Experienced Operations Group Lead with a strong operations professional history of working in the health care and I.T. industry. Skilled in utilizing superb problem resolution skills to improving business system performances through accurate information in a time efficient manner.
Group Lead Pre-Analytical Ops, Quest Diagnostics
October ’16 – Present
+General supervision of all Pre-Analytical Assistants, providing input to supervisors for performance review and disciplinary action.
+Conduct process and compliance audits.
+ Trouble shoot complex problems as they apply to their job.
+Familiar with unusual requests, and be able to resolve or refer them appropriately.
+Assist the supervisor(s) in prioritizing work assignments.
+Assures optimum utilization of human resources and that all job responsibilities are addressed for each shift. Including staffing for weekends and holidays.
+Assist the Supervisor(s) in monitoring production and activity of employees in order to meet departmental deadlines.
+Assist the Supervisor(s) in the coaching for improved performance, providing appropriate feedback to all PAA’s and maintaining a positive work environment.
+Assist all PAA’s in proper specimen handling selection, equipment maintenance and problem resolution.
+Answers and clarifies all employee questions (including laboratory personnel) regarding processing. Must be able to work effectively with the technical departments to resolve problems and gain cooperation.
+Provides appropriate feedback to supervisor(s) when problems arise. Make suggestions and recommendations to enhance workflow.
+Completes appropriate shift paperwork, setting up for production, and ensuring their staff has cleaned up at the end of the shift.
+Helps to keep department overtime to a minimum.
+Monitors supply inventory, ordering supplies as needed.
+Repairs and maintains department equipment and notifying appropriate personnel when repairs beyond the general scope are required.
+Assist in or performing all training, cross training and department auditing functions as assigned by the supervisor(s)
Technical Support, Comcast Sept ’17 – Sept ‘18
+Provides basic remote end-user IT support and education for West Division
+including but not limited to troubleshooting, installing, and maintaining software
+Applies corrective action processes to accurately resolve user order issues, ensuring user' service commitments are met.
+ Isolates and resolves problems by correlating information from network equipment, etc.
+Notifies appropriate individuals and organizations of network outages and restoration events by opening system trouble tickets, as necessary, with the fix agencies.
+ Works across multiple applications to perform error resolution in
+order to fulfill service orders that meet original time frame
Technical Support II, Verizon Wireless Dec ’14 – Oct ‘16
+Providing a high level of resolution support to multiple business customer types, adapting to their varying needs and requirements
+•Delivering efficient customer support on large accounts, with the ability to be proficient in customer-facing systems.
+•Being solution oriented and proactive, providing first call resolution eliminating repeat calls and reducing unnecessary transfers
+•Selling the value of Verizon solutions by using strong communication and negotiation skills to improve the customer experience and increase company revenue
+•Maintaining an in-depth level of knowledge regarding product offerings, network capabilities, and position them as strategic solutions in a business environment.
+•Appling technical knowledge to resolve customer issues and provide assistance on evolving technologies through effective troubleshooting
+•Assisting with escalations and large research requests
Hillsborough Community College 2010
Associate of Science (AS)
St. Petersburg College 2012
Bachelor of Science (B.S.)
Standard Operating Procedure (SOP)
Tools & Technologies