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Click here or scroll down to respond to this candidate Candidate's Name
PO Box Street Address ( Cell: PHONE NUMBER AVAILABLE (
Email: EMAIL AVAILABLE
SUMMARY
Versatile, creative, self-motivated, technical professional with a strong
quality orientation. Trained and serviced internal and external, global
clients. Demonstrated skills in analysis, problem-solving, design,
testing, communications, supervision, project management, medical device
and computer systems support. Professional experience includes:
. Over 15 years of technical support and customer service, mostly in the
area of computer or medical systems.
. 5-6 years working in the hospital environment and 12-13 years in the
corporate environment.
. 5-6 years of academic and medical research.
TECHNICAL SUMMARY
Hardware, Operating Systems: Windows 95/98/NT4.0/XP/ 7, Active Directory,
LAN & WAN accounts, SCCM, Mac OS, Ipads, Iphones, Blackberry,
Touchdown, Unix, Cisco Routers, Card Readers/Encoders, Check Readers,
PCs & peripherals, MicroVAX II, VMS, microcomputers, networks,
infusion pumps, graphing devices, CPAP, clinical lab equipment,
Scanners, biomedical electronics.
Software, Languages: GCAPA, Payne, Workshare, WorkRake, Westkm, DMS
Desksite, HPSD, Safari, Hot Docs, IE6/7/8/9, PC Anywhere, SSLVPN,
Sharepoint, Active Directory, Bitlocker, MS Project/Access, MS
Communicator/LiveMeeting, MS Office 2003/2007/2010, CSS (Customer
Support System), Centricity, SAP, Juniper, SCCM Tools, SCCM Client
Center, Adobe Acrobat/FlashPlayer, Java (Oracle JRE), Symantec
Endpoint, Lifetouch applications (Imagestream, Spectrum, Vision, AMS,
Barcode/ID Design, I-Depot, Flyer Creator, PDK Flyer, etc.), Manage
2000 (ERP) Groupwise, Datatel, Lotus, CRS, Raiser's Edge, Clientele,
Antivirus, MiniTab
EDUCATION
Northwestern University, Evanston, IL: Bachelor of Science in Biomedical
Engineering
Additional coursework completed at local community colleges or computer
training centers in the following areas:
. Statistics . Spanish . Microcomputers . Systems Analysis .
Electronics . Project Management . Access . Project IT
PROFESSIONAL EXPERIENCE
Beckman Coulter (Danaher), Chaska, MN 2014
Senior Quality Assurance Scientist (contract)
Active team member supporting the company's post market surveillance/QA
needs by investigating adverse events related to automated immunoassay
medical diagnostic equipment, including the consumables and reagents for
the Access , Access 2, and UniCel DxI clinical diagnostic instrument
product lines.
. Responsible for performing complaint investigations and ensure that
all complaints are processed in accordance with established company
procedures and both government and worldwide regulations and
standards.
. Generates and prepares quality data reports.
. Independently coordinates complaint investigations activities and
designs appropriate experiments to confirm customer complaints.
. Ensures potential reportable events are submitted to site regulatory
agency.
. Performs risk assessments and escalates important issues for
Corrective and Preventive Action (CAPA) eligibility, contacting the
customer if necessary for the investigation.
. Performs root cause or assignable cause investigation to identify
potential failure modes and failure mechanisms.
. Investigates and follows up on analysis of complaint trend reports.
Candidate's Name Page Two
Faegre Baker Daniels LLP, Minneapolis, MN 2013 - 2014
Knowledge Management Technical Lead Analyst (contract)
Contributed to project teams through consultation with vendors, system
administrators, developers, department managers, quality analysts, project
managers and business analysts by providing analysis of vendor software
function, performance history, and preliminary testing results in an ITIL
and SAM environment.
. Acted as liaison between developers and software vendors for various
software products.
o Successfully negotiated and implemented a non-intrusive
licensing renewal process with Workshare.
. Tested vendor software fixes/upgrades in conjunction with QA &
developers in multiple system environments.
