JONATHAN PINA
Mesa,AZ
Summary
Approached each day and unique challenges with enthusiasm, patience and humor.
Overview
18
18
years of professional experience
Work History
Tier 3 Technical Support Representative
Godaddy.com
01.2015 - Current
- Technical Program Manager role is responsible for project coordination and execution across team efforts and processes between Cloud Application Services and Info Security teams, coordinating assigned tasks through communication and tracking work across multiple projects.
- Upgrading hosting services, managing strategic software applications that work with existing core products, addressing any/all needs for security, and resolving any other account alerts that may exist.
- Upgrading hosting services, managing strategic software applications that work with existing core products, addressing any/all needs for security, and resolving any other account alerts that may exist.
- Linux and Windows operating systems support experience, and/or server administration experience utilizing multiple programs such as SSH, Putty and SQL.
- Diagnosed and troubleshot hardware, software and network issues.
- Collaborated closely with cross-functional teams to address recurring system-wide problems, resulting in improved system stability.
Technical Lead
NotifyMD
08.2012 - 01.2015
- As Team Leader actively enforced operation's goals, policies, and procedures, implements standards in company's training and development, supports agents, handles escalations, monitors cue, and works in conjunction with administration.
- Maintained close communication with clients throughout project life cycles for accurate progress reporting and prompt issue resolution.
- Improved software development processes by introducing Agile methodologies and promoting cross-functional collaboration.
- Implemented continuous integration and deployment strategies for faster release cycles and improved application reliability.
- Collaborated with product managers, designers, and business stakeholders to define project requirements, ensuring alignment with organizational goals.
- Mentored junior developers through regular 1-on-1 meetings, providing guidance on best practices, coding standards, and career growth opportunities.
- Investigated system issues and implemented resolutions to reduce downtime.
Customer Care Supervisor
SXC Health Solutions
08.2009 - 01.2012
- As Supervisor actively enforced operation's goals, policies, and procedures.
- Managed department call volume and coordinated department schedules to maximize coverage during peak hours.
- Determine workflow process and organizational structure of Customer Care team
- Establish goals and standards by which Customer Care team operates
- Develop and implement guidelines and procedures by which Customer staff should operate
- Maintains quality monitoring program for reviewing staff performance in call center
- Investigate client or callers' concerns and determine and execute proper plan of action
- Maintain and monitor departmental statistics to report on performance
- Manage call center quality standards and metrics; manages processes for delivery of feedback to call center agents
- Collaborates with and initiates feedback to Training Manager on necessary training objectives and changes to training programs and materials
- Maintains quality monitoring program for reviewing staff performance in call center
- Coached staff on call quality performance analyzes trends and advises staff on areas for improvement.
- Interpreted regulations to identify patient care requirement criteria to be monitored and establish systems to achieve compliance.
Assistant Financial Manager
American General Financial (AIG)
09.2006 - 02.2009
- Managed team of finance and operations professionals, with day-to-day responsibility for contracting, order processing, forecasting, budgeting, reporting and analysis.
- Fully engaged and responsible for delegating and creating productive work climate gaining valuable experience through all aspects of managing, lending, servicing, and collecting driven by geographic location.
- I provided to my clients include but not limited to, consumer, auto, home mortgage, home equity, unsecured loans, debt consolidation and retail financing.
- Building solid relationships with customers and local businesses, I was responsible for handling loans through entire loan processing cycle.
- Responsible for meeting with retailers in community and develop ongoing merchant relationships; showing them how we can help them increase business revenue by offering financing to their customers.
- Mitigated potential risks to organization's financial stability by regularly reviewing insurance policies to ensure adequate coverage levels were maintained at all times.
Education
Bachelor of Science in Information Technology - Information Technology
University Of Phoenix
Phoenix, AZ05.2025
High School Diploma -
Westwood High School
Mesa, AZ05.2000
Skills
- SSL, firewall, web security configurations
- Website Management
- 8 yrs experience with Content Management Systems (CMS)
- Software proficiency
- Project management
- Data analytics
- Quality Assurance
- Problem solving skills, critical thinking
- Hardware troubleshooting
- Collaboration and Teamwork
- Application support
- Disaster Recovery Planning
- Server maintenance
Timeline
Tier 3 Technical Support Representative
Godaddy.com
01.2015 - Current
Technical Lead
NotifyMD
08.2012 - 01.2015
Customer Care Supervisor
SXC Health Solutions
08.2009 - 01.2012
Assistant Financial Manager
American General Financial (AIG)
09.2006 - 02.2009
Bachelor of Science in Information Technology - Information Technology
University Of Phoenix
High School Diploma -
Westwood High School