Qudean Henry
Summary
Client-facing Application Support Specialist with extensive understanding of root causes for issues and appropriate solutions to problems. Purpose-driven professional with record as strong team player.
Overview
11
11
years of professional experience
Work History
Application Support Specialist
Medical Marketing Company Limited
05.2019 - 07.2023
- Install and tests new instruments in conjunction with the Field Service Engineer
- Troubleshoot, diagnose and resolves software issues on customer units
- Provides remote and on-site support in response to customer problems or inquiries
- Performs product demonstrations to new or potential customers in conjunction with the sales team
- Manage application service requests
- Developed and maintains a high level of product and instrument knowledge
- Work closely with existing customers to provide expert support and assistance in clinical utilization of products
- Close liaison with key customer sites to develop clinical protocols and to support the clinical protocols and to support the clinical adoption and development of new applications
- Liaise with R&D to provide product feedback and recommendations for future improvements
- Attend exhibitions and provide product demonstrations
- Assist sales with product demonstrations at customer sites
- Provide clinical applications training to customers either in-house, On site or remotely
- Coordinate or lead customer and/or employee training classes
- May also conduct group presentations at seminars, training programs, and trade shows
- Create/implement support training information in the form of workflows and user guides
- Provide phone support to customers and colleagues on the clinical operation of the systems
- Assist in generating Customer Information Bulletins (CIB), and in the tracking and delivery of those bulletins
- Provide testing and feedback analysis to development staff on the new functionality of software.
Medical Laboratory Supervisor
Medical Health Care Laboratory
09.2015 - 04.2019
- Execute and analyze tests in areas including chemistry, hematology, blood banking, urinalysis, serology, histology and bacteriology
- Perform phlebotomy procedures on patients
- Perform automated, semi-automated, and manual examinations
- Perform routine and special tests
- Prepare, implement, and maintain standard operating procedures, policies and guideline in the laboratory
- Maintain safe working environment
- Supervise and evaluate quality control within laboratory using standard laboratory test and measurement controls, and maintained compliance with CLIA, OSHA safety and risk-management guidelines
- Ensure test-result validity before recording/reporting results
- Review and release reports
- Communicate test results effectively with consultants, physicians, and other members of staff
- Public facing role, attending to physician and patient queries; meeting their related demands
- Training of new employee in phlebotomy and how to carry out various laboratory procedures
- Supervises laboratory staffs.
Medical Laboratory Manager
Integrated Medical Services Limited
07.2014 - 06.2015
- Perform phlebotomy procedures on patients
- Training of new employee on how to carry out various laboratory procedures
- Execute and analyze tests in areas including chemistry, hematology, urinalysis, serology, histology and bacteriology
- Perform automated, semi-automated, and manual examinations
- Perform routine and special tests
- Prepare, implement, and maintain standard medical laboratory policies and guideline in the laboratory
- Maintain safe working environment
- Supervise and evaluate quality control within laboratory using standard laboratory test and measurement controls, and maintained compliance with CLIA, OSHA safety and risk-management guidelines
- Ensure test-result validity before recording/reporting results
- Review and release reports
- Communicate test results effectively with consultants, physicians, and other members of staff
- Public facing role, attending to physician and patient queries; meeting their related demands
- Interviewing and selecting potential employees
- Development of collection sites (prepare documents and purchase equipment)
- Obtained Ministry of Health approval.
Laboratory Development Consultant
Integrated Medical Services Limited
08.2013 - 06.2014
- Prepare laboratory development plan
- Design and prepare budget outlay for laboratory
- Liaise with various local certification bodies
- Source and procure laboratory equipment and reagents
- Manage the construction of laboratory
- Procure ISO15189 document for laboratory
- Prepare certification documents
- Prepare laboratory for inspection by various local certification bodies
- Prepare and implement quality control policies
- Ensure the implementation of proper waste management disposal systems.
Medical Laboratory Technologist II
University Hospital of the West Indies
08.2013 - 06.2014
- Execute and analyze tests in bacteriology and virology
- Perform automated, semi-automated, and manual examinations
- Perform routine and special tests
- Maintain safe working environment
- Ensure test-result validity before recording/reporting results
- Communicate test results effectively with consultants, physicians, and other members of staff
- Public facing role, attending to physician and patient queries; meeting their related demands
- Aid in the training of new employees and students on how to carry out various laboratory procedures.
