Customer Service Technical Support

Theodore Allen

*******@*****.*** 678-***-**** Snellville, GA

OVERVIEW

Dedicated professional with extensive experience in healthcare seeking to transition into a Technology Technical Support role. Skilled in troubleshooting, customer service, and cross-functional collaboration. WORK EXPERIENCE

Senior Phlebotomist Floater Quest Diagnostics formerly Solstas Lab Partners January 2013 - February 2025 • Atlanta

Travel throughout a 75-mile Geogia territory providing seamless phlebotomist coverage to 100 patient service centers, cancer centers, physician's offices, or other client locations - work up to 50 hours a week while balancing a full-time academic schedule Quickly adapt to a variety of work environments and communities partnering with teams of up to 75 physician's, nurses, pharmacy technicians, phlebotomists, and administrative staff - personally requested for over 90% of assignments Ensure compliance with processes and procedures across different specialty practices, including internal medicine, nephrology, OBGyn, pediatric, and oncology, interacting professionally and positively with patients of all ages, personalities, and health statuses Draw quality blood samples for up to 200 patients daily and accurately prepare specimens for lab testing - ensure full compliance with procedures and requirements of orders, including drug screens, biometric screening, and insurance exams Accurately manage patient and order data through Quest's proprietary Quanum system and frequently assist offices with basic troubleshooting and resolution of technical issues with equipment and applications Train, coach, and mentor up to four new hires monthly as the longest tenured floating Phlebotomist across Georgia contributing ideas and efforts to improve employee morale and reduce turnover within the historically high turnover role Structure intensive and personalized 10-day training plans based on each new employee's experience level incorporating shadowing, skill practice, and computer training to build proficiency and independence Proactively develop value-added tools, share best practices, and recommend process improvements to assist in streamlining operations and improving quality for a Phlebotomist floating team of over 75 in the region Recognized as the 2022 Employee of the Year out of 7K Georgia employee's and earned multiple Employee of the Month awards Senior Phlebotomist Solstas Lab Services offices in the Southeast U.S January 2014 - December 2014

Properly drew, labeled, and tracked blood samples for up to 50 patients a day and independently coordinated all lab submissions, billing, and customer service Established strong, trusted relationships within each office earning additional leadership and responsibilities, including performing more advanced patient duties during medical assistant absences, including taking vitals and managing patient medical records Phlebotomist Technician Quest Diagnostics formerly Solstas Lab Partners January 2010 - December 2013 • Atlanta

Emergency Room Technician & Lab Assistant Vidant Medical Center January 2008 - December 2013 • Greenville

Worked up to 80 hours a week supporting two different departments of a Level 1 trauma center with 1, 200 beds Collaborated with an emergency room team of 20 physician's and nurses in providing quality patient care through multiple tasks, including performing blood draws and EKGs, administering CPR, casting

& splinting, and starting IVs Effectively navigated the high-pressured, demanding environment helping ensure up to 300 ER patients nightly were treated efficiently, safely, and in accordance with individual patient plans - assigned to the most complex and critical cases Entrusted to train over 300 technicians and students teaching techniques and observing performed procedures Provided operational and administrative support to the hospital's high-volume onsite laboratory receiving, processing, and managing up to 600 blood specimens per hour - collaborated with shift teams of up to 10 Coordinated the timely distribution of specimens to appropriate laboratory departments, including hematology, microbiology, and clinical pathology Efficiently performed blood draws and managed patient check-ins for up to 50 transplants a month communicating and coordinating with cross-functional transplant teams to meet highly time- sensitive and urgent timelines Ensured accurate and complete patient records, notes, and tests utilizing the hospital's internally developed recordkeeping system

Medic Officer United States Army

January 1984 - December 1990 • Honolulu

Collaborated with a medical team of three to provide diagnostic and therapeutic services for a population of 5K soldiers and their families serving in the 25th infantry division Provided quality primary and preventative care for 100 visitors daily assisting with evaluating patients, administering shots, treating injuries, providing referrals, and updating records Traveled to Korea annually for combat training supporting deployed units of up to 2, 500 soldiers Phlebotomist Solstas

EDUCATION

University of Arizona

September 2021 - May 2025 Bachelors, Bachelor of Science in Information Technology NOTABLE SKILLS

Streamlining Operations Leadership Managing Patient Nephrology Customer Service Leader Microbiology CPR Problem Solving Taking Vitals Oncology Therapeutic Services Troubleshooting Clinical Pathology Computer Training Teaching Technical Support CrossFunctional

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