Summary
Overview
Work History
Education
Skills
Timeline
Generic

DERRICK CRUM

Maylene,AL

Summary

CORE STRENGTHS Medical Technology Technology consulting experience Leadership/Mentor Medical Software Training System Testing Conflict Resolution System Conversions Client Relations Professional Training Dedicate Field Engineer successful at fostering and developing client relationships.

Overview

22
22
years of professional experience

Work History

Field Engineer

Becton Dickinson
Baltimore, MD
01.2019 - Current
  • Install and service instrumentation with minimum direct supervision, as requested, by the Service Center in accordance with current ISO (International Organization for Standardization) and GMP (Good Manufacturing
  • Practices) standards
  • I recommended to the Field Advisory Board (FAB) for creative ideal solutions
  • Provided feedback to my core team on solution discussions
  • Provide follow-up service by calling customers who have recently been provided service
  • Ensured service was complete and satisfactory to the customers' needs
  • Properly maintain car stock inventory, test equipment, tools, and technical data
  • Complete service documentation, as required, by the position function or requested by System Support Engineering
  • Manager in accordance with current GMP requirements
  • Display maturity and judgment in time management and expense control
  • Maintain expense levels within the established guidelines for field service travel and site visits
  • Report quality control and other technical problems, in detail, to the Service Center and System Support Engineering
  • Manager
  • Properly maintain and utilize company vehicle as outlined by current corporate fleet policy
  • Interface effectively with other departments and managers to resolve customer problems and issues
  • Perform other duties as assigned
  • Accountable for providing support to customers that meet BD standards of superior quality service at all times
  • Accountable for Company issued credit cards, travel advances, company vehicles, trunk stock of spare, and repair parts
  • 2 | Page

Sr. Product Implementation Analyst

CareFusion
San Diego, CA
01.2013 - 01.2019
  • Provider of dispensing and pharmacy solutions, Facilitation of conference calls and customer meetings primarily for single site CareFusion product implementations
  • Establish rapport with customers that is conducive to long term business relationships
  • Provide team support and product information on Pyxis products as assigned by manager
  • Guide review of customer site assessment and facilitates project design and implementation of Pyxis products and technologies
  • Knowledge of pharmacy/clinical workflow processes with focus on formulary and overall pharmacy and systems integration
  • Also demonstrates understanding of pharmacy medication distribution and nursing/patient care processes
  • Subject matter expert with Pyxis products, supporting hospital formulary build, hospital & pharmacy system integration, clinical device settings, interface validation (ADT, billing, patient profile), user account role design and active directory
  • Executes customer training plan
  • Demonstrates critical thinking and ability to aid customers in improving current business/practice operations
  • Demonstrates advanced problem solving, troubleshooting and system consultation as it relates to pharmacy workflow and best practice considerations
  • Mentor team members on products, best practices and customer education
  • Lead consultation on new and existing products for customer and internal team
  • Demonstrate mastery of established Pyxis product implementation methodologies and tools
  • Coordinate client resources and assign project tasks
  • Actively lead projects
  • Works independently with minimal guidance
  • Timely completion of internal company documentation
  • Timely completion of project documentation
  • Was selected to pilot the installation and training for BD SecureLink.

Manager of Client Services

SOURCE MEDICAL Inc
Birmingham, AL
01.2009 - 01.2013
  • Provider of outpatient information solutions, , Client Service Managed the daily operation of a team of twelve Support Analysts
  • Promote focus on client satisfaction and the success of our clients
  • Ensure team procedures are understood, and adopted to foster on-time project delivery
  • Collect and report metrics specific to team performance, and current client status
  • Serve as escalation point for client issues, responsible for ensuring the team delivers appropriately and that team and Define and implement tools and measures to effectively evaluate client satisfaction
  • Serve as Client Advocate communicating needs and ideals to product development and other cross-functional teams
  • Develop project plans and manage in accordance with identified process improvement initiatives and for new and existing product releases
  • Excellent organizational and communication skills
  • Ability to manage multiple projects simultaneously and work within tight deadlines
  • Ability to learn and assimilate new information quickly
  • Plan and direct own activities with minimal management supervision
  • Possess good business judgment, as well as comfortable and open communication style.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Took ownership of customer issues and followed problems through to resolution.
  • Followed through with client requests to resolve problems.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Kept accurate records to document customer service actions and discussions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Established performance and service goals and held associates accountable for individual performance.

Supervisor of Client Services

Source Medical
Birmingham, AL
01.2001 - 01.2009
  • Supervised the daily operation of a team of ten Support Analysts
  • Supervises and coordinates activities for career development and enhancement for my team
  • Planned, prepared, and devises work schedules, according to budgets and workloads
  • Observes and evaluates workers' performance
  • Facilitated and participated in conference calls with customers and other departments
  • Issued instructions and assigns duties to workers Prepares, maintains, and submits reports and records, such as budgets and operational and personnel reports.
  • Managed department call volume of 300 calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Helped develop monthly schedules and assignments.
  • Worked with senior case managers to coordinate team development activities and trainings.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Resolved problems, improved operations and provided exceptional service.
  • Recruited, interviewed and hired staff members offering exceptional talent and brought great skills to team.

Education

BS - Computer Science

TROY UNIVERSITY

AAS - Electronic Engineering Technology

BISHOP STATE COMMUNITY COLLEGE

BD Lean Six Sigma Yellow and White Belt CompTia A+ Certification Award 2018-19 Professional Services Team - undefined

Skills

COMPUTER SKILLSundefined

Timeline

Field Engineer

Becton Dickinson
01.2019 - Current

Sr. Product Implementation Analyst

CareFusion
01.2013 - 01.2019

Manager of Client Services

SOURCE MEDICAL Inc
01.2009 - 01.2013

Supervisor of Client Services

Source Medical
01.2001 - 01.2009

BS - Computer Science

TROY UNIVERSITY

AAS - Electronic Engineering Technology

BISHOP STATE COMMUNITY COLLEGE

BD Lean Six Sigma Yellow and White Belt CompTia A+ Certification Award 2018-19 Professional Services Team - undefined

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DERRICK CRUM