Heather Walker

Provided advanced Tier II technical support for clinical chemistry and hematology analyzers, resolving hardware, software, reagent, and operator issues through phone, email, and remote support. Coordinated Field Service dispatches to maximize instrument uptime and authored troubleshooting documentation and knowledge base articles.

Delivered advanced second-level support for hardware, software, reagent, and operator issues for clinical chemistry analyzers across communication channels. Led troubleshooting and dispatch coordination, maintained a technical support database, and developed training materials while supporting compliance with CLIA, COLA, and JACO.

Worked on menu expansion by identifying and closing gaps in customer assay offerings and partnering with internal teams and customers to implement solutions. Drove new product execution using Salesforce/CRM tracking and maintained compliance documentation for labor hours in Lotus Notes and Salesforce.com.

Supervised MLS operations including implementation of Quidel Solana and daily oversight of QC execution, correlations, linearities, and exception/correction review across hematology, blood bank, and microbiology. Performed blood bank transfusion justifications, managed instruments and supplies, generated reports and QA deliverables, and trained students and new employees.

Provided lead-level laboratory support, including implementation of multiple Quidel Sofia systems and oversight of statistics documentation and archiving. Conducted preventive maintenance and quality control, maintained and troubleshot physical equipment, and ensured report accuracy through specimen identification and critical value verification.

Coordinated QC/QA activities and performed testing and analysis of blood specimens across chemistry and hematology, including CAP testing and routine microscopic urine examinations. Trained students and new employees and completed cell counts/differentials and comparison studies.

Performed laboratory generalist work including QC/QA operations, testing and analysis across laboratory areas, reconciliation, and report production. Created and implemented procedures (including blood bank and Medtox updates), performed API testing and phlebotomy, and resolved specimen discrepancies while maintaining COLA compliance.

Performed laboratory tests and analyses across multiple specimen types, released patient results, and maintained documentation including laboratory policies and procedures. Trained employees and supported reporting, special projects, and routine monthly safety rounds.

Served as an in-lab generalist/technologist role with emphasis on blood bank testing, patient communication, QC activities, and compliance with CAP standards. Performed linearity and carryover studies, proficiency testing (TechChek, CAP, API), calibrations, preventative maintenance, troubleshooting, and complex ABO/Rh testing and antibody identification workflows.

Completed medical laboratory technologist training across multiple disciplines, including immunohematology, urinalysis, coagulation, chemistry, hematology, microbiology, serology, mycology, parasitology, and histology. Performed and reported routine and stat waived and moderately complex/complex tests, conducted phlebotomy, and supported microbiology/immunology testing on weekends.

Earned a Bachelor of Science in Medical Technology from Auburn University.

Completed training at Baptist Medical Center South School of Medical Technology.

Earned a Bachelor of Science in Laboratory Technology from Auburn University.