Remote IT Support & Field Biomedical Tech Specialist

FRANKIE L. SWAIN Remote IT Support Medical Device Field Technician Government Contract Specialist

McDonough, GA 678-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Military-trained Biomedical and IT Professional with 10+ years of cross-industry experience supporting healthcare technology, banking infrastructure, and defense logistics. Demonstrated ability to thrive in remote, field-based, and government-regulated environments. Excels in troubleshooting, relationship-building, and compliance—making a seamless transition into roles such as remote IT support, field sales for medical devices, and federal contract fulfillment.

PROFESSIONAL EXPERIENCE

Desktop Support Specialist

Caterpillar – Griffin, Ga. Aug 2025 – Current

•Provided Tier 1–2 technical support for end users, resolving hardware, software, and basic network issues in a Windows environment

•Diagnosed and repaired desktops, laptops, printers, and peripheral devices, reducing user downtime by approximately 25%

•Installed, configured, and imaged computers, including operating systems and standard business applications

•Managed user accounts, password resets, and access permissions using Active Directory

•Responded to and resolved an average of 15–20 service desk tickets per week, maintaining a 95%+ SLA compliance rate

•Achieved a first-call resolution rate of 80%+ by efficiently diagnosing and resolving common technical issues

•Supported email, VPN connectivity, and remote access tools for onsite and remote users

•Performed routine maintenance, system updates, and security patching on end-user devices, improving system performance and stability

•Assisted with new hire setup, completing workstation deployments within 24 hours of onboarding requests

•Troubleshot connectivity issues including Wi-Fi, network access, and printer configurations

•Maintained IT asset inventory with 98% accuracy, ensuring proper tracking and lifecycle management of equipment

Biomedical/IT Field Technician

Medasource (Contracted to GE Healthcare) Remote/Nationwide Sep 2024 – July 2025

Serviced critical care equipment (I.V. Pumps, PCUs, ETCO2 modules) in 20+ hospital networks.

Provided remote and on-site tech support, preventive maintenance, and electrical safety checks.

Collaborated with clinical teams to align technical support with patient care priorities.

Tracked performance metrics, service logs, and inventory records to ensure FDA and Joint Commission compliance.

ATM & Network Field Service Technician

NCR Atleos Nationwide Feb 2024 – Sep 2024

Performed field repairs on ATM systems, network safes, and alarm systems for major banks.

Delivered secure remote access troubleshooting and conducted thorough documentation.

Ensured rapid service response in line with banking contract expectations.

Biomedical Equipment Technician

Akoddis Remote/Nationwide Nov 2022 – Dec 2023

Specialized in Alaris pump field upgrades (8110, 8120, 8100) across U.S. hospitals.

Coordinated remote service dispatches and provided client-facing technical updates.

Optimized routes, scheduling, and reporting using logistics software and CRM tools.

I.T. Specialist (Remote & Field)

TMI Tech Inc Oct 2018 – Oct 2022

Provided full-scope IT support for POS, kiosks, VOIP systems, and surveillance networks.

Installed/configured low-voltage cabling, fiber optics, and security hardware.

Performed remote reimaging, endpoint security updates, and server connectivity checks.

Logistics Specialist (U.S. Army)

Bagram, Afghanistan Jun 2009 – Apr 2013

Oversaw equipment issuance, transport, and tracking for mission-critical materials ($0.01 – $50K value).

Led logistics operations during overseas deployment; proficient in forklift and HMMWV operations.

B.S. in Business Administration Alcorn State University – Lorman, MS Graduated: May 2022

CERTIFICATIONS & CLEARANCE

OEM Medical Equipment Training (GE/Alaris/etc.)

Secret Security Clearance (U.S. Army – Expired/Active)

ADAPT FOR SPECIFIC JOBS

For Remote IT Support: Highlight "Remote Troubleshooting," "Ticketing Systems," and "Endpoint Security."

For Medical Device Sales: Emphasize "Clinical Team Collaboration," "Field Demos," and "Device Knowledge (Alaris, ETCO2)."

For Government Contracts: Showcase “Military Background,” “Federal Compliance,” and “Secure Logistics/Asset

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