Experience

Endotronix

• United States
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Associate Director, Technical Support Group

  • Jul 2022 - Present

  Lisle, Illinois, United States

• Senior Technical Support Manager

  • Jan 2022 - Jul 2022

  Lisle, Illinois, United States

• Technical Support Manager

  • Sep 2020 - Jan 2022

  Lisle, Illinois, United States

• Technical Support Analyst III

  • Jun 2018 - Sep 2020



Luminex Corporation - A Diasorin Company

• United States
• Biotechnology Research
• 700 & Above Employee

• Senior Technical Applications Specialist

  • Jun 2016 - Sep 2020

  Northbrook, Illinois • Documents customer complaints, performs thorough investigations of any customer issues, and ensures customer resolution. • Serves as a subject matter expert for Verigene® products under Luminex. • Absorbs and leads special projects while exhibiting proper time management in order to maintain the current level of productivity for day to day tasks. • Active participation and assistance in the completion of a successful FDA audit in March of 2017.



Nanosphere

• United States
• Biotechnology Research
• 1 - 100 Employee

• Senior Technical Applications Specialist

  • Sep 2015 - Jun 2016

  • Facilitated the validation and post launch support of a custom electronic paperless complaint system. • Maintained a field tracking database to ensure proper performance of products in the field. • Owned 27% of the most complex complaint investigations. • Closed 50% of lower risk complaints while maintaining a below average length of open to closure/resolution of complaints. • Reviewed and finalized complaints for less senior team members. • Supported QA and RA functions.

• Technical Applications Specialist

  • Jun 2015 - Sep 2015

  • Took ownership of technical functions as well as internal projects to drive process improvements throughout the organization. • Advanced customer satisfaction by providing support for high priority accounts. • Documented through writing, customer complaints from initial receipt through investigation and resolution. • Wrote internal technical documents for training or technical reference.

• Molecular Applications/Technical Support Specialist

  • Dec 2010 - Jun 2015

  • Successfully maintained a dual position as an internal Technical Support Specialist as well as a field based role as a Molecular Applications Specialist. • Provided support for the successful placement, startup, training, and ongoing test utilization of Nanosphere products and helped reduce go-live time for new customers by 40%. • Actively participated in the successful launch of one genetic and six clinical microbiology assays while the customer base increased nearly… Show more • Successfully maintained a dual position as an internal Technical Support Specialist as well as a field based role as a Molecular Applications Specialist. • Provided support for the successful placement, startup, training, and ongoing test utilization of Nanosphere products and helped reduce go-live time for new customers by 40%. • Actively participated in the successful launch of one genetic and six clinical microbiology assays while the customer base increased nearly fivefold. • Helped develop, improve, and implement a better customer training program. • Trained and mentored newly hired team members.

• R&D Scientist

  • Mar 2008 - Dec 2010

  • Performed clinical testing for several molecular diagnostics products in preparation for FDA approval. • Executed and wrote test plans and test reports. • Served as a subject matter expert in moving numerous projects from research phase to product release. • Carried out necessary testing for the advancement and continuation of company product designs in the areas of high sensitivity protein, pharmacogenetic, and infectious disease diagnostics.