Derek Burns Email & Phone Number

United States

Marietta, Georgia

Highlights of contributions:▸Support customer accounts: hospitals, medical personnel, and engineering teams▸Resolve equipment & hardware problems▸Conduct diagnostics & resolve hardware issues▸Install and upgrade software▸Earned Employee of the Year in 2019 for superior customer service▸Coordinate U.S. clinical education and product training ▸Strengthened user knowledge of equipment operation, clinical applications, and safety procedures ▸Introduced hands-on technical product training program for Biomedical & Clinical engineers▸Enhanced trend reporting ▸Built new formats▸Enabled data-driven insights and improved decision-making ▸Facilitated access and visibility to product information for technical representatives ▸Teamed with engineers in Germany to improve database▸Easily search for troubleshooting insight, issue history, and data sharing

Greater Atlanta Area

Provided multi-level technical support on medical devices and equipment used in robotic surgeries and medical procedures. Highlight of Contributions▸ Assisted and supported hospitals, healthcare facilities, and medical personnel▸Remote phone troubleshooting up to 20 daily customers/calls ▸Serviced devices and equipment in-house ▸Resolved software and hardware issues ▸Trained customers on upgraded technology, software, and hardware▸ Contributed to cost control▸Accurately documented service issues and parts usage▸Reduced inventory adjustments and write-offs ▸Improved internal visibility into potential equipment issues▸Analyzed trends and equipment failures▸Collaborated with stakeholders on corrective actions ▸Applied technical training in diagnosing, servicing & testing ▸Adhered to corporate policies, industry standards, and regulations

Greater Atlanta Area

On-site technical support of industrial printers and technologies for manufacturing customers across the Southeast. Highlight of Contributions:▸Efficiently managed territory & schedule ▸Planned customer visits for maintenance and installations▸Managed repairs & break-fix issues as necessary.▸Provided high-quality customer service ▸Accurate & efficient diagnosis ▸Ensured accurate parts inventory▸Grew contract renewal revenue▸Customized proposals with additional services and new technologies

Hillsboro, Or

Oversaw daily operations and supervised 17 field service engineers at computer chip manufacturer.Highlight of Contributions:▸Mentored and coached team▸Trained on system repairs▸Troubleshooting ▸Report analysis▸Collaborated with management and engineering teams on continuous improvements▸Mitigated downtimes and failures▸Applied root cause analysis to identify and resolve issues ▸Partnered with global engineering teams to plan and test deployments ▸Installs, software upgrades, and system modifications

Portland, Oregon Area

On-site technical support, maintenance, and repair of automation and robotic delivery systems for computer chip manufacturer. Collaborated with management teams to coordinate hardware and software installations

Associate Of Arts And Sciences (A.A.S.), Electrical And Electronics Engineering

Activities and Societies: Magna Cum Laude National Honor SocietyElectronics engineering

Associate Of Arts (Aa), Business Administration And Management, General

Business Administration