PATRICK TULLOCH, MT(ASCP)
Churchville,NY
Overview
22
22
years of professional experience
Work History
Customer Solutions Manager
QuidelOrtho Technical Solutions Center
10.2019 - Current
- Created a knowledge base for the support team, reducing time spent researching answers to common questions.
- Developed tailored solutions for key clients, resulting in increased client retention and upselling opportunities.
- Developed long-term relationships with clients by providing consistent, reliable support and fostering trust in our company''s commitment to their success.
- Ensured compliance with industry standards by maintaining up-to-date knowledge of trends and regulatory requirements.
Clinical Chemistry Technical Advisor
QuidelOrtho Technical Solutions Center
01.2015 - Current
- Strengthened team performance with real time technical consultations, continuous improvement of onboarding and education, and personalized support of each teammate's development.
- Supported leadership by monitoring team workflow, researching complex customer issues, and representing the TSC on major cross-functional projects.
- Reorganized training materials and lead mentor team to improve focused onboarding and reduce average go-live time for large group of new hires.
- Collaborated as SME on pre-launch Tech Pubs, UX, and Internal Training teams for new analyzer brought to market.
- Certified Customer Excellence facilitator.
Technical Solutions Specialist
QuidelOrtho Technical Solutions Center
01.2006 - Current
- Promoted from entry-level TSS1 to TSS2 and TSS3 roles by 2012; primary training mentor for new hires
- Finished 2015 with 100% Customer Satisfaction and Technical Ability ratings, Remote Resolution rate >12% above team average.
- Recipient of the 2014 Service Excellence Award for all-around performance exceeding expectations.
Laboratory Operations Supervisor
ACM Lab at Unity Hospital
02.2004 - 12.2005
- Effectively managed technical and support staff as working supervisor of hospital lab evening shift.
- Maintained high quality lab services during increased testing volume, test menu expansion, and new instrumentation.
- Promptly investigated and resolved customer service issues.
Reliability Growth Technologist
Kelly Scientific at Ortho Clinical Diagnostics
10.2002 - 12.2003
- Operated pre-launch clinical chemistry analyzers to simulate high-volume customer use and track system reliability.
- Contributed to design improvement with accurate documentation, digital photography, and video to illustrate failure modes.
Medical Technologist
ACM Medical Labs
- Demonstrated versatility and independent workload management performing a broad range of testing in both hospital and high-volume reference lab settings
- Traveled to primary operator training classes for multiple analyzer systems and took a lead role in troubleshooting and training peers.
Education
Bachelor of Science - Medical Technology
State University of New York At Fredonia
Fredonia, NYSt. Mary’s Hospital Medical Technology Program
Rochester, NYASCP Board of Registry Certification
Specialized Training
Skills
- Motivated to build trusting work relationships and deliver superior customer experiences
- Eager to learn new skills and be an agent for change and continuous improvement
Timeline
Customer Solutions Manager
QuidelOrtho Technical Solutions Center
10.2019 - Current
Clinical Chemistry Technical Advisor
QuidelOrtho Technical Solutions Center
01.2015 - Current
Technical Solutions Specialist
QuidelOrtho Technical Solutions Center
01.2006 - Current
Laboratory Operations Supervisor
ACM Lab at Unity Hospital
02.2004 - 12.2005
Reliability Growth Technologist
Kelly Scientific at Ortho Clinical Diagnostics
10.2002 - 12.2003
Medical Technologist
ACM Medical Labs
Bachelor of Science - Medical Technology
State University of New York At Fredonia
St. Mary’s Hospital Medical Technology Program
ASCP Board of Registry Certification
Specialized Training
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