Demond Rice
Coal City,IL
Summary
Dynamic Technical Support Engineer with proven expertise at Sysmex America, excelling in root-cause analysis and technical troubleshooting. Enhanced customer satisfaction through effective problem-solving and timely issue resolution. Skilled in developing technical documentation and training staff, fostering a collaborative environment while ensuring high-quality support standards.
Overview
29
29
years of professional experience
Work History
Technical Support Engineer
Sysmex America
Lincolnshire, IL
04.2014 - Current
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Performed root cause analysis of reported issues to enact corrections.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Led training sessions for new staff to ensure high-quality technical support standards across team.
Medical Laboratory Technician
MacNeal Hospital
Berwyn, IL
04.1996 - 03.2014
- Ensured quality control by performing routine maintenance on lab equipment and calibrating instruments as needed.
- Performed routine maintenance and calibration of laboratory equipment to produce accurate results.
- Followed safety protocols to maintain safe and secure laboratory environment.
- Assisted in the training of new staff members, ensuring proper knowledge transfer and adherence to safety protocols.
- Prepared reagents and solutions, making readily available during testing for convenience.
- Prepared laboratory samples for analysis and performed data entry for accurate reporting.
- Trained and supervised new laboratory staff to improve skills in laboratory procedures.
- Ensured patient confidentiality by adhering to strict privacy guidelines when handling sensitive medical information.
- Enhanced patient care through accurate and timely diagnostic testing for various medical conditions.
- Maintained confidentiality of all patient information to conform to HIPAA, internal, and other regulatory standards.
- Performed comprehensive analysis of patient samples and generated detailed reports to inform medical staff of results.
Education
Bachelor Of Science - Health Sciences
Southern New Hampshire University
Hooksett, NHAssociate Of Applied Science - Medical Laboratory Science
Malcolm X College
Chicago, IL05.2000
Skills
- Technical support
- Technical troubleshooting
- Problem-solving
- Application support
- Customer support
- Technical documentation
- Root-cause analysis
- Customer relationship management
- Technical expertise
- Employee training
- User training
- Critical thinking
- Issue escalation
Timeline
Technical Support Engineer
Sysmex America
04.2014 - Current
Medical Laboratory Technician
MacNeal Hospital
04.1996 - 03.2014
Bachelor Of Science - Health Sciences
Southern New Hampshire University
Associate Of Applied Science - Medical Laboratory Science
Malcolm X College