1. Mark M. Ganong
61 Wells Street
Fox Lake, IL 60020
Phone: 847-650-4162
Email: liteman502@yahoo.com
Objective: To obtain a challenging position where my education and developed skills are best utilized by a dynamic and evolving company.
Kunes Country Auto Group
Position: SalesConsultant - June 2014 to present
*New and Used Private Vehicle and Commercial Truck Sales Consultant Certification
*Master Ford Certified Sales Consultant
*Dealership Vin Solutions System Operations Proficient
*FMC Dealer Locator SystemProficient
National Athletic Club
VP and Manager – Feb 2013 to Feb 2014 (one yearunpaid volunteerPosition)
*Managed and Trained staff for daily operations and special events
*Maintained licensing and inspection requirements by local and state authorities.
*Account management and reporting to Directors and Members of the Club.
*Building maintenance and upgrades.
*Inventory control and new product introductions.
Gift of Hope Organ and Tissue Network – Itasca, IL
Position: DonorResource CenterSupervisor– July 2012 to Oct 2012
* Trainee for all duties surrounding call center and documentation requirements surrounding organ and tissuedonation.
* Responsible for Call Center operations and Intake of reporting calls from Hospitals regarding thedeath of a patient for organ and tissuedonation
prospects.
* Payroll review, approvals and staff scheduling
* Review of current employeelive call audits and passivemonitoring of incoming call volume and staff status.
* Master controldocumentation review.
Sysmex America, Inc. - Mundelein, IL
Position: Technical Assistance Center Supervisor- Jan 2008 to Oct 2011
* Responsible for themanagement and support of up to 20 remote Technical Service Representatives supportingHematology and Urinalysis
Analytical instrumentation.
* Utilized SAP extensively to review direct report requests such as: Performance Reviews/Vacation/Working Time/Compensation/Employee
Reporting assignments/Bonus Levels/Expense Reporting. Exported data to Excel to sort and reduce data for preparation of charts/graphs for
review.
* Tracked and trended KPI's related to effectiveness of phoneresolution and internet remote troubleshooting efforts and maintained daily,
and monthly reports to measure objectives were being met.
* Proficient in Cisco phonesystem coordination and monitoring to determine the team effectiveness in a 24/7/365 environment.
* Key participant in real time Customer Survey development team to address customer concerns and maintain core business retention efforts.
* Managed customer Remote Access Calibration team to ensure customers maintain calibration regulatory compliance requirements.
* Managed and directed resolution efforts for customers during launch phaseand thelife of their relationship with Sysmex.
* Developed introductory training for DM96 slide reader troubleshooting during product launch.
* Coordinated training for new product introductions.
* Worked effectively to manage requests from other departments regarding technical, supply, and interpretation of Peer Group Quality Control
results to determine if onsite service events were warranted.
Heartland Blood Centers - Aurora, IL
Position: Assistant Directorof Donor Services - July 2006 to July 2007
*Responsible for staffing, management, and scheduling of 14 Blood Center collection activities within established framework of Heartland's
Objectives, policies, and philosophy.
*Responsible for planning fixed site operations for optimal efficiency in Automated Aphaeresis and Whole Blood donor selection while maintaining
strong customer service levels and donor satisfaction while ensuring safety and quality of work procedures and environment.
*Must relateeffectively with all levels of Inter and Intra-departmentalstaff, Vendors, FDA and other regulators. In the absence of the Director of
Donor Services, be able to take charge, make decisions and facilitate daily operational needs as necessary.
Baxter Healthcare Corporation - Deerfield, IL
Position: Corporate Product Surveillance - Team Leader: April 2005 to April 2006
* Lead up to 30 staff members in the Global Complaint Handling process to ensure regulatory compliance including the timely submission of
MDR/ADR/ASR FDA reporting requirements.
* Supervised and managed up to 30 Quality Product Surveillance professionals across three divisions and global coordinators for daily operations.
* Strategically develop, communicate, and track Performance Management Objectives and personal development goals to staff to assess performance
and determine annual compensation and bonus levels.
* Prioritize workflow to ensure that department goals are met and consistently meet all regulatory and customer satisfaction requirements.
* Core Team Leader for the development of user requirements and process mapping for theGlobal Complaint Handling Software program.