. Collected and analyzed business requirements, vendor software
documentation and business impact(s) of vendor software products
and/or upgrades, participating in and monitoring pilot test groups.
. Provided third level support with developers per ITIL principles of
escalated software and system issues.
. Reviewed, analyzed, and recommended configuration settings of SW
fixes/upgrades to support project needs.
. Supported implementations and monitored deployment reports for fixes,
upgrades, and license renewals.
. Analyzed, documented, reviewed problems and procedures in support of
project team and 3rd level support needs, creating knowledge base
articles to assist the Help Desk department when appropriate.
. Utilized data queries for monthly/annual metrics reports and created
comparison analysis of year to year trends.
. Updated department's Sharepoint website with new software issue,
problem, and feature descriptions.
. Attended weekly Change Request (CAB) meetings and ILTA meeting
presentations.
3M, Oakdale, MN 2013
Application Support II Technician (contract)
. Provided end user support and timely issue resolution for medical
devices and applications.
. Performed X-ray monobloc testing and validation for use in the Iluma
CBCT Head Scanner product.
. Researched and documented help desk tickets, which often became
maintenance and enhancement requests.
. Followed up with development group and product manager to identify and
resolve problems with the applications.
. Maintained and updated end-user documentation for the application.
. Trained end-users for offices world-wide, including the creation and
update of training materials.
. Provided timely communication to users and product manager regarding
all aspects of the products.
. Responsible for setting up and maintaining user permissions.
Medtronic, Fridley MN 2012
Product Performance Specialist (contract)
Reviewed/processed Product Event records for Neuro Infusion products using
GCH (Global Complaint Handing), determined record completion needs,
fulfilling regulatory requirements for coding and investigation of product
events.
Medtronic, Columbia Heights MN 2011-2012
Technical Support Analyst (contract)
Provided international technical, customer, application and network
accounts support on a Level 1 Helpdesk team.
Lifetouch Inc., Eden Prairie, MN 2008 - 2010
Support Analyst
Provided national technical, customer, application and network
support on a Level One Help Desk team.
1. Investigated, diagnosed, resolved, escalated and provided recovery for
technical application problems.
2. Provided and assisted in development of new, supplemental monitoring
of applications and system interactive processes, creating major
incidents and alerting through phone and broadcast emails to upper
level management and engineer support teams of queue logjams and
systems' interface bottleneck problems and failures.
Candidate's Name Page Three
Manpower Professional, Bloomington MN 2006 - 2008
Multiple temporary assignments for clients at various locations in the
Twin Cities and suburbs including:
Support Analyst at Direct Source, Inc., Chanhassen, MN
Provided project coordination, procedural documentation, and Help
Desk support to field technicians.
Product Support Technician at Boston Scientific, Cardiac Rhythm
Management (CRM) division, St. Paul, MN
Provided internal logistical support to LATITUDE Patient and Clinic teams
servicing heart device patients.
Integrated System Analyst at Canadian Pacific Railroad, Minneapolis,
MN
. Performed upgrade conversions for company's customized OS for both
desktop and laptop workstations.
. Serviced IT trouble tickets, troubleshooting and resolving PC system
problems.
Computer Technician at IBM / Kohls Department Stores, various retail
locations
. Served on team of technicians replacing old equipment with new POS
computers, registers, and cables.
Network/Software Support Analyst at IBM / Best Buy Corporate,
Deployment Operations Center, Richfield MN
Supported team members, management personnel, and field technicians by
troubleshooting and resolving technical questions and problems during
network system, software, and hardware upgrades at nationwide retail
locations.
. Utilized Cisco Router diagnostic tools, customized IBM problem
tracking software, and specialized system monitoring software tools to
examine real-time system diagnostics in creating and incorporating
solutions.
State of Minnesota, Pollution Control Agency, Industrial Division, St. Paul
MN 2006 - 2007
Pollution Control Specialist
Reviewed, analyzed, approved/disapproved and processed applications for
Air Quality permits submitted by a variety of businesses and institutions
seeking compliance with state and federal government requirements.
Office Administration Specialist
Provided administrative, clerical assistance to Agency Records Management
per governmental policies and regulations.
