MICHAEL PALOMARES
San Diego,CA
Summary
Complaint Investigator with deep experience in medical device complaint handling, MDR/DORSI review, and regulatory-compliant documentation. Supports BD Alaris and Pyxis investigations through complaint validation, device history review, lab replication, and clear reporting. Works closely with Engineering, Risk Management, Medical Affairs, and Operations to resolve complex failures.
Overview
25
25
years of professional experience
Work History
Complaint Investigator, Specialist II — Device Complaint Handling Unit (DCHU)
BD (Becton, Dickinson & Company)
San Diego, CA
10.2018 - 08.2026
- Investigated BD Alaris and Pyxis device complaints, including MDR-reportable and DORSI events, ensuring regulatory-compliant documentation and timely processing.
- Validated complaint accuracy, performed device history reviews, and triaged cases based on severity and clinical impact to ensure compliance with regulatory requirements.
- Collaborated with software engineering, hardware engineering, R&D, risk management, operations, and medical affairs to effectively resolve complex device failures.
- Conducted detailed lab testing to replicate failures, identify the root cause, and support engineering investigations.
- Authored high-quality investigation reports aligned with FDA, ISO, and BD post-market surveillance standards.
- Acted as primary escalation contact for DCHU, addressing urgent issues and facilitating communication among teams., resolving high-priority cases and supporting internal audits and regulatory inquiries.
- Demonstrated strong clinical, technical, and electrical understanding of BD Alaris infusion systems and Pyxis dispensing platforms.
Technical Team Lead
BD (Becton, Dickinson & Company)
San Diego, CA
01.2015 - 09.2018
- Led escalations, guiding Support Specialists in complex troubleshooting of BD and Pyxis devices to enhance resolution effectiveness.
- Trained staff on optimizing SAP case management and best practices for complaint documentation to improve service quality.
- Delegated cases based on SME availability and product expertise, facilitating timely resolution and maintaining customer satisfaction.
- Ensured adherence to performance metrics and provided clear communication to leadership and customers.
Support Specialist II
BD (Becton, Dickinson & Company)
San Diego, CA
02.2009 - 01.2015
- Delivered technical support for Pyxis MedStation, Anesthesia, ParX, and VTS systems, ensuring optimal system performance and user satisfaction.
- Achieved perfect customer satisfaction scores through attentive service.
- Resolved escalations through documentation review, SQL data extraction, and HL7 troubleshooting, reducing response time for critical issues.
- Collaborated with hospital IT teams to address network connectivity issues, enhancing system reliability and user access.
- Performed server recoveries, software upgrades, patches, and hotfixes.
Support Specialist I
BD (Becton, Dickinson & Company)
San Diego, CA
07.2005 - 02.2009
- Delivered technical support for Pyxis MedStation, Anesthesia, ParX, and VTS systems.
- Resolved escalations through documentation review, SQL data extraction, and HL7 troubleshooting, ensuring timely solutions for critical issues.
- Executed server recoveries, software upgrades, patches, and hotfixes, maintaining system integrity and minimizing downtime.
- Collaborated with hospital IT teams to diagnose and resolve network connectivity issues, enhancing overall system reliability.
- Achieved perfect customer satisfaction ratings by delivering exceptional service.
Customer Support Engineer
SUPPLYPRO
San Diego, CA
01.2015 - 12.2015
- Resolved technical issues for point-of-use dispensing devices via TeamViewer, enhancing customer satisfaction.
- Tracked and documented support activities in Dynamics CRM while collaborating with cross-functional teams to streamline communication.
- Resolved customer issues for supply chain software users
- Diagnosed product errors using support tickets and logs
- Guided clients through order processing and account setup
Customer Service Lead / Representative
DELKIN DEVICES
Poway, CA
01.2003 - 01.2005
- Delivered technical support for digital camera accessories and proprietary devices, enhancing user experience and resolving issues efficiently.
Technical Support Representative
COMCAST (AT&T Broadband)
Livermore, CA
01.2002 - 01.2003
- Resolved customer billing inquiries, addressed service issues, and conducted troubleshooting to enhance customer satisfaction.
- Resolved Comcast broadband connectivity issues for cable and internet customers.
- Diagnosed AT&T Broadband modem and signal problems using call center tools.
- Guided customers through account access, password resets, and service setup.
Education
Bachelor of Arts - Business Information Systems
University of Arizona (formerly Ashford University)
Associate of Applied Science - Computer Technology
Heald College — School of Business and Technology
Skills
- Clinical & Technical Device Evaluation
- Complaint Triage & Accuracy Validation
- Root-Cause Analysis & Failure Replication
- Device History Review & Risk Evaluation
- MDR / DORSI Assessment & Documentation
- Investigation Report Writing (Regulatory-Ready)
- Regulatory-Compliant Complaint Handling
- Cross-Functional Collaboration (Engineering, R&D, Risk, Ops, Medical Affairs)
- Escalation Management & SME Coordination
- TrackWise Digital Expertise
- BD Alaris Infusion System Devices
- Alaris PC Unit (PCU) 8015
- Alaris 8100 LVP
- Alaris 8110 Syringe Pump
- Alaris 8120 PCA Pump
- Alaris 8300 EtCO2 Module
- BD Alaris Consumables & Accessories
- LVP pump sets
- Syringe pump sets
- Filters
- Backcheck valves
- Y-sites
- Needle-free connectors
- BD Alaris Software & Interoperability
- BD Alaris Guardrails Suite MX
- BD Alaris EMR Interoperability
- Pyxis & Legacy BD Platforms
- MedStation 4000 & older
- Anesthesia 4000 & older
- ParX
- Virtual Test Systems (VTS)
- Systems, Networking & Tools
- HL7 messaging
- SQL
- DHCP
- DNS
- TCP/IP
- LAN/WAN
- RDS/Axeda
- PcAnywhere
- Netop
- TeamViewer
- Enterprise Systems
- TrackWise Digital
- SAP
- Microsoft Dynamics CRM
- Remedy
- Product & System Expertise
- Hardware installation
- Configuration
- Troubleshooting
- Server upgrades
- Database recoveries
Timeline
Complaint Investigator, Specialist II — Device Complaint Handling Unit (DCHU)
BD (Becton, Dickinson & Company)
10.2018 - 08.2026
Technical Team Lead
BD (Becton, Dickinson & Company)
01.2015 - 09.2018
Customer Support Engineer
SUPPLYPRO
01.2015 - 12.2015
Support Specialist II
BD (Becton, Dickinson & Company)
02.2009 - 01.2015
Support Specialist I
BD (Becton, Dickinson & Company)
07.2005 - 02.2009
Customer Service Lead / Representative
DELKIN DEVICES
01.2003 - 01.2005
Technical Support Representative
COMCAST (AT&T Broadband)
01.2002 - 01.2003
Bachelor of Arts - Business Information Systems
University of Arizona (formerly Ashford University)
Associate of Applied Science - Computer Technology
Heald College — School of Business and Technology