JAMES JOHNSON
Tampa
Summary
Technical Support with 4 years experience assisting field technicians troubleshooting and repair of several computer manufacturers equipment at customer sites. Dependable Service Technician polished in building client loyalty and maintaining service standards. Hardworking troubleshooter and multitasker with many years of hands-on experience completing various services and repairs. In-depth understanding of blueprints and schematics. Proficient Service Technician bringing several years of experience and expertise in troubleshooting issues and diagnosing problems. Performs work specified on rep air order in accordance with company standards. Hardworking Tech skilled at diagnostics and repairs. Proactive and communicative with strong background in cultivating client satisfaction and loyalty. Well-versed in composing service reports to detail completed work. Meticulous Service Technician bringing many years of experience in service, maintenance and diagnostics. Strong foundation of team development and empowering leadership with passion for driving improvement. Industrious and communicative with knack for meeting or exceeding company metrics.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Regional Service Technician
03.2022 - Current
- Diagnostics expertise Testing and analysis
- Troubleshooting and analysis Expertise in installations Mechanical abilities
- Client relationship management Active listening
- Multitasking
- Reliable and trustworthy Flexible, Semi Retirement working for contractors part time, Accomplished consistently high customer satisfaction ratings by providing exceptional experiences and knowledgeable service
- Managed customer specific requirements, offered technical support and delivered exemplary service, engaging up to 5 customers daily to preserve business relationship
- Answered emergency calls for equipment repair with prompt arrival to sites on nights, weekends and holidays.
Level II Help Desk Technical Support
Pomeroy
09.2013 - 03.2022
- Provided remote technical support support to worldwide technicians and customers Worked with techs and customers on the phone, through email, and text, to help with completing required SLA,s, with tools such as ServiceNow, help desk ticketing systems, and others.
Field Service Engineer
Fujitsu
06.2006 - 09.2014
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Performed onsite installation, modification and maintenance of systems and equipment
- Repaired and calibrated systems and equipment post-installation
- Traveled to designated area on short notice to support contractors by working weekends and overtime.
IT Technical Support Specialist
Getronics
09.2001 - 09.2006
- Assisted technicians at customer sites with various types of technical issues via email, live chat and telephone
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Maintained helpdesk and maintenance activities between technician calls and vendor interactions
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Education
Associate of Applied Science - Information Technology
Chattanooga State Community College
06.1991
Skills
- Testing and Analysis
- Equipment Inspection
- Customer Relationship Management
- Valid Driver's License
- Expertise in Installations
- Service Ticket Accuracy
- Hand Tool Knowledge
- Preventive Maintenance
- Attention to Detail
- Work with Minimal Supervision
- Technician Assistance
- Scheduling and Coordination
- Diagnosis and Troubleshooting
- Professional and Courteous
- Inventory Management
- Diagnostics Expertise
Certification
- Certified [Job Title], [Company Name] - [Timeframe]
Timeline
Regional Service Technician
03.2022 - Current
Level II Help Desk Technical Support
Pomeroy
09.2013 - 03.2022
Field Service Engineer
Fujitsu
06.2006 - 09.2014
IT Technical Support Specialist
Getronics
09.2001 - 09.2006
Associate of Applied Science - Information Technology
Chattanooga State Community College