Customer Service Technical Support

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Jonathon Fantauzzo

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*** ******* ** Cell: 585-***-****

Webster, NY 14580 E-Mail: ************@*****.***

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Profile A young professional with a vast knowledge and experiencial backround dealing in the

area of customer service.

Experience In the janitorial business, as both employee and also taking the responsibility of

having managerial oversight. In a fast paced call center enviroment, troubleshooting, use of

effective listening skills, thorough documentation of steps used, and a customer service centered

attitude.

Professional Goals To continually gain wisdom through new job experiences that I may not only

peform but excel in any task required of me.

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Education

Sep 07-Apr 09 Calvary Chapel School of Ministry

1777 rt 332 Farmington, NY, 14425

Degree: Bachelors in Theology GPA: 3.5

This is a two year program with the school year divided into semesters.Classes average three

hours with up to two classes per day. School is in session from 9am - 5pm Monday through

Friday.Three times a week for an hour and a half at the end of the day students are given areas of

ministry they are allowed to serve in. I was required, in this specific time period, to extensively

clean all majorly trafficing areas of the facility.

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Work History

Dec 09-Nov 10 Jewel Janitorial

79 Phaeton Dr, Penfield, NY, 14526

Supervisor: Fred Fedorajka Phone: 585-***-****

URL: http://www.jeweljanitorial.com

Jewel Janitorial is a locally owned and operated Janitorial/carpet cleaning/floor remodeling

business that serves the Greater Rochester, NY area.

Work Details/Duties :

-Arrive to work on time and in the proper attire required for the job. These were not suggestions

but imperatives and faliure to adhere to these and any other duties would result in termination.

-Bathrooms:

-Extensive (not just a quick run through) scrubbing of toliets, cleaning of mirriors,

dusting of dividers, replenishing paper products, sweeping, and mopping the floor and

baseboards. Removing garbage as well.

-General Office Area:

-Dusting of desks, computer monitors, baseboards, tops of pictures/certificates, or any

other dusty surface. Removing smudges from desktops. Removing cobwebs from ceilings or any

other visable area. Removing garbage from containers. Cleaning windows for a streak free shine.

Vacuuming all carpeted floor surfaces.

-Floor Stipping/Waxing & Carpet Cleaning:

-Assisted and was trained on carpet cleaning and tile restoration jobs.

-Managerial Duties: When I became familiar with and did an acceptable job on the tasks listed

above my supervisor gave me the responsibility of training new hires for the job.

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Nov 10- Mar 11 RIM BlackBerry Technical Support

202 Wallace Way, Rochester, NY, 14624

Supervisor: John Torregiano Phone: 585-***-****

The Technical Support Division of RIM BlackBerry Smartphones.

Training: The training period for this program was a duration of two weeks (Monday through

Friday, 9AM-5:30PM). The training consisted of BlackBerry networking and call flow

information. The two weeks concluded with a test administered by the intstructor. My score:

90/100

Work Details/Duties :

-Arrive to work on time and in the proper attire required for the job. This was a "suit and tie

atmosphere" as required by company policy.

The Call Flow:

-Answer several incoming calls pertaining to issues with customers' BlackBerry Smartphones.

-Document all of the the customers' information using the BMC Remedy IT Service Incident

Management Console.

-Document any troubleshooting steps used including BTSC articles from:

http://www.http://www.blackberry.com/btsc

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