Anthony Jones
Cincinnati,OH
Summary
Experienced support professional with a proven track record in technical support roles. Strong background in troubleshooting, system maintenance, and delivering exceptional customer service. Collaborative and adaptable to changing needs, consistently focused on achieving results. Recognized for reliability and effective communication skills. Prepared to excel in any technical support position.
Overview
15
15
years of professional experience
Work History
Service Center Support Technician 1
Ethicon Johnson & Johnson
08.2021 - Current
- Complete shipping and receiving functions for 20-25 capital products daily.
- Complete shipping of 20-30 spare parts per week
- Interface with Customer Quality on service requirements, receive and decontaminate
- Resolve Blind Units received from external customers
- Reference and update the compliant management system with shipping and receiving information
- Manage storage and inventory of Loaners, Long Term units and scrapping process for products
- Maintain service parts inventory and monitor inventory levels
- Order and receive parts and fill request for parts required for timely repair of equipment
- Maintain the spare parts inventory system
- Maintain files for all hard copy service documentation
- Understand and follow ESC policies and procedures related to work activities performed in area of responsibility
- Follow all company safety policies and other safety precautions within work area
- Promote safety to all associates that enter work area
- Comply with regulatory and quality standards in the service and repair process of medical devices
- Update service system for the service and repair process
- Maintain the document control system related to service center activities
- Track metrics and prepare reports for service center activities
- Other responsibilities may be assigned and not all responsibilities listed may be assigned
- Train new hire on day-to-day activities and responsibilities for Shipping department
Product Support Associate
CEPHEID
11.2020 - 08.2021
- Primary point of contact for customers requiring assistance with Cepheid products
- Engage customers to understand the nature of their request and triage critical issues
- Promptly identify the issue through data collection, troubleshooting and remote connection to customer systems
- Provide basic product information and resolve routine product complaints and inquiries
- Document complaints and resulting investigations in the complaint management system
- Prepare more complex cases for escalation
- Adhere to Quality Management System procedures
- Maintain product knowledge and support continuous improvement efforts
- Contribute to quality compliance through accurate and concise case documentation
- Complete all assigned and required training satisfactorily and on time
- Performs additional tasks as assigned by the Technical Support Manager or Supervisor
- Help facilitate Daily Management meetings and assist in training new staff
Website Support Specialist
AMERISOURCE BERGEN
08.2019 - 06.2021
- Actively oversee pharmaceutical inventory at their respective locations through accommodating physician offices using CubixxMD
- Collaborate with customs to effectively troubleshoot hardware and software issues while providing an interactive training to pertinent staff regarding the proper utilization of CubixxMD hardware and cloud website—ensuring full system comprehension
- Demonstrate keen attention to detail in organizing the scheduling and shipment of numerous tags, computers, and peripherals for the CubixxMD system
- Instituted a systematic customer contacts log in CRM while identifying the case demands, if needed to be escalated to Tier 2 or Tier 3 technical support, and immediately following-up all unresolved cases to provide pragmatic solutions continuously
- Check and test Inventory Management applications for vulnerabilities after an update or release
Customer Support Advocate/Applications Specialist
MAMMOTOME
11.2017 - 08.2019
- Delivered proactive technical support on several medical machines and imaging systems employed to cure and diagnose breast cancer
- Maintained professional aptitude and focus in responding to numerous inquiries and supplying essential information for capital products
- Optimized technical resources to stipulate effective troubleshooting on capital and disposable products, medical devices, and connectivity security
- Regulated returns and acquired erudition on service contracts to aid sales representatives, clinical staff, biomedical engineers, and internal customers
- Fostered a progressively improving environment by periodically furnishing logical recommendations to leaders and service center manager
- Scrutinized and incorporated significant documents, overviewing customer service process flow on diverse work directions
- Administered complaints, domestic and international, and sustained an exhaustive technical support call log to identify trending complaints
- Guaranteed meticulous complaint details input and documentation in ERP systems in compliance with the FDA regulations
- Spearheaded product returns management while monitoring the inventory and issuing loaner devices from our loaner pool
- Proven collaborative people engagement and empowering skills in effectively training new team members regarding business and IT setup
Call Center & Mobile Support Specialists
ROTO ROOTER SERVICES, CO.
