Summary
Overview
Work History
Education
Skills
Timeline
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Johnny Fussell

Sunnyvale

Summary

Project management, team support, trainer, and customer advocate

Customer service troubleshooting technical management, technical training, manufacturing software hardware and software support project management knowledge base offering technical writing

Reliable, diplomatic, technical support, professional with 30+ years experience in progressively more responsible positions demonstrated customer focus with recognize technical, aptitude and teamwork skills expert at developing instituting and developing technical training programs, key tools, and technologies include

Overview

19
19
years of professional experience

Work History

Remote Technical Specialist and Field Technical Specialist

Tesla Incorporated
Fremont
01.2018 - 01.2024
  • Provides high-level technical field support and mentoring to technicians and product support personnel who are diagnosing troubleshooting and repairing Tesla vehicles
  • Able to intercept and resolve technical escalations with all Tesla diagnostic categories, such as high-voltage, infotainment, driver assistance, electrical, thermal, and chassis
  • Integral to service training and information dissemination as the primary host and facilitator of several companywide meetings and knowledge share sites such as the North American field technical update a new streaming site called the FTU plus and when new products launch, I host daily and weekly huddles for new issues, facilitating service tech access to service engine engineering, product owners
  • Able to identify improved service methodologies, and collaborate directly with engineering in the field to implement these improvements
  • Master in high voltage bus system, ensure not only my safety but those of the text that I mentor and assist with expert and safe handling of high-voltage batteries that are damaged and need to be Restored to a safe condition
  • Can be counted on to create added improved technical articles, and other service reference systems at Tesla and generate field reports of a technical nature
  • Reports design, reliability, and critical issues and maintenance problems or bugs to design engineering software engineering, recognize trends, and patterns, and field failures and provide potential solutions
  • In an early stage of my position we had worked to build remote diagnostic methodologies to create the new position of virtual service center technician traveling to several regions to train and set up these new teams with out remote diagnostic methodologies

Vehicle and Roadside Support Specialist

Tesla Incorporated
Fremont
01.2015 - 01.2017
  • Provide support and incident management to high and sensitive customer base for a cutting edge, electrical car company all while focusing on making negative experiences as positive as possible
  • Known for using technology to help streamline logging process to get the next customer as quickly as possible
  • Is counted as an enthusiastic adapter and champion of the new practices, policies and tools to make the overall customer experience a more efficient and positive one
  • Adept at networking and making positive relationships with nationwide team of service centers and external contractors understands a good relationship with these teams helped foster Cooperation in solving our shared customers concerns
  • Consistently high and customer satisfaction averaging well above 9.5% out of 10 can be relied on being the go to person with challenging calls great at staying calm and collected with superb soft skills

Technical Support Engineer

Oracle Software formally Agile Software
San Jose
01.2005 - 01.2015
  • Provided technical support on a layered oracle based application, specializing in Web server and Java technologies all well focusing on customer delight
  • Entrusted to be the primary support contact for all issues on a new implementation for the Silicon Valley’s number one employer the success of this implementation is valued in the tens of millions
  • Counted on as a peer example for great customer service continually setting the bar for customer support satisfaction survey sent to customers
  • Participated in support acceptance, testing and quality assurance of all new product releases, as well as validation of major defect fixes added to the overall increased customer, confidence of Angel‘s products
  • Attributed to an 85% first Support Level closure rate while decreasing the overall service backlog by 50%

Education

Self-paced mastery - HV bus, infotainment, driver assistance

Tesla Inc.
Fremont, California
01.2024

Self base learning - Oracle application server, Oracle database management

Oracle university
San Jose, California
01.2008

Learned basic - C++, Java, coding in flash technologies

SmartForce
Dublin, Ireland
01.2001

Associates in arts degree - Administration of Justice

Ohlone College
Fremont, California
01.1992

Skills

  • Tesla Vehicle tech specialist
  • Tesla HV bus master
  • Tesla infotainment master
  • Tesla driver assistance master
  • Tesla MVH chassis specialist
  • Tesla electrical specialist
  • Microsoft Windows server
  • Microsoft IIS
  • Linux and Solaris OS
  • Python scripting language
  • Microsoft office
  • Apache tomcat
  • Agile project management
  • Product lifecycle management
  • Adobe acrobat
  • IOS tech
  • XML
  • HTML

Timeline

Remote Technical Specialist and Field Technical Specialist

Tesla Incorporated
01.2018 - 01.2024

Vehicle and Roadside Support Specialist

Tesla Incorporated
01.2015 - 01.2017

Technical Support Engineer

Oracle Software formally Agile Software
01.2005 - 01.2015

Self-paced mastery - HV bus, infotainment, driver assistance

Tesla Inc.

Self base learning - Oracle application server, Oracle database management

Oracle university

Learned basic - C++, Java, coding in flash technologies

SmartForce

Associates in arts degree - Administration of Justice

Ohlone College

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Johnny Fussell