I manage an international technical support team and a national team of field service engineers. My role involves ensuring the highest standards of customer service and technical support, managing complex projects and driving operational excellence. I lead efforts in troubleshooting, maintenance and repair of critical life support equipment, ensuring timely and effective service delivery across global markets. My focus is on optimizing team performance, utilizing data driven decision making to enhance service delivery, and fostering a culture of continuous improvement to support our customers critical needs.

I oversaw medical distribution staff and improved branch operational practices to emphasize branch production, accuracy, and superior customer service. I initiated and built new technology driven training programs and achieved the highest staff retention rates in the district through mentoring and compassionate leadership. Managed all company-wide HR functions, including recruiting, interviews, counseling and corrective action, employee terminations, etc. I decreased expenses through strategic planning, resource allocation, and 5S organization leading to a reduction in overtime. I also promoted efficient processes and provided continuing technical support training for technician and warehouse staff. I diagnosed and troubleshot computer and medical device hardware, software and network problems to resolve issues. Performed electrical safety assurance and preventative maintenance (PM) testing on a wide variety of patient care equipment. I resolved customer and staff complaints by appropriately escalating customer issues, including board level diagnosis and repair, working closely with customer support team to ensure quality standards and customer satisfaction. A list of achievements includes:★ Standardized and implemented new training processes for all branch locations, providing performance feedback, coaching, and technical expertise.★ Facilitated 100% customer retention, successfully providing telephone and remote technical support.★ Generated a 323% increase in order fulfillment by creating standard operating procedures (SOPs) and implementing LEAN and 5S process improvements to increase company-wide productivity.★ Coordinated receiving, inventory, material handling, shipping, inter-branch transfers, deliveries and oversaw the distribution center cycle counting program and full physical inventory management. ★ Created marketing strategies and assisted in implementation of effective marketing programs, achieving 42% overall year-over-year (YOY) growth.

I began my career as a Biomedical Equipment Technician at Integrated Medical Systems, Inc. I installed, maintained, and repaired various patient care machinery and equipment, specializing in respiratory care device testing and repair. I executed instrument and medical device sterilization, maintenance, testing, and repair. Moreover, I processed patient care orders to facilitate accurate and timely delivery of supplies and equipment to meet patient care needs, reducing equipment turnaround time by 48%.

I counseled college students on mental, physical, emotional, career, and academic concerns. I conducted triages and intakes and administered and interpreted career and mental health assessments. In addition, I developed and documented treatment plans and progress notes, and I maintained records in Titanium software. I also led group sessions and workshops on stress and anxiety management, time management, self-care, relationship issues, and identity development.