Customer Service Technical Support

Joseph R. Sears, III

**** ******* ******, *********, ** 27534 919-***-**** *************@*****.***

Profile:

Diverse background includes technical support, system design and analysis, quality assurance, customer service, and sales.

Strong ability to work within all levels of the organization, to include C-Level.

Selected as Siemens Medical Solutions USA, Inc. CSR of the Year, 1999.

Boy Scouts of America - Eagle Scout, held various leadership positions.

Office 97, 2000, 2003, and 2010. Apple Pages. Windows 95, 98, 2000, XP, and Windows 7. NT Server, Server 2000, Server 2003, Server 2008, and Server 2012. SQL Server 2000, SQL Server 2005, SQL Server 2008, and SQL Server 2012.

Trained on Siemens MRI systems, Cardiology PACS (syngo Dynamics), Radiology PACS (syngo.plaza), RIS (syngo Workflow), and Advanced Visualization software (syngo.via).

iOS 3.x, 4.x, 5.x, 6.x, and 7.x.

OS X 10.7 Lion, OS X 10.8 Mountain Lion, and OS X 10.9 Mavericks.

Android 4.4 Kit Kat.

CompTIA Network + certification.

Relevant Experience:

Siemens Healthcare USA

8/2011-2/2016: Systems Engineer 2 Siemens Healthcare USA, Inc

Provide support to clinical users, as well as field personnel on syngo Dynamics, syngo.plaza, syngo.via, syngo Workflow, and legacy syngo Imaging products.

Review setup, configuration, and interface/integration issues and correct.

Obtain training to develop a more in-depth understanding of the systems than was required as a Technical Support Engineer (TSE) and apply it to daily issues. This required knowledge on core software, network, security, virtualization (specifically VMWare), DICOM, and Active Directory/Domain Policy. Required additional knowledge of interface is and integration with Siemens and third-party systems. Knowledge of HL7 language and constructs.

Troubleshoot systems remotely, and provide on site service as required.

Work with third party support on issues/questions with integration/interfaces to/from their systems.

Siemens Medical Solutions

6/2007-8/2011: Technical Support Technician 2 (TSE) Siemens Medical Solutions USA, Inc.

Provide support to clinical users, as well as Customer Service Engineers on syngo Dynamics (previously KinetDx) hardware and software. Research technical issues related to system performance, features, integration with other Siemens, and third party products. Escalation of more complex issues to Tier 3 (Factory) engineers. Access the Siemens Knowledge Base to fully research any known issue resolutions before escalating call to Tier 3. Troubleshooting of systems via remote or on site service. Troubleshoot over the phone with local field engineer when on site service was not indicated.

Work with third party technical support (AGFA, Philips, GE, etc) to ensure resolution to reported customer problems, such as studies not routing to third party devices as expected.

Support of KinetDx/syngo Dynamics Product Line. Software versions ranging from 2.8 to VA10A. Server hardware ranging from HP lh3000r to DL580. Workstations supported include mpc, Dell, and hp.

4/2004- 6/2007: Tech Support Technician 3 (TSR) Siemens Medical Solutions USA, Inc.

Provide technical support to end users of MRI systems via telephone on problems ranging from simple to complex.

Research answers to technical questions from end users and ensure follow up. File product complaints for customers when appropriate.

Work with TSE's for more complex issues, escalations, and Image Quality and Savelog evaluations. Ride alongs with CSE's and ISE's for hands-on training.

Troubleshoot systems to determine cause of problems via telephone and SRS.

JS Computer Repair

9/2002-4/2004: Owner

Founded and ran this small computer repair business which did everything from software and operating system installs, to hardware design, installs, and troubleshooting of Windows PC's.

4/2002-9/2002 Quality Assurance Administrator Siemens Medical Solutions USA, Inc.

Served as Process Team Leader representing the Uptime Service Center on the ISO 9001-2000 Certification project. Served as Project Leader on the Comverse UltraSelect monitoring software implementation. Responsible for designing, implementing, and managing a quality program for 200 agents (technical and non-technical employees).

Accountable for the overall quality program at the Uptime Service Center, to include customer complaints and follow up. Worked closely with Supervisors, the Operations Manager, and the Customer Advocate to resolve any issues identified. Super User for SAP 4.6c and trained employees when we converted.

Authored several processes and work instructions for various departments within the Uptime Service Center.

5/2000-4/2002 Lead CSR (Central Zone) Siemens Medical Solutions USA, Inc.

Served as a first level Supervisor, responsible for 12-15 CSR's.

11/1997-5/2000 CSR/Dispatcher Siemens Medical Solutions USA, Incorporated

Receive, log, and prioritize calls. Manage a team of 50 CSE's. Keep customers updated on call status.

Education:

Mount Olive College Mount Olive, NC 1995-1996

Business Administration

Concentration in Management and Organizational Development.

- President's List, Spring 1996

North Carolina State University Raleigh, NC 1984-1989

Double Major in Business Management and Economics

Sigma Chi Fraternity

Marketing Club

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