Christopher Ward
Service Engineer
Navan
Summary
Dedicated and results-oriented IT professional with 3 years of experience at Microsoft and Nuance, specializing in Dragon Medical Workflow Manager, Dragon Medical One, and Winscribe. Seeking a challenging Customer Success position to leverage my technical expertise, communication skills, and commitment to ensuring client satisfaction.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
Work History
Service Engineer
Microsoft Corporation
Dublin
08.2023 - Current
- Provided exceptional technical support to customers using Microsoft's Dragon Medical Workflow Manager, Dragon Medical One, and Winscribe solutions
- Collaborated with cross-functional teams to troubleshoot and resolve complex technical issues, ensuring minimal downtime and customer satisfaction
- Conducted product training sessions for clients and internal staff to enhance product knowledge and improve customer support
- Acted as a liaison between customers and development teams, conveying customer feedback and contributing to product improvement efforts
- Maintained detailed documentation of support interactions, issue resolutions, and customer feedback to drive process improvements
- Performed 24/7 shift rotations to provide after-hours support and ensure uninterrupted service to critical clients.
- Completed pre-implementation testing for new system modifications to assess potential impacts.
Technical Support Engineer
Nuance Communications, Inc
Dublin
02.2020 - 08.2023
- Supported healthcare professionals in the implementation and use of Dragon Medical Workflow Manager, Dragon Medical One, and Winscribe software
- Diagnosed and resolved technical issues through phone, email, and remote desktop support, maintaining a high level of customer satisfaction
- Collaborated with the product development team to identify and prioritize feature requests and bug fixes based on customer feedback
- Conducted product demonstrations and training sessions for clients and internal teams, contributing to user adoption and product success
- Managed and escalated support cases as necessary to ensure timely resolution, including coordinating with tier 2 and 3 support teams
- Assisted in the creation of support documentation, knowledge base articles, and troubleshooting guides to empower users to self-solve common issues.
- Served as primary point of contact for support relating to owned solutions and products.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Completed pre-implementation testing for new system modifications to assess potential impacts.
Care Assistant/Chef/Food Attendant
HSE
Navan
07.2012 - 10.2023
- Planned, prepared, and served meals and snacks according to prescribed diets.
- Scheduled and accompanied clients to medical appointments.
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Documented residents' mental status, sleep, and eating patterns in medical record books.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Built strong relationships with clients to deliver emotional support and companionship.
- Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Education
CompTIA - A+ Ce Certification
Ecollege
Maynooth 10.2020 - 12.2020
CompTIA - Network+ Ce Certification
Ecollege
Maynooth 01.2021 - 04.2023
MTA - Security Fundamentals
Ecollege
Maynooth 04.2021 - 06.2021
Skills
Software Debugging
undefinedCertification
CompTIA A+ ce Certification
Timeline
Service Engineer
Microsoft Corporation
08.2023 - Current
MTA - Security Fundamentals
Ecollege
04.2021 - 06.2021
CompTIA - Network+ Ce Certification
Ecollege
01.2021 - 04.2023
CompTIA - A+ Ce Certification
Ecollege
10.2020 - 12.2020
Technical Support Engineer
Nuance Communications, Inc
02.2020 - 08.2023
Care Assistant/Chef/Food Attendant
HSE
07.2012 - 10.2023
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