Laura Qin

• Resolved complex technical issues related to sequencing systems, ensuring minimal downtime for clients.
• Collaborated with cross-functional teams to enhance product support documentation and training materials.
• Analyzed customer feedback to identify trends and recommend product improvements to engineering teams.
• Provided expert guidance during escalated cases, ensuring resolution alignment with company standards and client expectations.
• 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 concerns.
• Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
• Collaborated with cross-functional teams to develop solutions for recurring technical problems.
• Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
• Earned recognition from regional affiliates for consistently delivering exceptional service quality.
• Consistently met or exceeded performance metrics, contributing to overall team success.
• Spearheaded creation of knowledge base, facilitating quicker resolution of common issues by both support staff and users.
• Contributed to product development meetings, providing insights from customer feedback to guide future enhancements.
• demonstrated strong technical expertise in nMP and AVENIO Oncology products,
  effectively troubleshooting complex issues like system failures and validation run
  discrepancies
• possesses solid process knowledge in support channels and training methodologies, including "train the trainer"
• collaborates extensively with global stakeholders, including R&D, product
  managers, and regional affiliates in APAC and EMEA
• maintains strong working relationships with colleagues, often coordinating on
  training reviews and support tickets to ensure alignment.
• drove the successful progress of nMP releases 2.4 through 2.7 by delivering training materials, managing support notifications, and resolving critical customer cases.
• Supported AVENIO CGP Automated Kit and Enhanced Product Knowledge
  Base
• effectively troubleshooted and resolved
  urgent system failures and complex issues for major customers
• Mentored junior team members, fostering skill development and enhancing team performance.
• Collaborated with stakeholders to define product customer requirements and ensure alignment with business objectives.
• Coordinated efforts between developers and other key contributors to ensure smooth transitions throughout the entire development process.
• Collaborated with product managers to define clear user requirements and translate them into actionable tasks for the development team.
• Championed continuous improvement initiatives by identifying areas for process enhancements.
• Improved customer satisfaction by effectively communicating with stakeholders and ensuring timely resolutions to their concerns.
• Managed stakeholder expectations effectively by providing accurate estimates on project timelines while considering potential roadblocks or delays.
• Wrote, updated and maintained project documentation.

• Provided subject matter expertise in the areas of sequencing assay optimization and troubleshooting

● Supported library prep activities for nanopore sequencer

● Supported high throughput single cell protein and RNA sequencing assay and contributed to a paper publication

● One of the major contributors to the T-cell receptor sequencing assay development

● Led the immune-sequencing assay transfer to other groups and collaborators, including San Jose CLIA lab, CRO company, and UK research institute for assay feasibility assessment

● Provided technical trainings and timely support

• Led development of next-generation sequencing assays to enhance diagnostic accuracy.
• Analyzed complex genomic data using bioinformatics tools to support research initiatives.
• Developed and validated protocols for high-throughput sequencing workflows, increasing efficiency.
• Presented findings at international conferences, enhancing company visibility in the scientific community.
• Simultaneously managed several complex projects, meeting all pertinent milestones.

Participated in AVENIO Tumor Tissue Analysis assay development; planned

and executed sequencing experiments for TPV performance study

● Provided troubleshooting on issues that arise related to assay performance

● Key contributors in HCV drug resistance SMRT sequencing assay

development; led the primer design and screening for the remarkable

heterogeneous HCV virus

● Participated in RNA extraction method evaluation, and RT-PCR optimization;

improve the amplicon yield significantly to achieve LOD requirement

● Collaborated with bioinformatics group and facilitated pipeline

development with synthetic HCV variants model

● Provided sound and detailed presentation in technology review meeting,

regular cross team group meetings

● Supported screening new primers and probes with synthetic HCV RNA transcript to optimize its inclusivity and specificity for HCV Genotyping assay

● Constructed phage lambda armored HBV DNA used as positive control for Cobas® HBV DNA test

Research & Process Development

Responsible for several key reagents MFG process development, IQC and QC, scale-up, validation and implementation for the point-of-care CD4 T cell enumeration HIV test

● Improved streptavidin polymerization reaction yield and binding capacity

● Optimized protein purification process with custom assembled tangential flow filtration system

● Designed and executed native and biotinylated antibodies stability study

GMP Manufacturing and Quality Compliance

Served as a liaison between PD, MFG, QC and QA groups ensuring timely reagents delivery and quality compliance

● Led the production and quality control testing of polymerized streptavidin

● Validated the scaled-up streptavidin polymerization and purification process

● Authored and executed the IOQ and method validation for tangential flow filtration system and Biacore 3000

● Led the validation for excels spreadsheet templates used in many reagents quality control testing.

● Experienced with deviation and NCR report writing, pFMEA estimation-

● Transferred co-polymer synthesis manufacturing process to MFG group

● Trained two technicians on reagent manufacturing processes

● Provided direct support to materials department for COGS, BOM, materials forecasting, and its transitioning to ERP system

Particpated in developing and manufacturing HPV Quantivirus kits and Cytokine assay kits