Experience

Parata Systems

• United States
• Hospitals and Health Care
• 300 - 400 Employee

• Director of Field Support

  • Apr 2022 - Present

• Field Support Manager - East

  • Jul 2015 - Present

  I manage an exemplary team of 51 Field Support Engineers and 2 Field Support Supervisors. We are focused on installations, technical support, and preventative maintenance for Parata's products that are deployed at customer sites. Area of responsibility from Maine to Florida and East through Michigan, Indiana, Kentucky, Tennessee and Mississippi.• Manage and coordinate department operations for all assigned functions and staff including but not limited to meeting assigned goals and objectives; manage costs and assets; forecast staff requirements; and lead functional and cross-functional communication within the organization.• Manage direct reports by conducting performance and salary and performance reviews; coach and mentor staff by creating and implementing individual career development plans. Hire, manage, promote, discipline and remove staff as needed. Schedule internal and external training for staff as needed.• Select, lead, evaluate, reward and develop staff ensuring required competencies and resources are in place to accomplish objectives, provide regular status reports to senior management. • Act as an escalation point for the field, home office, and customers regarding product concerns. Act as facilitator and point-of-contact for cross-functional teams to resolve more complex field issues. • Communicate departmental activity on a regular basis to the Field Management team and other cross functional teams as necessary.

• Senior Field Support Engineer

  • Jul 2010 - Jul 2015

  ● Provide complex technical support for the full line of pharmaceutical automation equipment. This includes setup, operation, maintenance, modification, circuit testing, calibration and troubleshooting of electronic/electro-mechanical systems, robotics, software, PC’s and network communication equipment. Additional responsibilities include installation and end user training. Work independently in Michigan and Northern Ohio as well as with a 4 man team to additionally cover Southern Ohio, Indiana, Kentucky and Pennsylvania. Travel nationally to complete installations of new equipment or additional service coverage as needed.● Lead the iPad Working Group, a team of FSE's that worked to better integrate the iPad into our workflow and help achieve a better work/life balance.



7 Degrees Global

• United States
• Telecommunications
• 1 - 100 Employee

• Senior Technician

  • Jul 2003 - Jul 2010

  ● Provide service, installation and end user training as needed for Nurse Call, Telephone and Voicemail systems including: Westcom, Fujitsu, Telrad, NEC and Active Voice.● Install voice and data cabling on new and existing networks.

• Interim Service Manager

  • Jan 2002 - Jul 2003

  ● Receive all customer trouble calls and schedule service calls. ● Coordinate scheduling for service, MAC work and installations. Work with Project Managers to maintain adequate manpower needs.● Conduct weekly briefings to keep field personnel informed on issues regarding company policies, and processes as well as technical information, safety information, etc.● Complete monthly billing in a timely manner.

• Technician

  • Nov 1998 - Jan 2002

  ● Provide service, installation and end user training as needed for Nurse Call, Telephone and Voicemail systems including: Westcom, Fujitsu, Telrad, NEC and Active Voice.● Install voice and data cabling on new and existing networks.● Work with sales group for sales engineering and training on all systems.



Executone Communications, LLC

• Telecommunications
• 1 - 100 Employee

• MAC Technician

  • Jul 1995 - Nov 1998

  ● Provide Move, Add, Changes and repair services for Nurse Call, paging, intercom and telephone systems. ● Provide after hours and on-call service to existing customer base.● Area Covered: All of SE Michigan ● Provide Move, Add, Changes and repair services for Nurse Call, paging, intercom and telephone systems. ● Provide after hours and on-call service to existing customer base.● Area Covered: All of SE Michigan



GBC

• United States
• Retail Office Equipment
• 300 - 400 Employee

• Technical Coordinator

  • Oct 1990 - Jul 1995

  ● Provide telephone and, when required, on-site technical support to field technicians, sales reps, dealers and end users.● Write new service manuals and technical bulletins, update existing documents as needed.● Liaison between manufacturing and field service departments.● Coordinate and teach both basic and advanced technical training programs for all field technicians.

• Technical Supervisor

  • Oct 1988 - Oct 1990

  ● Maintain all Technical Representative Duties● Supervise 2 full time technicians and one part time bench technician. Perform performance reviews and set goals for quotas. ● During time as Supervisor, the branch performed above all targets for repairs as well as quotas for parts, labor and maintenance agreements.

• Technical Representative

  • Jan 1986 - Oct 1988

  ● Perform on-site service on a wide variety of electronic and mechanical equipment. Equipment included binding machines, folders, shredders, laminating equipment and photo ID systems. This equipment ranged from hand fed manual machines to air driven, industrial equipment.● Successfully maintained all aspects of the service department including scheduling, spare parts inventory, billing and collections.● Earned reward trips based on successful performance each year of eligibility 1986-1990.