ADDITIONAL WORK EXPERIENCE
. Jeane Thorne Inc., Minneapolis, MN 2004 - 2005
. Product Support Engineer, MagTek, Vadnais Heights, MN 2001 - 2003
. Applications and Systems Support Analyst, Pearson NCS, Bloomington /
Eagan, MN 1998 - 2001
. Helpline Department Coordinator, ROI Systems, St. Louis Park, MN
1996 - 1998
. Lead Technician, Winmark Corporation, Golden Valley, MN 1995 - 1996
. Customer Service Representative, Microvoice Applications Inc.,
Minneapolis MN 1993 - 1995
. Technical Support Representative, CNS Incorporated, Chanhassen, MN
1990 - 1991
. Research Specialist, University of Illinois at Chicago, Dept. of
Medicine, RCCM, Chicago, IL 1987 - 1989
PROJECT HIGHLIGHTS
Project Management
. (CNS Inc.) Led a major software implementation project to transform a
paper-based recordkeeping system into an electronic one. The project
successfully achieved goals of enabling efficient data-sharing company-
wide and improving its departments' planning and operations.
o Assigned to lead by and reported directly to the VP of Operations,
defined the project's mission and purpose.
o Solicited bids from vendors and evaluated application systems from
multiple software vendors, determining functionality and usability
of each application as it applied to the company's needs.
o Selected a vendor, designed a custom prototype and presented to
executive management for approval.
o Oversaw the purchasing of the software product called CSS: Customer
Support System.
o Led meetings with department managers to collect final requirements
and requests for the detailed customization of CSS. Incorporated
all input into the final, customized design of the CSS system.
o Delegated various implementation and data entry responsibilities
within and to various departments.
o Assisted the system administrator in incorporating CSS into the
company's Novell network.
o Led the training of personnel, both in classroom and one-on-one
sessions.
. (Magtek) Achieved significant time and cost savings for both the client
and company by developing a successful product support and return program
to fix newly discovered problems.
. (Magtek & CNS Inc.) Initiated extensive communications with company and
client/vendor contacts in multiple departments to collect data and
analyze business processes.
. (Magtek) Due to a major client's request, was assigned to lead a project
to investigate and resolve a contractual issue involving product
shipments.
o Analyzed contractual obligations and requirements between the
company and the client.
o Collected and analyzed company's shipping equipment requirements
and processes.
o Negotiated with the shipping department manager and obtained
capital improvement equipment requirements and cost estimates for
fulfilling contractual obligations to the client.
o Submitted budget requests for and received approval of needed
capital investments and process changes that were then implemented
successfully, saving the client relationship and retaining their
business.
. (ROI Systems) Initiated and designed new client contact management
program to streamline technical support of clients and improve efficiency
of resolving support issues.
o Obtained management approval and established new company policy for
client support.
o Managed implementation of the new policy with both department and
client personnel.
o Authored a new policy, designed its forms and initiated the
updating and correcting of the customer database.
. (University of Illinois at Chicago) Assisted in the definition, design,
and operation of various research projects.
o Managed lab inventory and led the design, setup, operation and
maintenance of experiments' processes, databases, and the data
collection and analysis equipment.
o Collaborated with doctors in writing, editing, and proofreading of
abstracts & manuscripts for publication.
Project Team Contributor
. (CNS Inc.) Served on product development teams for multiple new products.
o Served as service department liaison, presenting progress reports
and prototype demonstrations.
o Recommended product design additions & modifications to enhance
product usability and serviceability.
o Authored portions of and assisted in the editing of User and
Service Manuals
. (ROI Systems) Served as Project Coordinator for clients' ERP system
upgrades.
o Managed materials, scheduling, client communication, personnel
assignment, and problem follow-up during clients' critical upgrade
periods.
o Downloaded and compiled software to client sites, via direct modem,
telnet, FTP or RAS connections.
. (Pearson) Contributed to committee meetings and leading activities as
United Way Campaign Committee Treasurer.
. (Lifetouch) Served for consecutive years on company's annual picnic
committee, contributing on multiple projects.
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