Brandon Hammond
Anderson,SC
Summary
Senior Technical Support Technician with nearly eighteen years hands on experience in clinical laboratories. Over eleven years of field service experience with an in-depth knowledge of troubleshooting and servicing medical diagnostic equipment.
Overview
18
18
years of professional experience
3
3
Certificate
Work History
Hardware Consultant
Siemens Healthineers
07.2022 - 06.2023
- Provided second level Hardware and Software support to Field Engineers supporting Atellica Solution (Immunoassay, Chemistry, Sample Handler, Decapper, and Automation modules).
- Created action plans using analytical troubleshooting & guide field engineers to solve issues.
- Monitored activities and performed on site escalations to provide hands-on support to local service teams.
- Mentored field engineers, investigated issues, implemented fixes, identified potential product problems, and escalated to Third Level Support (HSC).
- Organized and lead cross-functional meetings with local service teams, management, and Project Managers to coordinate escalations.
- Managed Action plans and assisted service engineers with understanding and working through procedures.
- Established an effective reputation with the field engineers assisting them with Schematic Blueprints, Low Voltage Electrical Troubleshooting, Wiring Schematics, Documentation Theory, as well as Implementation of Mechanical & Software updates.
- Proposed knowledge transfer content in online web tools to improve technical content for field engineers, i.e., Service Knowledge Base (SKB) and CBDOC.
- Investigated hardware product issues involving materials and software and devised solutions.
- Drove implementation of quality requirements for new product designs and adherence to customer specifications and production requirements.
- Proven ability to learn quickly and adapt to new situations
- Managed time efficiently in order to complete all tasks within deadlines
Senior Technical Support Technician
Siemens Healthineers
07.2020 - 07.2022
- Provided phone support for external Atellica customers
- Ensured customer feedback and escalations were routed to appropriate internal teams
- Utilized SRS data and macros to resolve mechanical, software, and assay issues
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Walked individuals through basic troubleshooting tasks.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Documented support interactions for future reference
- Explained technical information in clear terms to non-technical individuals to promote better understanding
Senior Field Service Engineer
Siemens Healthcare Diagnostics
2008 - 07.2020
- Mentored and assisted other engineers within region on field escalations
- Responsible for proactively pulling IHR and QuickCheck data reports via SRS for local team to help improve uptime
- Tested equipment performance and demonstrated operation and servicing best practices.
- Utilized and leveraged previous laboratory training while troubleshooting Chemistry/IA assay issues
- Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components
- Scheduled service calls according to customer location and urgency of need
- Maintained tools and equipment, parts inventory and library of machine manuals
- Repaired and calibrated systems and equipment post-installation
- Performed onsite installation, modification and maintenance of systems and equipment
- Managed administrative tasks such as maintaining customer service logs and internal service records
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems
- Tested equipment performance and demonstrated operation and servicing of equipment to customer
- Inspected equipment and processes to reduce maintenance-related downtime incidents and mitigate equipment failures
- Checked safety practices and integrity of PPE
MLT/MT II
Providence NE Laboratory
2005 - 2008
- Executed daily operations of quality control on all instruments.
- Performed all technical duties as a generalist while ensuring all equipment isoperating precisely and effectively.
- Resolved testing, procedural, and reporting discrepancies with minimalintervention.
- Studied blood cells, their numbers, and morphology using microscopic andautomated techniques
Medical Lab Technician
US Army
2002 - 2005
- Executed daily operations of quality control and maintenance on all instruments.
- Conducted chemical analysis of body fluids such as blood, urine, and spinal fluid in order to determine the presence of normal and abnormal components.
- Supervised and managed junior enlisted soldiers when immediate supervisors were unavailable.
Education
Laboratory Sciences
George Washington University
Washington, DC2004
Skills
- Comprehensive working knowledge of QC, shifts, trends, ranges, and laboratory practices
- Well versed in operating and servicing diagnostic equipment using manual and automated tools
- Exceptional communication skills
- Methodical problem solver
- Working knowledge of SAP and Genesys Cloud
- Experienced in the use of macros, tables, and graphs within Excel
- Computer Hardware Knowledge
- Hardware Components
- Customer Satisfaction
- Support Ticket System Management
- Troubleshooting Network Issues
- CISCO Router Installations
Timeline
Hardware Consultant
Siemens Healthineers
07.2022 - 06.2023
Senior Technical Support Technician
Siemens Healthineers
07.2020 - 07.2022
Senior Field Service Engineer
Siemens Healthcare Diagnostics
2008 - 07.2020
MLT/MT II
Providence NE Laboratory
2005 - 2008
Medical Lab Technician
US Army
2002 - 2005
Laboratory Sciences
George Washington University
Certification
- Professional Service Engineer - DX Atellica Solution System
- Professional Service Engineer DX - Dimension VISTA
- Professional Service Engineer - CAI Dimension Xpand/RxL/ExL
Similar Profiles
Salvatore TalaricoSalvatore Talarico
Magnetic Resonance Engineer at Siemens HealthineersMagnetic Resonance Engineer at Siemens Healthineers
John SmithJohn Smith
Sr. Clinical Implementation Consultant at Siemens Healthineers, Varian DivisionSr. Clinical Implementation Consultant at Siemens Healthineers, Varian Division
Lynne WycheLynne Wyche
NPI Project Manager/SCM Program Manager at Siemens HealthineersNPI Project Manager/SCM Program Manager at Siemens Healthineers
Jophy JamesJophy James
Project Manager Team Leader at Siemens HealthineersProject Manager Team Leader at Siemens Healthineers
Florence ReidenbachFlorence Reidenbach
Hair Stylist at Great Clips SalonHair Stylist at Great Clips Salon