Summary
Overview
Work History
Education
Skills
Accomplishments
Application Highlights
Timeline
Generic

Patricia Brown

SAINT LOUIS

Summary

Dynamic professional with a proven track record in exceptional leadership, collaboration, customer service, and problem resolution. Strong ability to adapt to diverse roles and responsibilities with agility and effectiveness. Skilled in both independent and team-oriented environments, consistently driving toward the achievement of organizational goals. Committed to fostering positive relationships and delivering results that exceed expectations.

Overview

19
19
years of professional experience

Work History

Database Support Analyst

Quest Diagnostics
06.2016 - Current
  • Process requests for the Laboratory Information Systems (LIS)
  • Produces medical reviews, investigates, and evaluates data across various Laboratory Information Systems (LIS)
  • Converts and clarifies specifications provided by technical department supervisors, managers, directors, and medical staff
  • Examines and resolves issues raised by technical and medical personnel regarding test build modifications and test mapping
  • Assesses the precision of data submitted to the database department and the reliability of test information shared with clients, tested through different systems, and incorporated into LIS
  • Acts as a liaison between lab services, technical departments, and Test Database staff to facilitate updates for new and enhanced testing and projects
  • Ensures quality control of test information in client communication drafts for correctness before dissemination
  • Manages the changes from the Best Practice Team originating from the National Standard Database or other internal technical resources
  • Adheres to the policies, guidelines, directives, and standards set by Quest Diagnostics management regarding the use of LIS databases and communication of database test modifications and new tests
  • Undertakes additional duties related to the role or as assigned by leadership

Manager, Help Desk

Quest Diagnostics
04.2013 - 03.2015
  • Managed between 12 to 20 first-level technical support team analysts focused on connectivity, delivery, service, and assistance
  • Upheld performance standards and procedures established by corporate policies
  • Enhanced productivity through a combination of coaching and acknowledgment
  • Held individual meetings to discuss key performance indicators (KPIs) and identify training opportunities
  • Made decisions regarding the delegation of tasks and special projects
  • Conducted biannual and annual performance evaluations and salary assessments
  • Recruited, hired, and onboarded both full-time and contract staff
  • Organized training sessions for new hires, refresher courses, and annual compliance for all employees
  • Controlled costs and overhead by closely monitoring overtime and managing expenditures
  • Directed monthly staff meetings, creating agendas and facilitating open communication
  • Organized and participated in conference calls, supporting the progress of individual and team initiatives
  • Managed projects, ensuring optimal resource allocation and team engagement
  • Collaborated with colleagues across diverse teams to improve standard operating procedures, tools, and technologies
  • Served as a liaison between cross-functional teams to address and resolve issues
  • Procured hardware and software from various suppliers ensuring operational needs were met
  • Communicated initial service disruption notifications
  • Promoted to Manager from Team Lead in April 2013, being recognized for leadership and expertise

Team Lead, Help Desk

Quest Diagnostics
10.2008 - 04.2013
  • Managed between 12 to 20 first-level technical support team analysts focused on connectivity, delivery, service, and assistance
  • Upheld performance standards and procedures established by corporate policies
  • Enhanced productivity through a combination of coaching and acknowledgment
  • Held individual meetings to discuss key performance indicators (KPIs) and identify training opportunities
  • Made decisions regarding the delegation of tasks and special projects
  • Conducted biannual and annual performance evaluations and salary assessments
  • Recruited, hired, and onboarded both full-time and contract staff
  • Organized training sessions for new hires, refresher courses, and annual compliance for all employees
  • Controlled costs and overhead by closely monitoring overtime and managing expenditures
  • Directed monthly staff meetings, creating agendas and facilitating open communication
  • Organized and participated in conference calls, supporting the progress of individual and team initiatives
  • Managed projects, ensuring optimal resource allocation and team engagement
  • Collaborated with colleagues across diverse teams to improve standard operating procedures, tools, and technologies
  • Served as a liaison between cross-functional teams to address and resolve issues
  • Procured hardware and software from various suppliers ensuring operational needs were met
  • Communicated initial service disruption notifications

Help Desk Analyst

Quest Diagnostics
03.2006 - 10.2008
  • Assisted clients with concerns related to proprietary electronic products and services offered by Quest Diagnostics.
  • Ensured a clear and consistent customer experience by using language that is easily comprehensible for non-technical users.
  • Conducted thorough troubleshooting and escalated technical problems as necessary.
  • Kept precise records of incidents and experiences by entering them into the ticketing system.
  • Employed call tracking software to log, monitor, escalate, resolve, and close helpdesk calls.
  • Verified the identity of internal employees and unlocked network accounts through Active Directory.
  • Provided training for individuals and groups of employees on both new and existing processes and procedures.
  • Organized and prioritized issues effectively to meet deadlines.
  • Assisted clients remotely using tools such as WebEx and Dameware.

Education

BA - Business Administration

Lindenwood University
St. Charles, Missouri

Diploma -

Affton Senior High School
St. Louis, Missouri

Skills

  • Leadership

  • Collaboration

  • Adaptability

  • Agility

  • Incident Management

  • ITIL Processes

  • Application Support

  • Support Ticketing Systems

  • Independent Work

  • Teamwork

  • Laboratory Information Systems (LIS)

  • Test Build Modifications

  • Test Mapping

  • Quality Control (test information)

  • Change Management

  • Customer Services

  • Problem Resolution

  • Data Investigation

Accomplishments

  • Improved case submission cycle time from 70% to 90%, directly contributing to the team's achievement of its 1x goal
  • Reduced number of revised cases from 3.2% to less than 1%
  • Identified and implemented process improvements to enhance the procedure of database submissions
  • Fostered strong partnerships with cross-functional teams, thus leading to positive recognition

Application Highlights

  • Web Ex
  • Service Manager (Knowledge Management)
  • Active Directory
  • PeopleSoft
  • Clarity (Time Management)
  • Cap Ex
  • Concur
  • LIS (Lab Information Systems)
  • CMS (Call Monitoring Systems)
  • Workforce Management Suite
  • Kronos
  • Stock Clerk
  • WFM (WorkForce Management)
  • Vendor Management System-IQN
  • MS Teams
  • MS Access
  • MS Edge
  • MS Excel
  • MS Windows 10
  • MS Outlook
  • MS SharePoint
  • MS Word
  • OFMS
  • QTIM
  • Electronic Batch System (eDBR)
  • Zoom

Timeline

Database Support Analyst

Quest Diagnostics
06.2016 - Current

Manager, Help Desk

Quest Diagnostics
04.2013 - 03.2015

Team Lead, Help Desk

Quest Diagnostics
10.2008 - 04.2013

Help Desk Analyst

Quest Diagnostics
03.2006 - 10.2008

BA - Business Administration

Lindenwood University

Diploma -

Affton Senior High School

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Patricia Brown