Technical Support Medical Devices

Will Palmer III

Lawrenceville, GA ***** 678-***-**** *******@**********.*** Linkedin: will-palmer-atl4217

Summary:

Skilled implementation and integration analyst with 15+ years of experience in laboratory automation, validation, verification, medical devices, and regulatory rules and submission. Strong experience in leading and managing instrumentation and middleware installation and go-live. Technical assistance in various environments.

Education:

Bachelor of Science in Biological Science: Mississippi State University – Mississippi State, MS

Associate of Science in Computer Science Networking Specialist (Honors): Gwinnett Technical College – Lawrenceville, GA

Technical Certificates in Network Administrator, Data Center Specialist, PC Repair Technician: Technical College System of Georgia

Certifications:

Google Analytics

CompTIA ITF+

MS Azure Fundamentals

CAP Inspector Training

CAPM (pend)

Professional Skills:

Regulatory Compliance

Solutions Consultant

Project Management

Product Development

Networking CRM

CGMP GxP

EMR Interfacing

Implementation

Process Improvement

Client Product Training

Technical Support

Client Engagement

Data Base build

LIMS basics Lab IT

21 CFR Part II

Professional Experience:

Quest Diagnostics (HCL) San Diego, CA (Remote) Sep 2023- Present

Implementation Instrument Specialist – QLS Connectivity, Medical Devices

Performs and facilitates research and testing and provides overall project leadership to ensure interfaces conform to the Quest HL7 standards.

Educates and directly interacts with stakeholders to help them understand the benefits and limitations of their specific EMR/LIS-Interface during implementation.

Designs and oversees interface implementation project plan.

Implementation of communication scripts and protocols to include dialup, VPN frame and web services.

Responsible for escalating implementation and support issues to appropriate persons or groups for resolution.

Coordinate user-group sessions with EMR/LIS-Interfaced clients and internal staff to provide a forum for exchanging ideas to improve our services’ overall delivery.

Acts as a subject matter expert to peers for more complex interface issues.

Orchard Software, Carmel, IN (Remote) Sep 2021 – Jul 2023

Field Implementation Analyst II – Medical Devices, LIS connectivity

Led ten instrumentation and middleware Installations and Go-Live with technical assistance.

Managed interface connectivity support for customer-specific network architectures (SaaS)

Designed and configured vendor-specific protocols for 20+ port servers for data transmission (RS232, FTP, HL7).

Analyzer configuration and connectivity of 7+ OEM using Serial connector or use of TCP/IP

Remote or on-site assistance with 15+ SQL Creation Database builds and customer refinement action.

Remote support tools and applications to our customers to decrease "downtime" and increase the speed of instrument failure resolution.

Quidel Corporation, San Diego, CA (Remote) Jun 2021 – Sep 2021

Technical Support Specialist III – Medical Devices

Managed client Tier I and II responses to domestic technical support inquiries and complaints.

Configured 20+ SOFIA analyzers to communicate through client-provided middleware to communicate with client-provided LIS and ERP.

Provided customers with technical assistance to maintain and correct connection issues averaging 15 interactions daily.

Diagnosis of software problems directed at replacing defective components before failure improving failure rates.

Project Management of Company instrument tracking module with the associated clients’ LIS and EMR systems.

Installed and managed Citrix Workspaces RDS services to monitor analyzer health and investigate and diagnose user problems.

Gwinnett Technical College, Lawrenceville, GA Aug 2019 – May 2021

Computer Networking Specialist – Education

Led and managed the daily performance of computer equipment, including 90 Networked Workstation peripherals, wireless equipment, and printers within the WAN campus.

Implemented the change of Windows Operating systems and software PC, Microsoft Office.

Advanced experience in Windows Active Directory, Group Policy environment concerning workstation & Server Maintenance documenting service tickets, and FAQ’s using SALESFORCE / SERVICENOW reporting software.

Perform installation and upgrades on workstation peripherals, printers, and scanners for cost reduction of replacement.

Optimized hardware and software problems by replacing defective components reducing workstation replacement rate.

Creation of virtual environment using Citrix to remote access work stations across campus

IHRC Inc. (CDC Preparedness Branch), Atlanta, GA Apr 2019 – Aug 2019

Regulatory Affairs Specialist – Medical Devices

Coordinate with various cross-functional teams and departments to discuss assay design.

Managed the weekly process meeting and guided two 510 K FDA Submissions.

Develop study plans, and complete risk assessments per branch policies and (CLSI).

Updated the device labeling to ensure compliance with regulatory requirements.

Organize and analyze experimental data for inclusion in regulatory submissions.

Q2 Solutions, Marietta, GA Oct 2018 – Jan 2019

Validation Scientist – Pharmacy

Development and validation of 20+ molecular assays using genomic technologies such as DNA sequencing, amplification, genotyping, and gene expression.

Led as a technical-scientific SME on internal and client Validation projects.

Perform and document all specimen test procedures with accuracy, consistency, and timeliness per current standard operating procedures (SOPs) and regulatory guidelines.

Collaborated with customers or other experts to generate appropriate field data and application notes or publications that highlight product benefits and help differentiate Q Solutions products.

The Binding Site Inc., San Diego, CA Jun 2012 – Aug 2018

Field Application Specialist (Implementation)

Automated 50+ instrument verification and validation testing through personal development and performance of in-house testing plans by using Data Innovation Software.

Grew expert technical, demo service, and product leadership by contrasting and demonstrating superior company products.

Supervised instrumentation and assay application training for over 100+ internal and external customers.

Works with customers or other experts to construct a secure patient database system to store customer data in a HIPPA environment using SQL.

Collaborated with multiple work groups to ensure the successful execution of Site verification and validation testing while submitting documentation to FDA, COLA, and CLIA regulatory agencies.

Randox Laboratories, Kearneysville, WV Jul 2004 – Jun 2012

Senior Field Technical Service Specialist (PMI)

Modernized support for customer implementation processes by providing product and application information, answering inquiries, giving presentations, and assisting customers with meeting their regulatory requirements.

Creation and Maintenance of the Implementation program. Mapped data link requirements in translational tables for internal and external QC auditors and third-party clients.

Independently perform investigative account follow-up as assigned by departmental SOPs.

Improved customer satisfaction and retention through troubleshooting and Go-Live support.

Work with program and centralized teams to troubleshoot instrumentation issues, maintain instrument updates software,

Led and Mentored 3 TSS through the onboarding process and supervised their Monthly project success rates.

Thermo Fisher CC, Louisville, CO Jul 2002 – Jul 2004

Senior Technical Support Representative

Delivered instrument-specific knowledge regarding instruments, and their integration with LIMS.

Led 45+ installation, configuration, and integration of devices and instrument controllers.

Clearly illustrated difficult-to-understand subjects of lab practices and instrumentation.

Analyzed data and identified trends associated with laboratory and proficiency testing.

Research and development of necessary calibrators, standards, and reagent 510K submission.

Scheduled, developed, and delivered product training to operators on Thermo Fisher instrumentations, clinical reagents, Quality Assurance and Quality Control materials, and related supplies.

Dallas County Health Department -Dallas, TX Sep 1999 - Jul 2002

Clinical Laboratory Scientist III

• Operated laboratory equipment and handled hazardous biological waste.

• Performed laboratory procedures to support sampling and analysis of Human serum materials.

• Test of HIV and Western blot, RPR, and all STD Infectious Disease routine testing.

• Ordered and interpreted laboratory and other diagnostic tests and their results.

• Performed technical reviews on patient results and assisted surveillance teams on presentations to patients.

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