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iLab Services Team

Agilent takes pride in its software and services. We believe that outstanding customer service is critical to our success. Every iLab customer has access to a dedicated and experienced Professional Services team to help with implementation, integration and on-going customer support.

Customer Support

Jess Evans, Manager of Institutional Support

Jess works closely with institutions that have already implemented the iLab software. She offers assistance with any changes at the institutional level as well as informs and supports the institution of any functional changes within the software. Jess also works closely with iLab's support team by helping field support tickets and answer any support-level questions.

Prior to supporting the iLab Operations Software, Jess worked as a Naturalist at Kentucky State Parks developing and leading the environmental education program for three years. Before working for parks, she assisted the Army with remaining in compliance with historic preservation laws at Fort Knox Army Installation. She received her B.A. and Masters of Science in Anthropology at Purdue University in West Lafayette, Indiana.

Vinod Rajendran, Manager of Core Support

Vinod focuses on providing customers technical support related to the iLab Core Facility and Lab Management tools. He is the point person for escalation of Core support issues. Vinod also conducts analyses to determine support request trends, works directly with iLab Engineering to manage critical issues, sets support strategies, and helps train and mentor new support associates.

Prior to supporting the iLab Operations Software, Vinod worked as a Geographer and Content Editor at Expedia Inc. and as a Quality Control Specialist at Google Maps. Vinod earned his B.A. in Geographic Information Systems from the University of Washington.

Jennifer Seger, Senior Customer Support Associate

Jennifer is a Senior Associate on the iLab Customer Support team. She focuses on providing customers technical support related to iLab Core Facility and Lab Management tools. As a Senior Associate, Jennifer also conducts analyses to determine support request trends and identify underlying issues, and helps train and mentor new support associates.

Prior to supporting the iLab Operations Software, Jennifer worked in customer service at Amazon where she provided technical support as a Kindle Digital Specialist. Jennifer graduated with a B.S. in Public Health from Central Washington University.

Sophia Katsarova, Support Associate, EU

Sophia is an Associate on the iLab Customer Support team. She focuses on providing European customers with technical support related to iLab Core Facility and Lab Management tools.

Sophia has previously worked with customer service departments of several renowned companies in Bulgaria and the United States. In addition, she has worked as an English teacher in private schools. Sophia holds a Bachelors degree in Primary School Education, as well as her Masters in English philology.

Heather Meier, Support Associate

Heather is an Associate on the iLab Customer Support team. She focuses on providing customers technical support related to iLab Core Facility and Lab Management tools.

Prior to supporting the iLab Operations Software, Heather worked for Kroger and Whole Foods Market as a customer service manager and store trainer for nearly 10 years. Heather Graduated from Western State Colorado University with a BA in Biology with an emphasis in Secondary Education.

Implementations

Sarah Becker, Implementation Team Lead

Sarah serves as the Implementation Team Lead. In this role, she provides daily support to the Implementation Associate team where she oversees the IA selection, hiring, and training process. Sarah also guides in the development of departmental standards to ensure a successful deployment of the iLab software to its core facility customers.

Prior to supporting the iLab Operations Software, Sarah worked for Edward Jones as a Branch Office Administrator and in agency support for Farmer’s Insurance. Sarah brings over seven years of customer service experience building trusting and successful relationships. Sarah has a B.S. degree in Family and Consumer Sciences from Colorado State University in Fort Collins, CO.

Jessica Lewis, Project Manager

Jess serves as a Project Manager for institutions implementing the iLab core facility management system. In this role, she communicates regularly with customer Project Managers and coordinates internal Agilent resources to ensure a successful deployment process.

Prior to supporting the iLab Operations Software, she worked as an assistant manager with Nordstrom, and also previously held positions with Starbucks and Farmers Insurance. Jessica earned her B.S. in Restaurant and Resort Management from Colorado State University in Fort Collins, CO.

Michaele Preston, Project Manager

Michaele serves as a Project Manager for institutions implementing the iLab core facility management system. In this role, she communicates regularly with customer Project Managers and coordinates internal Agilent resources to ensure a successful deployment process.

Prior to supporting the iLab Operations Software, Michaele worked as an elementary school teacher as well as an advisor to adult students at the university level. Michaele graduated with a BA in English and a M.Ed. in elementary education.

Jessie Brown, Project Manager

Jessie serves as a Project Manager for institutions implementing the iLab core facility management system. In this role, she communicates regularly with customer Project Managers and coordinates internal Agilent resources to ensure a successful deployment process.

Prior to supporting the iLab Operations Software, Jessie worked for the largest employers association in the nation as a custom opinion surveys specialist. She earned her B.S. in Mathematics from the University of Northern Colorado.

Kimberly Powell, Project Manager

Kim serves as a Project Manager for institutions implementing the iLab core facility management system. In this role, she communicates regularly with customer Project Managers and coordinates internal Agilent resources to ensure a successful deployment process.

Prior to supporting the iLab Operations Software, Kim worked as the Marketing Director for Truvu Marketing in Scottsdale, Arizona. Kim has a Human Resource Certificate from the University of Phoenix.

Lisa Wong, Project Manager

Lisa serves as a Project Manager for institutions implementing the iLab core facility management system. In this role, she communicates regularly with customer Project Managers and coordinates internal Agilent resources to ensure a successful deployment process.

Prior to supporting the iLab Operations Software, Lisa worked as an Athletic Trainer helping people of all ages with prevention, evaluation, and rehabilitation of their injuries. She earned her B.A. in Kinesiology from the University of Colorado, Boulder and her M.S. in Exercise and Movement Science with and emphasis in Sports Medicine from the University of Oregon.

Danny Thomas, Project Manager

Danny serves as a Project Manager for institutions implementing the iLab core facility management system. In this role, she communicates regularly with customer Project Managers and coordinates internal Agilent resources to ensure a successful deployment process.

