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technical consultant resume example with 9+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - - -
Summary

A very analytical person with 8 years in technical and customer support roles both in house and in the field seeking local technical support position. Effectively identifies problems using advanced troubleshooting skills. Experience working with ISO 13485, FDA CFR 21 and CAP/CLIA standards, which requires attention to detail as well as comprehension of complex documents. Installation of pathology instrumentation and reagents in a clinical lab setting and validation of medical devices. Configure instrument software to client specifications and preferences. Setup peripheral devices (printers, etc) and assure functionality. Work with IT to integrate medical device with existing lab systems. Performs superior work under pressure.



Highlights
  • Strong collaborative skills
  • MS Office proficiency
  • Technical help desk experience
  • Document management
  • Optimizing and performance tuning
  • Excellent problem solving skills


  • Troubleshooting proficiency
  • Exceptional telephone etiquette
  • Patient and diligent
  • Vast technical knowledge
Accomplishments
  • Reduced technical escalations to the field, solving 95% of calls remotely.
  • Consistently ranked as a top specialist, successfully handling more than 150 calls per week.
  • Wrote and edited documents detailing proper procedures for a medical device start up which passed FDA audit.
  • Created new departmental procedure manual.
  • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Experience
03/2013 to 10/2015
Technical Consultant Harris Computer Systems Texas, AL,
  • Conduct workflow analysis of labs and systems to improve efficiency and make recommendations to the customer based on findings.
  • Extensive interaction with QA, IT and lab personnel to validate medical devices.
  • Wrote validation plans and conducted systems validations.
  • Make recommendations on how to more effectively incorporate FDA guidelines into the existing manufacturing process.
  • Analyze current documentation and methodologies to make recommendations for increased efficiency, utilization of resources and to minimize regulatory risk.
  • Assess current practices and make suggestions to better manage processes.
  • Developed effective working relations with groups, individuals, agencies and the public.
  • Guaranteed all data met stringent quality control standards.
09/2010 to 03/2013
Application Specialist Crane Co. Oh, Elyria,
  • Install medical devices in customer labs according to client specifications.
  • Analyze lab workflow to make recommendations on how to improve efficiency.
  • Validate medical device in anatomic pathology labs according to CAP/CLIA standards..
  • Verify functionality of installed systems (IQ/OQ/PQ).
  • Coordinate delivery of materials with customer and in house resources.
  • Configure software to client preferences, and before installation, make sure the customer has the right specifications for hardware and software requirements.
  • Install peripheral device (printers, etc) and assure functionality with existing and newly installed systems.
  • Onsite technical support and optimization of reagents and instrumentation.
  • Work with customer IT departments to integrate devices into larger existing systems.
  • Train staff onsite on instrumentation and software operation.
  • Perform application testing (IHC) for customers to solve issues in the field and assist with antibody titer optimization for customers.
  • Work with sales department as technical expert during sales process.
  • Trained new employees and explained protocols clearly and efficiently.
  • Displayed courtesy and strong interpersonal skills with all customer interactions.
06/2003 to 11/2007
Technical Support Specialist Apttus San Mateo, CA,
  • Troubleshot reagent, instrument software and hardware issues worldwide using remote diagnostics.
  • Proven success rate of 95% reducing necessity for field visits from FSE's and TSR's.
  • Beta tested new products to eliminate issues before release to the public and work with QA to construct appropriate IQ/OQ/PQ procedures, validation procedures and protocols.
  • Performed application testing (IHC) for customers to assist antibody development, titer concentrations or troubleshoot chemistry.
  • Coordinated with QC, QA and R&D departments to assure complaint resolution as required by the FDA and follow up to resolve the customer issue to their satisfaction using Oracle software.
  • Technical support for in house sales people,FSE's and TSR's located in the field.
  • Super User for Oracle implementation acting as department lead and trainer.
  • Guaranteed all data met stringent quality control standards.
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
  • Researched, documented and escalated cases to higher levels of support according to internal procedures.
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Developed and maintained positive customer relationships.
  • Developed documentation for common processes for both support staff and end-users.
Education
Expected in to to
BS: Biopsychology
Vanderbilt University - Nashville, TN
GPA:

*American Society of Clinical Laboratory Sciences Professional Education Program: Theory and practice of In Situ Hybridization

*American Society of Clinical Laboratory Sciences Professional Education Program: Theory and Practice of Immunohistochemistry

*SBCC: Animal biology, chemistry, public speaking

Skills

Computer Programming: Visual Basic, some SQL

Software: Oracle, CRM (Salesforce, SAP, Microsoft), Microsoft Office, Mini-Tabs


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Resume Overview

School Attended

  • Vanderbilt University

Job Titles Held:

  • Technical Consultant
  • Application Specialist
  • Technical Support Specialist

Degrees

  • BS

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