Pauline Gonzales
Garland,TX
Summary
Detail-oriented Technical Support Specialist with 18 years of experience in troubleshooting and customer support. Proven ability to enhance customer experiences through effective communication and problem resolution.
Overview
36
36
years of professional experience
Work History
Technical Support Specialist III
DentsplySirona/ SureSmile
Richardson , TX
06.2007 - Current
- Provided technical support for dental equipment and software solutions.
- Diagnosed and resolved customer issues via phone and email communication.
- Assisted with installation and training on new technology products.
- Partnered with engineering teams to enhance product functionality based on customer feedback.
- Troubleshot system errors and identified potential solutions.
- Maintained compliance with established and updated policies and procedures with minimal supervision.
- Evaluated existing processes for potential improvements or automation using scripting languages.
- Demonstrated advanced product knowledge to solve customer issues.
- Provided comprehensive technical support to customers via telephone, email and chat.
- Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
- Provided technical support for SureSmile software and systems.
- Assisted clients with troubleshooting and resolving software issues.
- Collaborated with engineering teams to improve product functionality.
- Responded to service requests in a timely manner via multiple channels.
- Developed training materials for new team members on support processes.
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Assist with SureSmile case submission.
- Support with uploading scan data from intra-oral scanners such as primescan, 3Shape and Itero
- Training new Customer Care employees in all 3 platforms of SureSmile databases
Registered Dental Assistant & COA
Richard Ingraham DDS
Corpus Christi, Texas
01.2006 - 12.2007
- Assisted in patient preparation for dental procedures and examinations.
- Maintained sterilization of instruments and operatory areas according to safety standards.
- Managed patient records, ensuring accuracy and compliance with treatment documentation standards.
- Supported the dentist during procedures by providing necessary instruments and materials.
- Educated patients on effective oral hygiene practices and provided clear post-treatment care instructions to enhance recovery.
- Scheduled appointments and coordinated patient flow within the office efficiently.
- Created bitewing, panoramic, and periapical X-ray images, facilitating diagnosis and treatment planning for the dentist.
- Scanning patients with SureSmile intra-oral scanner
- Uploading scans and images to SureSmile database for wire therapy
Registered Dental Assistant/Certified Orthodontic Assistant
John Faust DDS
Lansing, Michigan
01.2007 - 05.2007
- Educated patients on oral hygiene practices and post-treatment care to enhance treatment outcomes.
- Supported the dentist during complex procedures by anticipating needs and providing tools.
- Sanitized equipment, cleaned treatment rooms and restocked supplies after each patient's treatment to maintain cleanliness and prepare for next patient.
- Created bitewing, panoramic and periapical X-ray images for dentist to review.
- Passed instruments to dentist, gently sprayed water, suctioned fluids and mixed materials to support dentists during procedures.
- Took preliminary impressions of patients' teeth to prepare for custom impressions and fabrication of permanent dental work.
- Sterilized tools, exam chair, trays and surfaces for clean and safe dental office.
- Educated patients on treatment procedures and post-procedure home care.
- Provided instruction to patients on proper oral hygiene techniques and preventive care measures.
- Instructed patients on how to use prescribed oral health aids and products.
- Cultivated loyal patient relationships through empathetic service, resulting in high patient retention.
- Ensured compliance with safety protocols and infection control procedures.
- Performed x-rays, impressions, photographs, cephalometric analysis, study models, and intraoral scans for diagnostic purposes.
- Provided chairside assistance by handing Orthodontists instruments during surgeries and procedures.
- Prepared and polished patients' teeth before having braces installed.
- Instructed patients on postoperative care to protect dental work and promote healing.
- Performed minor orthodontic procedures such as suture removal and rubber dam placement.
- Took dental x-rays and impressions of patients' teeth.
- Recorded treatment information in patient records.
- Ensured compliance with all health and safety regulations within the orthodontic office.
- Assisted with fitting and adjusting orthodontic appliances to ensure patient comfort and treatment effectiveness.
- Provided postoperative instructions prescribed by orthodontist.
Certified Orthodontic Assistant
Kristine West DDS & Donald Burkhardt DDS
Okemos, Michigan
10.2000 - 12.2005
- Assisted orthodontists during procedures and adjustments, enhancing patient care and treatment outcomes.
- Prepared and organized treatment rooms with necessary instruments and materials.
- Educated patients on oral hygiene practices and post-treatment care instructions.
- Collaborated with dental team to streamline workflow and enhance patient comfort during visits.
- Maintained accurate patient records and updated treatment documentation regularly.
- Sterilized instruments and adhered to infection control protocols consistently.
- Provided chairside assistance to orthodontists during patient visits, including sterilizing instruments and setting up trays.
- Reviewed medical histories with patients before beginning any treatment plan.
