James Robertson
Windsor
Summary
Dynamic Regional Technical Support Engineer at Johnson & Johnson with a proven track record in troubleshooting and customer relationship management. Expert in remote desktop support and analytical thinking, I enhance system performance and drive customer success through effective communication and collaboration. Committed to resolving complex issues and improving support strategies.
Overview
13
13
years of professional experience
Work History
Regional Technical Support Engineer
Johnson & Johnson
Milpitas
2017.02 - Current
- Provided technical support for software and hardware issues to internal field service team.
- Assisted customers with product inquiries and troubleshooting steps.
- Documented customer and field interactions interactions in ticketing system efficiently.
- Collaborated with engineering teams to resolve complex technical problems.
- Conducted training sessions for new staff on support, installation and repair procedures.
- Analyzed recurring issues to improve knowledge base resources.
- Provided support via remote desktop software, diagnosing customer issues over private networks.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Monitored system performance metrics to proactively address potential issues.
Field Service Engineer
Optimedica
Milpitas
2012.10 - 2017.02
- Performed routine maintenance and preventative maintenance on the Catalys Precision Laser Instruments.
- Repaired and calibrated systems and equipment post-installation.
- Established positive relationships with customers through friendly interactions.
Education
High School Diploma -
Scared Cathedral Preparatory School
1981-05
Skills
- Troubleshooting expertise
- Remote desktop support
- Hardware diagnostics
- Customer relationship management
- Field service coordination
- Staff education
- Technical expertise
- Analytical thinking
- Project management
- Customer success management
- Customer support strategy
- Teamwork and collaboration
Timeline
Regional Technical Support Engineer
Johnson & Johnson
2017.02 - Current
Field Service Engineer
Optimedica
2012.10 - 2017.02
High School Diploma -
Scared Cathedral Preparatory School