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Senior Technical Support Specialist Resume

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San Jose, CA

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Profile
I thrive in a fast-paced team environment focused on rapid and accurate customer satisfaction. I savor learning new information thoroughly, to the point I can turn around and teach it to co-workers. Call centers are my preferred work environment with numerous challenges and instant gratification as I answer each customer’s questions accurately and quickly. I am computer savvy on numerous platforms and programs.

Qualifications
I enjoyed fifteen years with a medical diagnostics company, including 12 years as a Technical Support Specialist for the 800 hot-line. This required knowledge of medical terminology, multiple computer systems and programs and government regulations in a constantly evolving sphere of laws and business necessities. I covered different shifts and 24 hour on-call and holiday coverage. I provided telephone, e-mail, fax and written support and occasionally live trouble-shooting, mentoring or teaching under time constraints and shifting priorities. I loved the challenge of a wildly diverse customer base, from lay people, prison and parole officers to large commercial and hospital lab personnel and research pH D’s. I loved the changing priorities throughout the day and my tenure in the department.

Education
AA Eligible Medical Laboratory Technology Confidential College, 
Numerous Customer Service seminars

Relevant Experience

Confidential, San Jose, Ca
Subsequently Dade Behring, now Siemens
Senior Technical Support Specialist Starting as a laboratory technician, then chemist in the Quality Control and moving into Technical Support through Specialist 1, 2 and 3 I assisted customers with troubleshooting and general questions on the company’s reagent kits and instruments as well as applications of the reagents to other companies’ instruments. I documented all calls per GMPs (good manufacturing protocols) , SOPs , FDA requirements and CLIA (clinical laboratory improvement act) regulations. I mentored new hires and taught customers and in-house personnel as needed.

Confidential, Baltimore, MD
Medical Laboratory Technician, Routine Chemistry Ran , maintained and trouble-shot several analyzers, performed manual tests and collated and up-dated results, including weekends and holidays. Performed phlebotomy rounds.

Other Experience
Extensive retail background in the family full service hardware store which involved assembling many items and pieces of equipment and instructing in their use. Also retail experience in fabric and bookstores.

Some experience in drug trial documentations with Quintiles.

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