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Cell PHONE NUMBER AVAILABLE / email EMAIL AVAILABLEPROFESSIONAL EXPERIENCEDirector of Technical ServiceProveris Scientific Corporation, Marlborough, MA March2014 to PresentProveris is the leader of innovative technology, for Pharmaceutical,CDO/CRO/CMO's, and regulatory agencies worldwide.Manage worldwide customer support on installations, upgrades and servicecontracts utilizing a group of highly skilled Service and ApplicationEngineersDirected and implemented system upgrade of customer wide Oracle 2008/2012database for a revenue growth of 1.5 million in 2014Responsible for planning and coordinating the company's master schedule ofpersonnel and resources for all technical services delivery projects withcustomers including:project planning for cGMP instrument deployments;scheduled maintenance;service calls and technical support activities;contract/entitlement management; andin-house laboratory test services projectsDevelop and coordinate team-building activities geared towards skillenhancements that save time and money for the companyManage project for growth and support with third part contractor increasingcustomer response and satisfaction with a company overhead savings of$300K.Project Manager for expansion of application training tools and serviceplans worldwide for growing PMDi market.Actively participate in upper Management Team Meetings and report on allaspects of Technical Services deliverables that drive company growth andprofitability.Create and maintain annual budgets for Service/Inventory Control for P/LField Service Engineer/Project Support LeadSeahorse Bioscience Billerica, MASeptember 2010 to March 2014Seahorse Bioscience provides innovative industry-leading analyticalinstruments, bio-manufacturing systems and consumable lab ware products forbiological research and drug discovery.Trained the new FSE/FSA's to support Installations, service and to supportcompanywide customer base.Coordinated network, software, and hardware upgrades in the field.Managed and created diagnosis tools to support FSE/FSA to resolve escalatedinstrument issues in the field to resolution.Actively approached upholding an active, visible, ongoing, and excellentworking relationship with the growing third party support and customer baseworldwide.Service Support ConsultantConsultant, North America January 2009 to September 2010Worked for a variety of clients within the Pharmaceutical, Bio Medical andAcademic field to improve customer support, internal support, and customersatisfaction within a diverse technology cluster.Globally supported remote technical support teamsTrained internal support personnel on product support protocolsPerformed on-site customer training on product performance anddocumentationDiagnosed issues and gathered sufficient evidence to allow furtherdiagnosis by factory experts. Solutions often required modifying sourcecode (Perl, C++) and reading multiple trace system log files.Optimized product capability within small support groups for preventivemaintenance programsParticipated in training on cross support between Production and ServiceSupport teamsNorth America Senior Service Project Engineer/Project Coordinator (Remote)Ibis Biosciences Inc Carlsbad, CA January 2008 to January 2009Ibis Biosciences Inc. is the leader in rapid identification andcharacterization of bacterial, viral and other infectious organisms as wellas analysis of human DNA and was purchased by Abbott Molecular in 2009.9. Managed installation projects and corresponding start-up oversight for T5000 product line including establishing performance milestones and target specifications based on customer requirementsCoordinated national service demands utilizing key Applications andService EngineersInstalled and supported multiple IT database platform development andtroubleshooting (RAD server, switcher and internal networkingconfiguration)Developed and implemented customer training programs for initial use,application support and ongoing product support needs within MSDeveloped robust final test specifications for the factory based on fieldevaluations14. Gained customer loyalty and won preferred treatment for products and key accounts.Regional Service Manager of North America, South America and Asia PacificBruker Daltonics, Billerica, MA June 2002 to January 2008Bruker Daltonics is the leading developer and provider of innovative lifescience tools based on mass spectrometry.Managed Global Customer Support team on installations, upgrades and servicecontracts utilizing a group of highly skilled Service EngineersDeveloped a growing customer service base over 4 year from 10 countries to38 countries, and grew service revenue from 1 million to 5.5 milliondollars.Established customer order reviews developing site evaluation criteria,configuration management and manufacturing timelinesCreated on-site customer training programsCreated annual budgeting within MS for 24/7 on-site service center, andservice inventory controlEducation, Professional Development Courses & Computer Skills1. Bachelor of Science, Management - University of Phoenix 20112. Boston University - Masters in Project Management Certification 20123. Boston University - Project Management Certification 2009Boston University - Management Certification 2003Devry Institute of Technology Associates of Science - Electronics withhonors 1995Windows NT/2000/XP, MS Office , MS Project, Visio, Linux, Sun, Basic C++,various CRM applications(Admin Salesforce), Remote based Webexapplications, Infor (Oracle based ERP) |
