Accomplished Field Service Professional and Skilled Technical Writer

ACCOMPLISHED FIELD SERVICE ENGINEER AND TECHNICAL WRITER

Multiyear President’s Club winner Logical and Systematic Troubleshooter Enjoys solving

problems and helping others

Versatile and dependable Field Service professional with more than 12 years of experience in diagnostic

laboratory bloodbank automation equipment. Specific Skills include:

Knowledge of Computers and

Networking, including TCP/IP,

routing, and switching

Attention to Detail and Ability to Follow

Complex Procedures

Excellent Customer Service

Skills

Strong Organizational and Leadership Skills

Excellent Mentoring Skills Knowledge of FDA and Laboratory Practices

Strong Oral Communication

Skills

Strong Writing Skills and Ability to Create

Procedures

Ability to diagnose and repair

complex electronic systems to

component level

Skilled in Microsoft Word, Excel, PowerPoint,

Access, and SQL

.

PROFESSIONAL EXPERIENCE

Immucor, Inc, Norcross, GA

Field Service Specialist 2008 – 2017

Provided support to Immucor Field Service Engineers, Technical Support Specialists, Blood Bank

Technical Specialist and external customers by telephone, email, instant message or remote access to

diagnosis and repair laboratory blood bank automation equipment. As Subject Matter Expert, provided

consultation and advice during escalation conference calls. Traveled across the U.S. and Canada to

provide in-person support for escalated complaints.

Analyzed complaints at customer accounts with high service activity then implemented action plans to

improve system uptime

Created job aids, procedures, and tools to assist Field Service Engineers in the diagnosis and

troubleshooting of complex problems

Led Technical Conference call to disseminate technical knowledge, discuss complaint trends, and

facilitate discussion between technical leads, field service personnel, trainers, and others

Facilitated in-house advanced repair course that provided lessons learned from the field to the FSEs

Reduced customer downtime and company travel expenses by the remote resolution of customer

complaints

Assisted regional service managers through the analysis of data and preparation of reports

Resolved escalated customer complaints involving software, networking, and Laboratory Information

Systems (LIS)

Compiled monthly Mean Time Between Failure (MTBF) metrics for one of Immucor’s systems.

Immucor, Inc, Norcross, GA

Field Service Engineer 2005 –2008

Diagnose and repair blood bank automation equipment at customer sites throughout the U.S. and

Canada Perform preventive maintenance, as required. Document work performed in accordance with

FDA requirements.

Responded quickly to customer complaints through early-morning or afterhours travel and worked into

the evenings, nights, and early mornings to resolve complaints in a timely fashion.

Led team to install automation systems at multiple locations across the U.S. for a key account.

Served as escalation resource to assist fellow FSEs and resolve prolonged complaints.

SCIENTIFIC SOFTWARE ENGINEERING, INC, Plano, TX 2004– 2005

Technical Writer/Consultant

Updated three complete product documentation sets for a telecom-networking, resolved all errors

reported against them, and resolved other outstanding issues. Converted one documentation set from

Interleaf to FrameMaker. Prepared release paperwork then released documents.

GE MEDICAL SYSTEMS CLINICAL SERVICES, INC, Arlington, TX 2003– 2004

Biomedical Equipment Technician

Test, calibrate, diagnose, and repair electronic, electromechanical, and mechanical medical equipment to

component level, specializing in surgical and intensive care devices, using safety analyzers, schematics,

oscilloscopes, multimeters, and soldering equipment.

ADDECO TECHNICAL, Addison, TX 2003– 2003

Biomedical Equipment Technician

Test, calibrate, diagnose, and repair electronic, electromechanical, and mechanical medical equipment to

component level, specializing in surgical and intensive care devices, using safety analyzers, schematics,

oscilloscopes, multimeters, and soldering equipment.

ALCATEL USA, Plano, Texas 1999 – 2003

Technical Writer

Wrote setup, testing and troubleshooting documentation for telecommunications networking equipment.

Mentored other technical writers in areas of telecommunications technology and electronic publishing

applications, raising the team's overall efficiency and the quality of the documentation.

EDUCATION

B.A., English

The University of Texas at Austin, Austin, Texas

A.A.S., Biomedical Equipment Technology

St. Philip’s College, San Antonio, Texas

Certificate of Completion, Biomedical Equipment Technician

United States Air Force School of Healthcare Sciences, Sheppard Air Force Base, Texas

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