- Prepared charts for new patients prior to their initial visit.
- Instructed patients on proper care of braces and other orthodontic appliances.
- Answered patient questions regarding orthodontic treatments.
- Performed x-rays, impressions, photographs, cephalometric analysis, study models, and intraoral scans for diagnostic purposes.
- Educated parents and guardians about preventative oral health care habits for their children.
- Attached wiring for braces and advised patient on how to properly and gently brush and floss.
- Made impressions of teeth for mouth guards and other oral fixtures.
- Provided chairside assistance by handing Orthodontists instruments during surgeries and procedures.
- Protected patients by sterilizing instruments and equipment between every consultation.
- Prepared and polished patients' teeth before having braces installed.
- Took preliminary impressions of patient teeth to prepare for custom impressions and fabrication of permanent dental work.
- Educated patients on oral hygiene techniques, improving plaque control and overall dental health.
- Maintained patient comfort during dental procedures.
- Sterilized and disinfected instruments and equipment after each patient use.
- Recorded treatment information in patient records.
- Took dental x-rays and impressions of patients' teeth.
- Assisted in managing patient emergencies effectively.
- Maintained cleanliness and organization of the orthodontic treatment area.
- Utilized dental software to update patient records and process digital images.
- Assisted with the fitting and adjustment of orthodontic appliances.
- Educated patients on oral hygiene strategies related to orthodontic care.
- Assisted orthodontist in selecting, preparing, and placing orthodontic appliances.
- Ensured compliance with all health and safety regulations within the orthodontic office.
Receptionist/Dental & Ortho Assistant
Blue Care Network
Lansing, Michigan
04.1990 - 10.2000
- Prepared patients for dental procedures and examinations to ensure smooth workflow.
- Maintained sterilization of instruments and operatory areas according to safety standards.
- Supported the dentist during procedures by providing necessary instruments and materials.
- Educated patients on oral hygiene practices and post-treatment care instructions.
- Sanitized equipment, cleaned treatment rooms and restocked supplies after each patient's treatment to maintain cleanliness and prepare for next patient.
- Created bitewing, panoramic and periapical X-ray images for dentist to review.
- Passed instruments to dentist, gently sprayed water, suctioned fluids and mixed materials to support dentists during procedures.
- Prepared trays of instruments for dental procedures.
- Took preliminary impressions of patient teeth to prepare for custom impressions and fabrication of permanent dental work.
- Escorted patients to exam rooms while making friendly conversation to prepare for cleanings and procedures.
- Sterilized tools, exam chair, trays and surfaces for clean and safe dental office.
- Provided instruction to patients on proper oral hygiene techniques and preventive care measures.
- Documented all treatment plans in patient records according to office standards.
- Cultivated loyal patient relationships through empathetic service, enhancing patient retention.
- Cleaned and polished removable dentures, brackets, wires and other appliances.
- Designed and fitted custom dental appliances to meet patient needs.
- Managed multi-line phone system and routed calls efficiently.
- Scheduled appointments for staff and coordinated meeting logistics.
- Maintained organized reception area and ensured professional appearance.
- Assisted with administrative tasks, including filing and data entry.
- Scheduled and confirmed appointments.
- Greeted visitors and provided them with assistance.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Processed payments and updated accounts to reflect balance changes.
- Updated daily log book with information about visitors entering the premises.
Education
High School Diploma -
JW Sexton High School
Lansing, MI06-1985
Dental Assisting
Hill Academic & Vocational Center
Lansing, MI06-1984
Skills
- Technical support
- Technical troubleshooting
- Advanced troubleshooting
- Software troubleshooting
- System diagnostics
- Remote support
- Customer relationship management
- Remote desktop services and support
- Software installation
- Problem diagnosis
- Problem resolution
- Customer support
- Customer service expert
- Customer relationship management
- Customer account management
- Customer training
- Product training
- Technical documentation
- Call tracking
- Telephone call control
- Telephone etiquette
- Attention to detail
- Organizational skills
- Calm under pressure
- Teamwork and collaboration
- Conflict resolution
- Verbal communication
- Computer skills
- Remote technical assistance
- Proficient in SureSmile software (all platforms)
Timeline
Technical Support Specialist III
DentsplySirona/ SureSmile
06.2007 - Current
Registered Dental Assistant/Certified Orthodontic Assistant
John Faust DDS
01.2007 - 05.2007
Registered Dental Assistant & COA
Richard Ingraham DDS
01.2006 - 12.2007
Certified Orthodontic Assistant
Kristine West DDS & Donald Burkhardt DDS
10.2000 - 12.2005
Receptionist/Dental & Ortho Assistant
Blue Care Network
04.1990 - 10.2000
High School Diploma -
JW Sexton High School
Dental Assisting
Hill Academic & Vocational Center