Jacob Hayes
San Tan Valley,AZ
Summary
Dynamic Regional Technical Support Engineer with a proven track record at Johnson and Johnson, excelling in technical troubleshooting and problem-solving. Enhanced customer satisfaction through effective application support and training, resolving complex issues swiftly. Recognized for implementing preventive measures that significantly reduced recurring technical problems.
Experienced with troubleshooting complex technical issues to ensure seamless operations. Utilizes strong analytical abilities to diagnose and resolve system problems effectively. Knowledge of customer service principles to provide exceptional user support and maintain high satisfaction levels.
Overview
28
28
years of professional experience
Work History
Regional Technical Support Engineer
Johnson and Johnson
08.2019 - Current
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Senior Field Service Engineer
Abbott Medical
05.2012 - 08.2014
- Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
- Scheduled service calls according to customer location and urgency of need.
- Maintained tools and equipment, parts inventory, and library of machine manuals.
- Updated and maintained assigned machines per manufacturer specifications.
- Implemented preventative maintenance measures, resulting in reduced downtime and increased equipment lifespan.
Mobil Surgical Technician
Allied Medical
03.2005 - 06.2007
- Gathered and set up equipment, tools, and supplies and arrange instruments according to surgeons' preferences or instruction.
- Assisted in successful surgeries by setting up operating rooms with appropriate instruments, supplies, and equipment for each procedure.
- Promoted teamwork within the surgical team by communicating effectively with surgeons, anesthesiologists, nurses, and other staff members during procedures.
Mobil Surgical Technician
NW Medical
06.1997 - 03.2005
- Gathered and set up equipment, tools, and supplies and arrange instruments according to surgeons' preferences or instruction.
- Assisted in successful surgeries by setting up operating rooms with appropriate instruments, supplies, and equipment for each procedure.
- Upheld high standards of patient privacy by following HIPAA guidelines when handling sensitive medical information.
- Demonstrated adaptability, working effectively with various surgical teams and specialties, ensuring seamless collaboration.
Education
BBA - Business Administration
University of Phoenix
NationalAssociate of Science - Electronics
Balfour University
OnlineSkills
- Technical support
- Technical troubleshooting
- Problem-solving
- Application support
- Training and mentoring
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 20 or more staff members.
Timeline
Regional Technical Support Engineer
Johnson and Johnson
08.2019 - Current
Senior Field Service Engineer
Abbott Medical
05.2012 - 08.2014
Mobil Surgical Technician
Allied Medical
03.2005 - 06.2007
Mobil Surgical Technician
NW Medical
06.1997 - 03.2005
BBA - Business Administration
University of Phoenix
Associate of Science - Electronics
Balfour University
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