Bank, National City Bank
Cleveland, OH
12.1999 - 04.2012
- Trained Production Control staff to handle all routine incidents; reducing incident call volume by 50%
- Created an automated ticketing system that reduced the Mean Time to Repair for production issues by 40%
- Diagnosed software issues and applied troubleshooting techniques to ensure swift resolution
- Diagnosed and troubleshooted UNIX and Windows processing problems and applied solutions to increase company efficiency
- Developed work-flow charts and diagrams to ensure production team compliance with company SLA's
- Completed a print consolidation project reducing costs by $250k per year
- Created a web portal that allowed users to retrieve archived documents and view them on-line
- Designed and installed an automated media library that reduced tape handling errors; improving the company's production window by 30%
- Converted all file transfers from an old serial connection to NDM saving the company $300k per year, and improving the speed of those transmissions by 75%
Adjunct Professor
Kaplan Career Institute
Cleveland, OH
08.2009 - 10.2011
- Provided instruction to students on a variety of technical subjects in the Computer Support program
- Successfully improved student participation through integration of creative role-playing exercises
- Fostered meaningful relationships among students through student field-trips and team-work activities
Education
Bachelor of Science - Computer Science
Westwood College of Technology
Westminster, CO2009
Skills
- Help desk team management
- Employee mentoring
- Ticket management (Zendesk, JIRA, Remedy)
- Call Center SLA management
- Excellent problem-solving abilities
- Problem resolution and root cause analysis
- Policies and procedures
- Enterprise applications
- Enterprise content management
- Customer engagement
- Training and development
- OCR extraction
- Oral and written communication
Certification
Kofax Capture 11
Kofax Transformation 6.2
Kofax Capture Network Server 10
Certified Kofax Capture Consultant
Kofax TotalAgility Cognitive Capture 7.8
Kofax TotalAgility Process Orchestration 7.8
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Good judgment comes from experience. Experience comes from bad judgment.
Jim Horning
Timeline
Sr. Kofax Engineer
Konica Minolta Business Solutions U.S.A. Inc
01.2016 - Current
Technical Support And Implementation Manager
S4i Systems Inc
04.2012 - 12.2015
Adjunct Professor
Kaplan Career Institute
08.2009 - 10.2011
Command And Network Operations Center Support
PNC Bank, National City Bank
12.1999 - 04.2012
Bachelor of Science - Computer Science
Westwood College of Technology
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