Design, build, and manage data analysis tools through multiple CRM systems in a high volume call center environment. Utilize BI (Business intelligence) tools to assist in visualizing real-time metrics as well as forecast levels for staffing needs. Scrub data outputs for accuracy and to identify anomalies.

FUJIFILM SonoSite, Inc. | Sep 2016 - Sep 2019

Service Engineer II

Develop and distribute weekly and monthly reports and maintain service documentation for technical support staff worldwide. Root cause failure analysis of returned customer equipment. Write and deliver training for customers sites as well as internal and dealer representatives. Collaborate with cross-functional development teams to design new product and existing product improvements. Utilize Discover reporting / SQL to analyze service failure data to drive business needs. Mentor junior support staff, management, and new hires to better improve competency and efficiency.

Self-Employed | Dec 2015 - Present

Technical Writer | Data Analyst | Professional Services Consultant

Copywriter for internal and customer-facing documents. Technical writing - Content creation for service documentation, IFUs/operators manuals, labeling, and other related assets. Data Mining and Analytics on failure trend analysis and financial impacts. Voiceover for training videos. Video Editing & Audio Production. Facilitation of live online broadcast events. UX testing of new mobile applications.

ZONARE Medical Systems, Inc. | Jun 2014 - Dec 2015

Service Technical Writer and Revenue Specialist

N/A

David Lisauskas | Dec 2013 - Present

Professional Voice Over Talent

Voice over, digital content creation, and post production services including custom music tracks providing broadcast ready audio for eLearning, Phone Systems, Commercials, Explainer Videos, Real Estate Walkthroughs, Web Videos, Industrial Training, YouTube content and more. Demos available at www.davidlisauskas.com

ZONARE Medical Systems, Inc. | Jun 2012 - Jun 2014

Technical Support Manager

Daily management and supervision of eight Technical Support Engineers. Provided technical support for entire domestic installed base directly as well as worldwide support through international subsidiaries and dealers. Developed and implemented technical documentation of procedural and training initiatives. Worked with customers on DICOM connectivity issues (PACS, Worklist servers, DICOM printers). Root cause analysis on early life failures. Provided trending metrics for failure analysis / quality control utilizing data collected in Dynamics GP (Great Plains). Invoiced for service revenue. Used call metrics to properly drive support times and headcount. Wrote and delivered performance reviews, merit reviews, and overall daily resource management. Delivered technical repair training to BIOMED personnel and Field Service Engineers on Zonare ultrasound products. Ran weekly customer satisfaction meetings documenting and working escalated customer issues. Tracked KPIs and created continuous improvement plans.

SonoSite | Oct 2006 - May 2012

Technical Support Supervisor

Daily supervision of eight Technical Support Representatives and three Service Administrators. Wrote, updated, and maintained troubleshooting guidelines, work instructions, and service plans. Managed CRM database, including troubleshooting, maintenance, updates and report generation. Improved customer satisfaction scores through application of superior conflict resolution and problemsolving skills. Wrote and delivered performance reviews, merit reviews and overall daily resource management. Group delivers technical support for the entire domestic installed base as well as worldwide support through international subsidiaries and dealers. Developed programs for BIOMED and distributor technical training for repair on SonoSite ultrasound equipment.

SonoSite | Jan 2005 - Oct 2006

Technician Support Representative

Engaged end users and internal sales personnel answering questions via email & phone. Education Troubleshoot and resolve customer's technical issues with handheld ultrasound devices. Utilized CRM system to document service call details including problem and resolution details

Fluke Corporation | Mar 2002 - Jan 2005

Technician Supervisor

Daily supervision of 8 technicians in a manufacturing environment. Created and delivered performance reviews, merit reviews and overall daily resource management. We support the final assembly team of about 12-15. Maintained accurate records in the organization's system using Oracle. Implemented repair improvements within the department reducing board scrap by over $100K in a 2 month period.

Fluke Corporation | Oct 1994 - Mar 2002

Senior Technician / Lead Specialty Technician

Component level troubleshooting and repair of network tools and handheld DMMs. Worked with the engineering group to solve issues in the manufacturing processes. Collected and organized data to help the group achieve a more efficient flow. Developed a parts finding tool to help the technicians locate parts quickly & easily. Implemented a new RMA process to help track the RMA units and collect failure information.

My Education

Take a look at my formal education

Associates of Applied Science in Electronics, Electronics Technologies in Electronics TechnologiesDeVry University

About Me

Data analyst / report builder looking to further my knowledge in data science.

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