Summary
Overview
Work History
Education
Skills
Timeline
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Ethan Wright

Raleigh,NC

Summary

Knowledgeable Technical Support Specialist with 5 years of customer support experience. Proven history of in-depth troubleshooting and customer training to solve instrument and product issues. Adept at piloting product launches and designing training for customer support teams.

Overview

7
7
years of professional experience

Work History

Technical Support Specialist III

Roche
07.2023 - Current
  • Managed multiple product launches including Remote Service Platform, and Sales Force Feature introductions. Projects included designing and providing training sessions, communicating updates and issues, and pilot testing programs.
  • Member of Aquant AI and GenAI Chatbot testing pilots, using technical knowledge to train AI models for customer and Support Center use.
  • Served as subject matter expert for cobas Prime instrument line which included complaint case review for issue tracking in addition to training and coaching for the Customer Support Center.
  • Created technical documentation for Customer Support Center use.
  • Extended support to Tissue Diagnostic Support in addition to role on Molecular Diagnostic Support team as an initial member of the Hybrid Support Specialist pilot program.
  • Collaborated with customers and Roche stakeholders during lab specific monthly meetings to escalate issues and address investigation requirements while meeting the ongoing needs of the customer.

Technical Support Specialist II

Roche
08.2020 - 07.2023
  • Responded to support requests from end-users and patiently guided individuals through troubleshooting tasks.
  • Identified potential risk and safety issues and resolved by documenting and escalating submitted complaints to the local safety organization.
  • Provided high level training to onboarding technical support specialists through mentoring and phone shadowing.

Molecular Lab Technician

Mid America Clinical Labs
04.2020 - 08.2020
  • Performed testing and quality control using laboratory standard operating procedures and instrumentation.
  • Trained new laboratory personnel to use proper laboratory techniques and best practices.
  • Operated and performed preventative maintenance on laboratory equipment and instruments.

Specialty Synthesis Scientist

Integrated DNA Technologies
11.2018 - 03.2020
  • Produced custom oligo nucleotides sequences according to client specification.
  • Participated in Shin-Kaizen process improvement project that implemented and piloted continuous workflow processes into the laboratory.

Education

Bachelor of Science - Biochemistry

University of Nebraska, Lincoln
Lincoln, NE

Skills

  • Technical Instruction
  • Troubleshooting and Diagnosing
  • AI Pilot Testing
  • User Training
  • Inter Department Collaboration
  • Data collection and Synthesizing
  • Remote Technical Assistance
  • Application Support
  • Product Pilots
  • Procedure Design
  • Customer communication

Timeline

Technical Support Specialist III

Roche
07.2023 - Current

Technical Support Specialist II

Roche
08.2020 - 07.2023

Molecular Lab Technician

Mid America Clinical Labs
04.2020 - 08.2020

Specialty Synthesis Scientist

Integrated DNA Technologies
11.2018 - 03.2020

Bachelor of Science - Biochemistry

University of Nebraska, Lincoln

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