With over 16 years in retail, customer service and administrative positions, Danny has developed exceptional skills working directly with people to find creative solutions to unique problems. Danny has his Bachelor of Arts from Central Washington University.

Jenni Barton, Implementation Associate

Jenni serves as a Project Manager for institutions implementing the iLab core facility management system. In this role, she communicates regularly with customer Project Managers and coordinates internal Agilent resources to ensure a successful deployment process.

Prior to supporting the iLab Operations Software, Jenni provided customer service and help desk support at DataChambers in Winston-Salem, NC. Jenni earned her Associate's degree in Information Systems and Network Administration from Forsyth Technical College.

Audrey Bahrani, Implementation Associate

Audrey serves as an Implementation Associate, working with core facilities deploying the iLab software. She helps cores configure and customize iLab tools to fit their workflow and business operations. She also provides support in pre-populating data and training staff.

Prior to supporting the iLab Operations Software, Audrey worked for Starbucks as a manager and trainer for almost 10 years. She has a Bachelor’s Degree in International Studies with a concentration on Asian studies (specifically Japan) from Colorado State University. Audrey loves learning about other cultures, speaks Japanese, and some Arabic.

Melissa DeCandia, Implementation Associate

Melissa serves as an Implementation Associate, working with core facilities deploying the iLab software. She helps cores configure and customize iLab tools to fit their workflow and business operations. She also provides support in pre-populating data and training staff.

Prior to supporting the iLab Operations Software, Melissa worked as senior accountant in the construction industry. She has years of experience in construction, accounting, and business development. Melissa holds a B.A. in Business Management / Administration from Judson College.

Elliott Heigert, Implementation Associate

Elliott serves as an Implementation Associate, working with core facilities deploying the iLab software. She helps cores configure and customize iLab tools to fit their workflow and business operations. She also provides support in pre-populating data and training staff.

Prior to supporting the iLab Operations Software, Elliott worked for BASE Camp, Inc. in Fort Collins, CO as a Site Director, where he ran an elementary school enrichment program and helped design and lead a summer camp. He earned his Bachelors in Psychology from Washington University in St. Louis.

Amanda Casey, Implementation Associate

Amanda serves as an Implementation Associate, working with core facilities deploying the iLab software. She helps cores configure and customize iLab tools to fit their workflow and business operations. She also provides support in pre-populating data and training staff.

Prior to supporting the iLab Operations Software, Amanda's experience included customer service in non-profit and food industries. Amanda graduated with her B.S in Business Administration/Management from Colorado State University - Pueblo.

Seth Viney, Implementation Associate

Seth serves as an Implementation Associate, working with core facilities deploying the iLab software. She helps cores configure and customize iLab tools to fit their workflow and business operations. She also provides support in pre-populating data and training staff.

Prior to supporting the iLab Operations Software, Seth worked as a Real Estate Broker for GreyRock Realty, and as a Manager for Starbucks Coffee Company. Seth has over a decade in experience in creating deep rooted, meaningful, and productive relationships. He also holds a Bachelor of Science in Psychology from Colorado State University.

Stefanie Dunnegan, Implementation Associate

Stefanie serves as an Implementation Associate, working with core facilities deploying the iLab software. She helps cores configure and customize iLab tools to fit their workflow and business operations. She also provides support in pre-populating data and training staff.

Prior to supporting the iLab Operations Software, Stefanie worked as a teacher and as a co-owner of a small business with her husband. Stefanie graduated from Arizona State University with honors with a Bachelors degree in Sociology.

Thomas Viney, Implementation Associate

Thomas serves as an Implementation Associate, working with core facilities deploying the iLab software. She helps cores configure and customize iLab tools to fit their workflow and business operations. She also provides support in pre-populating data and training staff.

Prior to supporting the iLab Operations Software, Thomas taught for two years at Hunan University in Changsha, China. He graduated magna cum laude from University of Colorado Boulder with a Bachelor of Arts in English Literature and a minor in Philosophy. He earned a teaching certificate in Language Arts from Colorado State University.

Alina Lavric, Implementation Associate

Alina serves as an Implementation Associate, working with core facilities deploying the iLab software. She helps cores configure and customize iLab tools to fit their workflow and business operations. She also provides support in pre-populating data and training staff.

Alina has previously worked in customer service departments of several international companies in Moldova and United States. She has recently moved to Australia and worked as a Café Manager for 2 years. Alina received her Bachelor’s Degree in “Finances and Banks” and Master’s Degree in “Tourism Management and Development” at the Academy of Economic Studies of Moldova.

Julie Miller, Implementation Associate

Julie serves as an Implementation Associate, working with core facilities deploying the iLab software. She helps cores configure and customize iLab tools to fit their workflow and business operations. She also provides support in pre-populating data and training staff.

Julie graduated from Texas State University with a B.S. in Geography, emphasizing in Environmental Science and Biology. After working for the Bureau of Land Management in Alaska and at an Outdoor Environmental School in Minnesota, Julie returned to Texas to work at the Lewisville Aquatic Ecological Research Facility as an aquatic toxicologist. Julie also holds a Texas Teaching Certificate and taught middle school science and continues to run elementary aged school programs throughout the summer. After staying home with her four young children for the past several years, Julie is excited to start her new career with iLab.

Desislava Dimitrova, Implementation Associate

Desislaya serves as an Implementation Associate, working with core facilities deploying the iLab software. She helps cores configure and customize iLab tools to fit their workflow and business operations. She also provides support in pre-populating data and training staff.

Prior to supporting the iLab Operations Software, Desislava worked with Hewlett packard Enterprise and before that, with several companies in the HR field in Bulgaria. Desislava holds a BS degree in Psychology.