Technical Support Specialist Resume

SUMMARY

Troubleshooting and resolving client issues saving costs
Automating procedures to produce management reports
Supporting sales professionals with technical expertise
Implementing system upgrades and project tracking
Interfacing with users and training of associate team members

TECHNICAL SKILLS

COMPUTER SKILLS: MS Office Suite, Outlook, MS Project, Client Server, Windows XP/2000, OS/2, SQL, RDBMS, Visual Basic, MSSQL, JavaScript, Lotus Notes, HTML, XML, DHTML, MS FrontPage, Visio System/Computer Experience: OS/MVS, OS/COBOL, COBOL II, OS/JCL, TSO/ISPF, DB2, VSAM, Utilities, Changeman, Infoman, CICS, Playback, AS400, UNIX SCO, LINUX, Sybase, RISC 6000, LAN’s, NT Server, Data Warehousing

LABORATORY SKILLS: MLA Coagulation Analyzer, LH750 Blood Analyzer, Tecan Front Loader, Clinitest Analyzer, Tecan Pipetter - Analyzer, Bayer Blood Analyzer, Immulite 1000, Immulite 2000 & 2500, Spermalite, Ortho Provue, Veridex Celltracks, Ortho Summit, OAS Server

PROFESSIONAL EXPERIENCE

Confidential

Technical Support Specialist

Responsibilities:

Reduced downtime and increased accuracy in one hour.
Frustrated client had an instrument that was not operational going into the weekend.
Performed troubleshooting with software utilizing automated testing tools to resolve client problem and issues.
Saved $4000 by resolving customer issue remotely.
Customer diagnostic instrument was out of service.
Utilized e connectivity to access client diagnostic system remotely to troubleshoot.
Resolved issues and saved the cost of dispatching a field engineer.

Confidential

Technical Sales Representative

Responsibilities:

Performed six month linearity studies utilizing client data.
Assisted sales, troubleshooting issues and providing technical expertise.
Performed validations on new instrument assays.
Acted as Technical Lead while troubleshooting customer issues.

Confidential

Senior Medical Technologist / Senior LIS Analyst

Responsibilities:

Ensured deployment of major upgrade to Unix / Windows platform for healthcare information system.
Improved revenue by driving on-time delivery from 25% to 70%.
Moved customer aircraft readiness from 75% to 98%.
Coordinated all staff activities, both technical and non-technical.
Automated procedures utilizing Crystal Reports, Visual Basic and Sybase.
Implemented plans for software modification, hardware and operating system upgrades.
Tracked project deployment and implementation of system upgrade.

Confidential

Business Analyst / Project Leader

Responsibilities:

Developed new Change Management processes and concepts, focusing on corporate goals

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