Medical Laboratory Technologist I
University Hospital of the West Indies
01.2013 - 06.2013
- Perform phlebotomy procedure
- Perform routine and special tests
- Execute and analyze tests in areas including chemistry, hematology, urinalysis, serology, histology and bacteriology
- Perform automated, semi-automated, and manual examinations
- Maintain safe working environment
- Evaluate quality control within laboratory using standard laboratory test and measurement controls, and maintained compliance with CLIA, OSHA safety and risk-management guidelines
- Ensure test-result validity before recording/reporting results
- Communicate test results effectively with consultants, physicians, and other members of staff
- Public facing role, attending to physician and patient queries; meeting their related demands.
Medical Laboratory Assistant/Phlebotomist – Student/Intern
Northern Caribbean University Medical
05.2012 - 08.2012
- Public facing role, attending to patient queries and meeting their related demands
- Operate and calibrate an assortment of laboratory/testing equipment
- Performed various chemical, microscopic and bacteriologic tests
- Performed stat and routine testing on a variety of specimens quickly and accurately
- Maintain lab equipment
- Troubleshoot/resolved instrument problems
- Aided in the instructing students on how to carry out various laboratory procedures.
Education
BSC -
Northern Caribbean University
Mandeville, Manchester01.2013
Skills
- Customer Assistance
- Customer Support
- System monitoring
- Software Installation
- Application support
- Incident Management
- Data Analysis
- Status Reporting
- Customer Education
- Customer Education
- Maintenance and troubleshooting
- Technical Support
- User Training
- End-User Training
- Marketing
- Product Demonstrations
- Configuration Management
- Testing activities
- Efficiency modifications
- Training documentation development
- Customer Service
- Problem-Solving
- Attention to Detail
- Microsoft Windows and Office
- Active Listening
- Remote Technical Support
- Technical Troubleshooting
- Device Installation
- Software Upgrades
- Customer Needs Assessment
Degree
BSc. MT
References
- Mr. Khalil Ashraph, Microbiologist/Lecturer, Department of Microbiology, University of the West Indies, 1 (868) 737-5698
- Tashana Thomas, BSc. MT, Tunapuna, 1(876) 571-1713
Training
- ISO15189 Assessors Training Course - Jamaica National Agency for Accreditation
- ISO15189 Accreditation Training Course - Jamaica National Agency for Accreditation
- Emergency Wardens’ Course - Safety and Emergency Management Systems
- Caribbean Single Market Economy - Jamaica and Trinidad & Tobago
- Trinidad And Tobago Medical Laboratory Technician License
- Sebia Capillarys 3 Tera/Octa Applications Training (August to September 2019)
- Sebia Capillarys 3 Octa Customer Training (April 2022)
- Sebia Alegria 2
- ACL TOP Applications Training- Routine and Specialty (June 7 to 15, 2021)
- ACL TOP 50 Series Training (July 5 and 6, 2022)
- GEMK 5000
- IH500 Immunohematology Applications Specialist Course (August 2021)
- IH1000 Immunohematology Applications Specialist Course (August 2021)
- D-10 Hemoglobin Applications Specialist Course (August 2021)
- BioRad Twin Plus
- Elisys Quattro and Elisys Duo
Timeline
Application Support Specialist
Medical Marketing Company Limited
05.2019 - 07.2023
Medical Laboratory Supervisor
Medical Health Care Laboratory
09.2015 - 04.2019
Medical Laboratory Manager
Integrated Medical Services Limited
07.2014 - 06.2015
Laboratory Development Consultant
Integrated Medical Services Limited
08.2013 - 06.2014
Medical Laboratory Technologist II
University Hospital of the West Indies
08.2013 - 06.2014
Medical Laboratory Technologist I
University Hospital of the West Indies
01.2013 - 06.2013
Medical Laboratory Assistant/Phlebotomist – Student/Intern
Northern Caribbean University Medical
05.2012 - 08.2012
BSC -
Northern Caribbean University
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