Professional Summary:

* A seasoned medical diagnostic and instrumentation specialist with over twenty-

five years experience in both internal/ external customer relations and demonstr
ated leadership in training and troubleshooting diagnostic reagents, and instrum
ent hardware and software.
* Ability to create monographs, technical bulletins, quick reference guides and
standard operating procedures for Sales and Marketing.
* Diverse background of supported instrumentation includes: hematology, blood ch
emistry, immunoassay and DNA sequence detection analyzers and reagents utilized
on such instruments.
Areas of Expertise:
* Customer focused service and support
* Customer complaint handling
* Analytical instrumentation troubleshooting
* FDA compliance/Obtaining MDR reporting information
* Good manufacturing practices
* Good manufacturing practices
* Product quality concerns
* Relationship building
* Customer satisfaction
* Trade show support
* Role model and mentor
* Instrument/reagent training classes
* Managed corporate program
* Coursework development
* Resolving client concerns
* Maintaining account base
* Communications
Professional Experience:
5/2004 to Present- Family Caregiver
* Cared for my two children while attending college in the evening. Did volun
teer work in the mornings while my children were attending school.

5/2003 to 5/2004- Field Service Engineer (Beckman Coulter Inc., Brea, Californi
a)
* Installed, trained customers and performed routine maintenance and repairs on
Hematology Instrumentation.
* Performed troubleshooting and repairs on the Power Processor System, a line of
instrumentation that provides complete automation of clinical lab testing.
* Responsible for meeting service revenue sales targets; ensured strong contract
retention rate and warranty conversion rate.
* Physically and financially managed field inventory for instruments and compone
nts.
* Exercised judgment within defined procedures and practices to determine approp
riate action.
5/2001 to 1/2003- Field Service Engineer (Applied Biosystems Inc., Foster City,
California)
* Managed the Southwest territory, consisting of approximately 50 accounts.
* Installed, trained customers and performed routine maintenance as well as repa
irs on DNA sequence detection systems.
* Physically and financially managed field inventory for instruments and compone
nts to maintain quick response with minimal down-time.

9/1997 to 5/2001- Sr. Clinical Service Specialist (Beckman Coulter Inc., Brea, C
alifornia)
* Addressed external/internal customer inquiries by telephone; diagnosed and fix
ed problems and/or dispatched field support to correct problem as advised for su
pported instrumentation.
* Documented customer complaints and followed-up on corrective action and final
response to the customer. Obtained necessary information from customers when nee
ded for MDR reporting.
* Assisted in troubleshooting/customizing new service software program.

5/1988 to 9/1997- Sr. Technical Support Specialist (Hybritech Inc., San Diego, C
alifornia)
* Addressed external/internal customer inquiries by telephone; diagnosed and fix
ed problems and/or dispatched field support to correct problem as advised for su
pported instrumentation.
* Documented customer complaints and followed-up on corrective action and final
response to customer. Obtained information from customers in cases where a Medic
al Device Report might need to be filed.
* Managed and coordinated training classes for the service departments.
* Managed training support records for both the technical support and field serv
ice departments for internal QA and NASI audits.
* Represented technical service department on cross-functional project teams.
* Prepared technical and standard operating procedures to document processes.
* Developed and wrote technical bulletins and monographs for the sales and marke
ting department.

1/1987 to 11/1988- Sr. Field Technical Support/Training Specialist (Electro-Nucl

eonics, Columbia, Maryland)
* Responsible for writing training and operation literature used while conductin
g on-site training classes.
* Provided support for various trade shows.
* Provided field training and troubleshooting throughout the western United Stat
es for an extensive line of immunodiagnostic products.

Education:
* Saddleback College (Mission Viejo, California)- Associate in Science Degree, A
quarium and Aquaculture Science
* Mira Costa College (Oceanside, California)- Certification of Completion, Custo
mer Service Fundamentals
* Mira Costa College (Oceanside, California)- Certification of Completeion, Effe
ctive Selling
* Mercy College (Dobbs Ferry, New York)- Bachelors Degree, Business Management
* Westchester Community College (Valhalla, New York)- Associate in Applied Scien
ce Degree, Medical Technology

Success Stories:
Hybritech Awards
- Awarded the Department of Sales and Marketing aService
Excellence team quarterly award for 2nd quarter 1995".
- Awarded the Department of Sales and Marketing applied
solutionsaProblem Solving Award for 3rd quarter 4th quarter
1995".