Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Karina Riccio

Laval

Summary

Dedicated Technical Support Specialist at Sebia Canada with a proven background as a Laboratory Technologist at St. Mary's Hospital in Montreal for over 12 years, in areas such as blood bank, hematology, hemostatis, biochemistry and microbiology. As a proud member of the Professional Order of Medical Technologists of Quebec (OPTMQ), I bring a wealth of experience in the healthcare and diagnostics industry.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Technical Support Specialist

Sebia Diagnostics Canada
05.2023 - Current
  • Excellent understanding of gel and capillary electrophoresis concepts which plays a key role in understanding instrument issues
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Assisted customers in identifying issues and explained solutions by walking clients through troubleshooting procedures to efficiently resolve issues remotely.
  • Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
  • Complaint management and subsequent escalations to appropriate area of expertise (service, application, sales)
  • Documented all client interactions in the Customer Relation Management system by updating the cases with relevant information to reflect timeline of issue and resolution.
  • Elaboration of procedures intended for end-users to visually help troubleshooting process and increase remote-fix rate.
  • Regular meetings with superiors and team to improve CRM utilization and to refresh knowledge on important points
  • Field service inventory management and process improvement for a smooth workflow between head office and field service engineer exchanges.

Medical Laboratory Technologist

McGill University Health Center, MUHC
06.2011 - 05.2023
  • Daily use of the LIS (patient creation, results management, quality control checks, etc.)
  • Experience in the departments of hematology, coagulation, virology, blood smear and biological fluid reading, biochemistry, blood banking, external shipments and specimen reception/routing.
  • Management of several departments and sample processing simultaneously (evening, night and weekend shifts).
  • Ensured compliance with regulatory standards, participating in regular audits and maintaining up-to-date documentation.
  • Maintenance, calibration, quality control and correlation of multiple instruments used for biomedical analysis.
  • Analysis of results for precise and accurate medical reports and escalating issues in accordance with quality assurance protocols
  • Training and coaching of new employees as well as teaching and supervising students in multiple departments.
  • Revision and improvement of hematology protocols with accordance to demands and needs of clinicians.
  • Close contact with superiors and physicians to improve the efficiency of the Hematology Department by revising protocols to reflect quality assurance demands.
  • Quick and conscientious decision-making to ensure specimen routing and analysis.
  • Regular contact with instrument suppliers (e.g. Beckman, Sebia, Ortho-Diagnostics) and troubleshooting of faulty analyzers.
  • Involvement in the development and commissioning of new instruments and laboratory techniques.

Education

College Technical Diploma - Medical Laboratory Technology

Collège Rosemont
Montreal, QC
05-2011

Bachelor of Science - Microbiology And Immunology

University of Montreal
Montreal
04-2009

Skills

  • Performance optimization
  • Troubleshooting and problem resolution
  • Active listening
  • Customer service
  • Time-management
  • Ability to work under pressure
  • Team spirit
  • Quick learner
  • Reliable, organized, respectful, responsible
  • Adaptable to change

Certification

  • Ordre professionnel des Technologistes Médicaux du Québec

Timeline

Technical Support Specialist

Sebia Diagnostics Canada
05.2023 - Current

Medical Laboratory Technologist

McGill University Health Center, MUHC
06.2011 - 05.2023

College Technical Diploma - Medical Laboratory Technology

Collège Rosemont

Bachelor of Science - Microbiology And Immunology

University of Montreal

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Karina Riccio