Experience

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  Philips

  Mar 2000 - Sept 2011

  Technical support engineer

  Supported internal and external customers, providing support of PACS installations at health care organizations Support customers using remote access technologies including ISSO approved, HIPPA-compliant Philips Remote Service (PRS), Cisco VPN, Nortel VPN and other solutions. Partnered with Project Management Group (PMG) when appropriate. Collaborated with hospital IS departments to assess network capabilities, design, and appropriate integration and end user support strategies.▬▬ Significant Results ▬▬► Created technical support triage process to prioritize PACS issues. Effort reduced average wait time from more than 12 minutes down to four minutes.► Earned 100% client satisfaction and quality scores for all monitored PACS cases.► Completed Philips’ first-of-kind implementations of Compano computed radiology (CR) hardware, as well as HP UNIX and Windows-based configurations in HIPPA-compliant PACS installations.► Authored over 50 technical support issue resolution articles for Incenter support database.► As East Zone Lead (Washington, DC to Maine zone), led effort to improve Philips Remote Service Network connectivity. Increased connections from under 50% to over 70%, leading to more efficient technical support resolution.► Consistently received customer compliments for dedicated and thorough technical support, including resolution of complex issues ranging from automatic software updates to integration of third party equipment into PACS networks. Show less

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  Fujifilm holdings america corporation

  Feb 2012 - Apr 2017

  As a lead for remote monitoring alarm systems, I supported customers located across the globe, with PACS installations in the US, Canada, Europe, Asia and other locations. Clients ranged in size up to major regional medical centers. Provided subject matter expertise in modality integration, including CT, MRI, Ultra Sound, and general X-ray technologies. Supported customers using Fuji’s Axeda device relationship management (DRM) software as well as Cisco VPN technology.▬▬ Significant Results ▬▬► Handled more than 2,100 tickets in 2016, the largest number on team, with second place engineer at 1,800 and all others below 1,000.► Posted 65% two-hour close rate compared to company standard of 50%.► Received “Exceeds Requirements” on all performance reviews, with emphasis on work speed, quality, responsiveness to client needs, and relationship building.► Trained six new PACS support engineers, sharing expertise and best practices. Show less

  • Senior Technical Support Engineer PACs

    Feb 2012 - Apr 2017

  • Senior Customer Support Engineer

    Feb 2012 - Apr 2017
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  Ge healthcare

  Dec 2017 - Oct 2019

  Senior technical support engineer – mammography systems

  Provide customer support for the installation, integration, and upgrade of GE mammography systems. Work in a remote role as part of the online call center (OLC) team to support 2,200+ customers across the US and Canada. Ensure functional integration with multiple PACs, electronic medical records (EMR) systems, dictation, and all other healthcare systems and networks.  Received multiple peer recognition awards from field engineers, program managers, and others. Achieved and maintained all performance standards to be a valued member of the support team. Show less

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  Kubtec medical imaging

  Jul 2021 - now

  Senior technical support engineer