Medical Device Technical Support

ANTONIO HERNANDEZ

***** ***** **. ********* **, *3536

Mobile: 661-***-****

Email: ****.***@******.***

Professional Summary

● Highly motivated nursing student, with over thirteen years of combined experience in the biomedical industries, with an emphasis on continuous improvement processes leveraging existing technical and non-technical solutions.

● Authored detailed training documentation supporting new processes.

● Receiving/reviewing medical device complaints.

● Completing/submitting Medical Device Reports (MDR) per FDA 23 USC 360i.

● In addition to, many years of experience providing basic to advanced technical support troubleshooting to a wide range of medical devices and related disposables.

● Exceptional customer service with a natural tendency to build rapport with people from all walks of life and professional backgrounds.

● Core Competencies: Business/functional expert, complaint handling databases, SAP, CIC, Centricity GE, EPIQ, decision trees, workflow, VISIO, project management, data analysis, quality assurance.

Skills

● Patient-focused care

● Medical device knowledge

● Microsoft Office and SharePoint systems administration/design,

● High volume call center

Education/Certifications

● License Vocational Nursing (LVN) Student

High Desert Medical College – Lancaster Ca

February 2023 – Expected graduation date December 2024

● CPR and AED – Certified (ID 235*********)

High Desert Medical College – Lancaster Ca / March 2, 2023 – March 2, 2025

● Certified Phlebotomist Technician (CPT)

US Colleges – Van Nuys CA / March 2021 – April 2021

● AS Information Technology

ITT- Technical Institute – Sylmar CA / September 2001 – October 2003 2

Experience

Abbott Laboratories (contr. Via Axelon Services) / Sylmar CA Technician I, Service / August 2021 – September 2022

● Repair and service of transmitters and related devices used to communicate with implanted pacemaker and ICDs (Implanted Cardioverter Defibrillators) by following strict protocols and standards.

Los Angeles County Registrar – Recorder/County (contr. via Robert Half) / Downey CA

Field Service Technical Support – Call Center / October 2020 – November 2020

● Assisted field service technician with voting machine and related peripherals set up.

● Assisted field service technician with advanced troubleshooting on voting machines and associated peripherals and applications, for the 2020 general elections. Active Transport LLC (contr. via Robert Half) / North Hills CA Logistic Coordinator / February 2020 – May 2020

● Received and made calls to shipping companies in need of product transport and negotiated shipping costs prior to schedule shipping trucks that best suit their shipping needs.

● Coordinated with fleet drivers to ensure goods were picked up and delivered safely, securely and on-time to their destination.

● Provided regular updates to clients ensuring they are informed at all times. Abbott Laboratories / Sylmar CA

Product Surveillance Analyst / March 2017 – July 2018

● Performed report evaluations of returned complaint products.

● Coordinated product testing/analysis with other St. Jude Medical departments and external consultants.

● Prepared technical reports of findings and customer letters and evaluated and analyzed data to determine reportability to FDA (US) per FDA23 USC 360i. Medtronic, Inc. / San Antonio TX.

Associate IT Business Analyst / August 2009 – July 2016

● Created and updated department procedures with emphasis in optimizing and reduced average call handle times while keeping customer safety and customer experience at the highest standards.

● Systems administrator for the interdepartmental websites ensured that all site content was maintained up to date, granted site access to new hires.

● Liaised with other business units to assist in the design, tested and implemented cross- functional initiatives.

3

Medtronic, Inc. / Northridge CA.

Sr. Clinical Technician / July 2004 – August 2009

● Assisted technical phone representatives with advanced technical support troubleshooting and documented Medtronic Diabetes patient inquiries, device issue resolution, equipment set-up, educated customers in proper usage of all Medtronic Diabetes line of products and services.

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