2. * Ensure that all training requirements have been met for staff members within thescope of their Job Description roles and responsibilities.
* Actively participatein the interview process to select qualified professionals and/or contractors to establish and maintain sufficient staffing levels to
achieve department goals.
* Utilize SAP for Individual and Team Performance Reviews/Vacation/Working Time/Compensation tracking.
Position: Corporate Product SurveillanceAssociate III - June 2002 to April 2005
* Manage theGlobal Complaint process for CorporateProduct Surveillance to ensure proper handling of product lines in compliance with regulatory
requirements for Non-Reportableand MDR/ADR complaint handling/reporting.
* Interaction with Sales and Marketing, R&D, Engineering, R&QE, Clinical Education, manufacturing facilities and other groups to resolve quality
issues.
* Lead contact for large customer communications with the National Headquarters of the American Red Cross - Supplier Quality Department.
Responsibilities included maintaining a strong relationship that ensured that all contractual agreements with the Transfusion Therapies Division
were managed within expectations. This relationship was in part responsible for thecontinued and expanding business opportunities with this
strategic customer.
* Utilize SAP for Individual Performance Reviews/Vacation/Working Time/Compensation information.
Position: ClinicalConsultant - February 2000 to June 2002
* Facilitator of In-House and On-Site customer training for the Amicus Apheresis Blood Separator product line.
* Provided clinical/technical support/expertiseto internal and external customers by responding to and documenting inquiries received on the
Clinical/ Technical and Product Information hotline across all Transfusion Therapies products in accordance with corporatepolicies/guidelines.
* Identify customer issues and determine a solution or refer to appropriatedepartment for continued follow up.
* Strong knowledge of regulatory reporting requirements for Blood collection.
* Provide customer feedback to Sales, Marketing and R&D teams on product design for new and existing products.
Position: Quality Specialist - September1997 to February 2000
* Responsible for themanagement of theglobal complaint process across the Transfusion Therapies product lines.
* Meet customer requirements with regard to responsiveness to product failures and effectively communicate with Sales, Marketing, R&D, and
Clinical
Education, and Manufacturing facilities to respond to quality concerns related to the Transfusion Therapies product lines.
Position: Laboratory Team Leader - March 1990 to September1997
* Responsible for managing 20 plus professional laboratory technicians in a high volume plasma and whole blood testing
laboratory. Other responsibilities included Statistical Process Control, Equipment Validation and Maintenance.
* Evaluate testing requirements, work flow, assign special projects, monitor and conduct in house training.
* Lead Auditor for Internal Assessment Team
* Chemical Hygiene Officer and Safety Team Member and Trainer.
* Training facilitator for groups up to 50 participants.
* Performance, evaluation, and implementation of disciplinary reviews.
Medical World Laboratories - River Forest, IL.
Position: Medical Lab Technician - September1989 to March 1990
* Performed general laboratory testing in small reference laboratory
* Quality control testing and release of test results
Mutual of Omaha Insurance - Eau Claire, WI.
Position: SalesRepresentative - January 1987 to October 1991
* Agent of the year 1988
Mile Bluff Medical Clinic - Mauston, WI.
Position: Laboratory Supervisor - December1984 to January 1987
* Supervisor responsible for all laboratory operations.
* Performed cost analysis and worked with vendors to assess, acquire and validate laboratory equipment to achieve a higher level of testing
capabilities and achieve a profitable revenue stream.
Military: U.S. Navy Nuclear Submarine Force
Position: Auxiliary SystemsMachinist – January 1976 to January 1980
* Maintained and operated Auxiliary Diesel Power Supply System, Hydraulic, Low/High pressurepneumatic systems, Oxygen
Generation and Atmosphericcontrol equipment.
* On board assistant to Medical Officer
* Damage control specialist responsiblefor training and maintenance of damage control equipment for 100% readiness.
* Earned 2 commendations for superior performance of duties.
Education/Skills: A.A.S. MedicalTechnology: 1984 Graduate ChippewaValley Technical Institute, Eau Claire, WI. ASCP Registry # 35776
* Proficient in use of SAP, Cisco Systems/Historical Reporting, CallRex, Excel 2007/2010, MSOffice 2010, Outlook and Metrixtracking/reporting
systems, VSS Scheduling system, RMSsystemfor information input to track Donation progress.