James Robertson Email & Phone Number

San Diego, California, United States

San Diego, California, United States

San Diego, California

San Diego, California

• Provide front line support for any and all of Commonwealth’s employees’ and financial advisors’ technology needs via remote and telephone supporto Handle a wide variety of technical issues ranging from Outlook connectivity issues to hardware failureso Specialized support for Commonwealth’s proprietary software package – 360 Suiteo Provide insight to specific software or hardware that the advisor may be interested ino Ensure all technical issues are handled efficiently with the idea that each advisor’s issue is the most important at that timeo Determine if any issues need escalation up the hierarchy of the technology team to ensure the fluid operation of Commonwealth and its software• Maintain accurate documentation of all incidents for recordso Input all incidents into Service Now clearly and concisely to ensure repeat issues can be identified and resolved quicklyo Update the technology team’s Share Point database with any helpful information for the team to use• Offer insight into technologies or practices that could improve the functionality of Commonwealth’s technologyo Participate in monthly Pod meetings to go over recurring issues and brainstorm ideas to resolve themo Partake in monthly one-on-ones with Team Leads to strive to improve customer support skills and offer insight from the previous month’s incidents

San Diego, California

• Acted as a deployment team lead whose responsibilities were to ensure the seamless installation and integration of computers for the company wide upgrade to Windows 7 while overseeing a team of deployment technicians o Provided daily quality control checks of the installations to ensure the proper procedures were being followed by the team o Created a daily schedule of computers to be deployed by the team and also maintained contact with all involved parties (users, managers, entity coordinators, etc.) o Coordinated with necessary personnel to ensure all required post-installation configuration of applications and hardware was completed with proper oversight and assistance o Created and supplied daily summary reports of all installations and issues broken down by site and technician• Responsible for multiple tasks pertaining to the upgrade and integration of Microsoft Windows 7 Operating System o Imaging – Load a baseline image of Windows 7 (using a Symantec Ghostcast server and Multicast) on to multiple devices to prep them for configuration o Pre-field – Accurately document the required applications, printers, setup and location of all devices to ensure the Windows 7 replacement mirrors the old device o Configuration – Using the pre-field information, properly setup each Windows 7 device to match their Windows XP counterpart o Deployment – Correctly and efficiently install the new device while ensuring minimal user downtime and proper cable management• Provided insight and assistance in ensuring the compliance of all applications in the company’s BMC Remedy Application Database• Updated and maintained accurate logs of all computers within the Microsoft Sharepoint database for the Windows 7 project

Medfield, Ma

• Troubleshoot a wide array of systems including UL listed workstations, industrial workstations, NEMA enclosures, all-in-one systems, panel mount displays & PCs, military grade systems and custom kiosks• Maintain the functionality of all Comark designed products and company computers o Provide in-house and on-site technical service and repairs o Provide phone level technical service o Supply internal technical support for employees• Render solutions and continuous repairs, upgrades and ECOs o Collaborate with Engineering to resolve functionality issues• Provide diagnosis/repair of RMA stock within specified turnaround time o Successfully/consistently manage multiple, simultaneous technical projects o Triage and determine the priority level of returned products to ensure a fluid turnaround process o Maintain logs of entire RMA process for the company and customer• Identify industry trends and recommend new product ideas o Collaborate with other divisions to identify customer needs to build improved product lines in the future• Assess quality control and product improvement in accordance with company policies/procedures o Log all RMA issues in a CAM database; communicate with Engineering or other departments as required to improve overall quality of products o Provide accurate documentation of data towards key performance indicators (KPI) to ensure all processes involving technical support are continually improving

University Of Massachusetts Amherst

• Provided technical support for academic departmental computers and associated networks• Performed hardware and software support on work stations, PCs, laptops, MACs, printers, etc.• Maintained IT request Logs; ordered hardware/software per job requirement• Maintained accurate documentation of completed work and parts used

Cambridge, Ma

• Developed and implemented network structure for maintaining electronic master files related to investigational new drug (IND) clinical trials• Provided back-up and ensured overall integrity of electronic files during the file transfer process• Created and implemented hardcopy file structure mirroring electronic master file system