Summary

Work experience

• Lead Technical Support Engineer

  Philips

  2018.10-Current

  (8 years)

  Administer comprehensive technical support while completing diverse tasks concerning case assignment, queue management, and service database management. Investigate all complex cases within technical support model as final point of escalation. Resolve service desk problems, L2 cases, product-related concerns, and break/fix issues for clients and partners in liaison with project and development teams, L1/L2 support teams, technical account managers, R&D/L3 escalation teams, and customers. Utilize subject matter expertise in specific product groups to provide tailored technical services. Relay complicated cases to senior staff members. Draft, troubleshoot, and update knowledge base articles. Train L1 and technical consultants in mitigating issues within system framework and configuration. Facilitate new product releases by prioritizing information and training needs while ensuring compliance with quality standards. Bridge communications between engineering team and customers. Leverage industry best practices and collaborate with global support community to deliver exceptional customer service. Show less
• SW Technical Support L2

  Philips

  2015.06-Current

  (11 years)

  Evaluated and addressed diverse technical problems, including break/fix issues and product-related concerns, while complying with SOPs and customer requirements. Communicated critical issues to senior staff and resolved cases escalated within technical support model. Leveraged knowledge of product groups, company requirements, and Philips technologies to devise technical solutions. Collaborated with technical support, consultant, and onsite support teams to deliver large-scale configuration projects. Troubleshot complex systems and recorded all service data. Created knowledge base materials. Provided all information and training to improve product quality and enable product releases and beta cycles. Enhanced customer experience by educating L1 support teams, development teams, technical consultants, and global support community on industry best practices, system infrastructure and configuration, and potential risks. Show less
• Technical Support Engineer

  Philips

  2012.09-2015.06

  (3 years)

  Installed, configured, repaired, and troubleshot multiple Philips products (iSite Enterprise and iSite Radiology), Windows operating systems, and system hardware via front-line technical support. Mitigated minor networking issues. Identified, resolved, and documented cases eligible for further escalation. Recorded resolution procedures in internal tracking systems. Collaborated cross-functionally to balance business demands with customer needs. Personalized technical support service based on customer information and concerns. Completed day-to-day assignments while ensuring compliance with SOPs and quality standards. Show less
• RIS / PACS Support

  Palo Alto Medical Foundation

  2008.01-2012.08

  (5 years)

  • Work with Imaging Department leadership, PAMF/Sutter IT, EMR team, RIS team and vendor(s) to maintain a detailed Imaging Services RIS/PACS program. • Develop site-specific failure recovery and work around procedures for the Imaging Services until IT restore full functionality. • Work with IT and Vendor(s) to investigate, identify and take corrective action where necessary. • Perform system troubleshooting and provide first-call support, reset systems, assist in troubleshooting and testing system and network problems, report and track problems and issues to the system vendor primary point of contact. • Coordinate system upgrades. Develop and implement communication plans to all users for system changes and upgrades. Participate in the evaluation of new technologies; act as liaison with Sutter in PACS/RIS related issues. • Sets up methods for monitoring image quality and calibration. Utilizes those methods on an agreed upon periodic (TBD) basis. • Performs and documents, unit testing, end user testing and final acceptance testing. • Through reading and direct networking contacts, maintains a working knowledge of new technologies and their associated opportunities for growth. Advises department management of identified opportunities and participates in the implementation of those that are accepted for use. • Perform database maintenance and patient list cleanup as needed. Maintain patient profiles. Merge patient records based on HIS system. Maintain user list and access level. Show less

Educational experience

• Christ College, Taiwan

  Bachelor of Arts (B.A.), English

Languages