Salma Huseini
Chicago,IL
Summary
Adept at integrating healthcare systems with cloud platforms, enhancing Philips Healthcare's service efficiency by increasing first-time fix rates to 60%. With expertise in API integration, ETL processes, automation, and data management, operational workflows were streamlined and system interoperability improved. By automating data processes and enhancing cloud-based data management, downtime was significantly reduced, and service delivery was optimized. A strong focus on customer experience and technical problem-solving drove substantial improvements in both operational efficiency and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Field Service Engineer
Philips Healthcare
05.2022 - Current
- Led the integration of healthcare management systems with cloud platforms, utilizing API and ETL solutions to optimize data transfer and improve cross-system data consistency.
- Successfully installed, maintained, and troubleshot ultrasound systems during over 200 field service visits, reducing the average visit time by 20% through efficient processes and problem-solving.
- Improved customer support processes, increasing first-time fix rates from 30% to 60% and reducing customer annual repair costs by addressing issues more effectively during initial visits.
- Led cross-functional collaborations with IT and clinical staff to ensure system configurations were optimized for performance, conducting data-driven assessments to improve user experience and system uptime.
- Gained experience in the full lifecycle of technical service management, from gathering technical requirements to providing post-service documentation and continuous improvements to service workflows.
- Led data management initiatives by overseeing the integration of field service operations with cloud-based data warehouses, ensuring that all diagnostic data, service logs, and maintenance records were accurately stored and accessible for analysis.
- Led initiatives to enhance data accessibility for field engineers and service teams, enabling them to access historical data, troubleshooting logs, and repair histories to improve service efficiency and reduce response times.
- Worked closely with internal stakeholders and management to analyze data trends from field service visits, providing actionable insights that drove improvements in first-time fix rates, maintenance scheduling, and overall service performance.
- Developed and maintained real-time dashboards for tracking service performance metrics, using cloud-based tools to visualize key data points such as equipment uptime, repair times, and customer satisfaction.
- Coordinated with the broader IT department to ensure seamless integration of field service management software with existing healthcare systems (such as DICOM and PACS) to enable smooth data sharing and collaboration across departments.
Field Service Engineer
GE Healthcare
06.2018 - 06.2020
- Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
- Facilitated communication between office personnel, subcontractors, and customers.
- Leveraged MySQL for data management and analysis, performing in-depth troubleshooting and identifying patterns that led to quicker resolutions of recurring issues.
- Applied Python programming skills to automate diagnostic processes and integrate them with hospital IT systems, improving efficiency and effectiveness of technical support operations.
- Used Java and JavaScript to develop internal tools for real-time equipment monitoring, enhancing decision-making for engineers and reducing response times for maintenance requests.
Concierge Supervisor
BlackWell Inc
05.2015 - 01.2018
- Managed over 30 teams of concierges.
- Created weekly schedules and rotation schedules to meet business needs without alerting call-outs, concierge sick day requests, or PTO request
- Coached, supported and developed team with goal of continuous growth and skill improvement.
- Tracked and optimized team metrics such as overall production, conversion rates and customer satisfaction.
- Conducted competitive research to understand best practices and potential differentiators.
- Escalate training to resolve issue relating resident reports.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
Education
Bachelor of Science - Biomedical Engineering
Illinois Institute of Technology
Chicago, IL05-2022
Associate of Science - Engineering
Oakton Community College
Des Plaines, IL12-2015
Skills
- Software and hardware installation
- Maintenance and repair
- Data Analysis (Pandas, Numpy, Scipy, NLTK)
- Programming(Python, JavaScript)
- Data Visualization(Matplotlib, Seaborn)
- Process Management
- Customer Experience
- Database (MYSQL,Nodejs, expressjs)
- Project Management
- Remote support
- Mechanical Troubleshooting
- Automation and Scripting
Timeline
Field Service Engineer
Philips Healthcare
05.2022 - Current
Field Service Engineer
GE Healthcare
06.2018 - 06.2020
Concierge Supervisor
BlackWell Inc
05.2015 - 01.2018
Bachelor of Science - Biomedical Engineering
Illinois Institute of Technology
Associate of Science - Engineering
Oakton Community College
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