09.2016 - 08.2017
- Established dynamic support on software upgrades and system performance check to various call centers and service facilities
- Exhibited productive customer service competency in answering help desk calls from the company's two call centers
- Initiated updates and releases for CCM application for telephone agents and call center Management
- Actively configured systems arising and existing systems issues to conduct appropriate troubleshooting adequately
- Outperformed operations objectives by accomplishing responsibilities, encompassing 17K+ phone number testing using SQL Server database
- Cooperated with supervisors to clarify requests and properly execute set-up for agent identifications and change agent skill levels
- Provided support for field technician's mobile devices and mobile applications
Registrar – Emergency Department
MERCY HEALTH JEWISH HOSPITAL
09.2014 - 04.2016
- Employed influential negotiation skills in organizing all registration process functions, encouraging clients to utilize inpatient/outpatient services
- Interacted regularly with physicians, physician office personnel, ancillary departments, nursing service, and patients
- Satisfied the demands of physicians, patients, and health record services and business office in alignment with the standards
- Pioneered a detailed registration system to all patients catered at the Jewish hospital emergency room, providing superior service with optimum accuracy
- Collected more than $2500.00 per month in copayments from patients during Emergency Department registration
- Determined severity, and triaged patients by the classification of their illness presented
Customer Account Analyst/Web Order Support Specialists
SUN CHEMICAL CORPORATION
09.2014 - 09.2015
Communications Officer
HAMILTON COUNTY – DEPARTMENT OF COMMUNICATIONS
02.2014 - 06.2014
Patient Service Representative
UNIVERSITY OF CINCINNATI PHYSICIANS
01.2012 - 02.2014
Advanced Scheduler
MERCY HEALTH
12.2009 - 01.2012
Education
Google IT Support Professional -
University of Cincinnati (Coursera)
Online 09.2020
Problem Solving Process -
Danaher Corporation
01.2018
Bachelor of Arts and Science in Mass Communications -
University of Cincinnati
04.2013
Associate of Applied Science in PC Support and Administration -
Cincinnati State Technical And Community College
Cincinnati, Ohio 01.2003
Bachelor of Science in Business Administration -
Wright State University
Fairborn, Ohio 01.1998
Skills
- Logistics
- Outbound Material
- Inbound Material
- IT Solutions and Management
- Analytical Process Improvement
- Medical Device Issue Resolution
- Quality Assurance & Control
- Online User Support
- New System Implementation
- Application testing
- Training and Development
- MS Excel
- Data Analysis & Intervention
- Report Writing & Documentation
- Preventative Maintenance
- Team Building & Leadership
- Efficient Cross-Functionality
- Mobile Device Management
- Inventory Management
- Inventory Coordination
- Quality
- Microsoft Office
- Troubleshooting & Resolution
- Product Support and Testing
- SAP
- Software Upgrade
- Technical Documents Creation
- Database Management
Timeline
Service Center Support Technician 1
Ethicon Johnson & Johnson
08.2021 - Current
Product Support Associate
CEPHEID
11.2020 - 08.2021
Website Support Specialist
AMERISOURCE BERGEN
08.2019 - 06.2021
Customer Support Advocate/Applications Specialist
MAMMOTOME
11.2017 - 08.2019
Call Center & Mobile Support Specialists
ROTO ROOTER SERVICES, CO.
09.2016 - 08.2017
Registrar – Emergency Department
MERCY HEALTH JEWISH HOSPITAL
09.2014 - 04.2016
Customer Account Analyst/Web Order Support Specialists
SUN CHEMICAL CORPORATION
09.2014 - 09.2015
Communications Officer
HAMILTON COUNTY – DEPARTMENT OF COMMUNICATIONS
02.2014 - 06.2014
Patient Service Representative
UNIVERSITY OF CINCINNATI PHYSICIANS
01.2012 - 02.2014
Advanced Scheduler
MERCY HEALTH
12.2009 - 01.2012
Problem Solving Process -
Danaher Corporation
Bachelor of Arts and Science in Mass Communications -
University of Cincinnati
Google IT Support Professional -
University of Cincinnati (Coursera)
Associate of Applied Science in PC Support and Administration -
Cincinnati State Technical And Community College
Bachelor of Science in Business Administration -
Wright State University
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