SUMMARY

 

IT Professional focused on solving technical challenges and providing excellent customer service.  Experienced in application implementation and support, consulting, training, product and vendor management, and continuous process improvement. 

 

OBJECTIVE

 

To obtain a position as an individual contributor on a collaborative technical team wherein my technical aptitude can be nurtured and my problem solving skills consistently utilized.

 

IT EXPERIENCE

 

2/13 – 12/13Director of Service Management

Yorktel,  Eatontown, NJ

 

Direct core foundational business processes in support of Service Delivery and Operations including but not limited to:  managed services and cloud application support, vendor and contract management, technical writing, training, customer invoicing and financial gap analysis, internal and external reporting, and process improvement.

·   Product management and application support of call scheduling and launch and reporting software

·   Complete financial audits of customer base

·   Analyze and refine SLA and technical reporting

·   Manage team of 5 analysts

 

7/10 – 5/11Senior Consultant I – ViewPoint Implementation Services

Octagon Research Solutions Inc., Wayne, PA

 

Performed as Lead Consultant, Technical Lead, Project Manager, Business Analyst and Training Coordinator for phased, global implementation of ViewPoint Quantum for Submission Management at Tier 1 pharmaceutical company.  Assisted Product Development team using prior Content Management expertise to enhance product’s integration with Documentum and strategy for SharePoint integration.

·   Led team of three consultants and developed relationships with Process Consulting, Product Development, and upper level management to deliver initial release

·   Led client requirements definition sessions, consolidated and analyzed results against Quantum capabilities

·   Studied regional and country-specific regulatory guidance for EU and Japan to develop additional internal business requirements for Quantum

·   Delivered internal and client-centric product enhancement requests to Product Development and negotiated timelines for implementation

·   Updated ViewPoint Project Management Methodology for Quantum implementations

·   Revised training approach to better align with Quantum Project Methodology and created training materials

·   Configured initial client Quantum implementation and Correspondence Tracking proof of concept

 

4/09 – 7/10Infrastructure Management Senior Analyst – Enterprise Collaboration and Content Management

Merck & Co., Inc., Blue Bell, PA

 

Provided architecture and engineering support to the Enterprise Collaboration Platform including the SharePoint infrastructure for Enterprise Team Collaboration, 3^rd party web parts, custom code and configurations.  Acted as Construction Manager, Solution Architect or Technical Analyst as needed. 

·   Managed the migration of the global SharePoint platform from 32 to 64 bit

·   Reviewed and updated all technical documentation

·   Managed the on-time delivery of the upgrade of the global SharePoint platform including the release of two third party web part packages, custom code and default template redesign, utilizing Merck’s defined Process Excellence (CMMI, ITIL and SDLC) Project Management methodology.  Additionally, developed or managed development of all key documentation including project plan, test plan and cases, high and low-level design

·   Pro-actively assisted Team Lead in resource and release planning and tracking, and acted as key vendor liaison

 

12/08 – 4/09Delivery Manager to Global Human Health – Enterprise Collaboration and Content Management

Merck & Co., Inc., Blue Bell, PA

 

Managed the portfolio and delivery of Enterprise Collaboration and Content Management solutions to Merck’s Global Human Health (GHH) division including Field Sales.  Excellence Award received for outstanding service and implementation.

·   Delivered SharePoint-based communication platform for Field Sales force (5,000+ personnel)

·   Managed financial health of ~$1.3M Enterprise Search initiative for EMEAC region

·   Managed Solution Architect, Technical Analyst and Construction Manager roles supporting GHH delivery

 

9/07 – 12/08Service Management Senior Analyst – Enterprise Collaboration and Content Management

Merck & Co., Inc., Blue Bell, PA

 

Led Service Management initiatives, across ECCM, globally:

·   IT Process Excellence: Project Manager for ITIL/CMMI process alignment, metrics collection and reporting 

·   Vendor Management: Negotiation and tracking of product and professional services (procurement and sourcing) and operational support across multiple vendors with 110+ contingent staff globally

·   Financial Management: Supported forecast development and actual tracking against $22M supply/demand, capital/expense budget including chargeback and accruals, software and hardware licensing and maintenance, and professional services.  Negotiated a $750k reduction in EMC/Documentum licensing

·   Service Delivery:  Developed business cases and chargeback policies to grow, replace or enhance services with a focus on the reduction of total cost of ownership and increase in return on investment

·   Service Management Portal:  Used technical and functional expertise to support development of an end-to-end Service Management portal utilizing SharePoint 2007 and Microsoft Excel Services 

 

3/07 – 09/07Infrastructure Management Senior Analyst – Enterprise Collaboration and Content Management

Merck & Co., Inc., Blue Bell, PA

 

Provided project and people management as well as technical and engineering support to Merck internal webcasting infrastructure team.  Identified and facilitated process improvement initiatives across Enterprise Collaboration and Content Management, ECCM.

·   Managed 2 full-time staff and 2 full-time contractors (1 in Asia Pacific) during 16 simultaneous projects including an aggressive proof of concept to replace video streaming portal infrastructure

·   Supported webcasting (CDN) infrastructure troubleshooting and replacement initiative

·   Decreased ECCM engineering caseload by 25%

 

6/05 – 3/07Infrastructure Management Analyst – Enterprise Collaboration and Content Management

Merck & Co., Inc., West Point, PA

 

Provided project management, engineering and operational support for Documentum Infrastructure and adjunct services.

·   Primary engineering support for Silas Reveille (Win2k3/IIS) and Documentum web applications (Win2k3/Tomcat) installation/maintenance, load balancing and high availability (60+ servers including Docway Web Services). Excellence Awards received for outstanding service and infrastructure upgrade

·   Presented at EMC/Documentum Momentum Conference 2006 in Anaheim, CA

·   Led Global Documentum Infrastructure efforts including communications, status reporting, procurement and project management, as grade 7, when grade 6 Lead position was vacated and grade 4 Manager was on leave

·   Spearheaded Process Improvement efforts.  Proactively identified, analyzed, categorized, prioritized, facilitated/managed, implemented and communicated process improvement initiatives.  Excellence Award

 

8/02 – 6/05Project Manager / Senior Publishing Production Coordinator – Worldwide Regulatory Operations

Merck & Co., Inc., Blue Bell, PA

 

Provided business analysis and project management support, to internal and external compliance and process optimization efforts focused on Operations Management and the processes and technology associated with the manufacture of regulatory dossiers.

·   Managed Worldwide Regulatory Affairs and Product Safety Implementation Team activities for 21 CFR Part 11 Compliance from system identification and assessment through remediation

·   Managed project scoping and requirement gathering, FRS/SDS approval, development and implementation of a globally-accessible, web-based subsidiary profile application for the capture of clinical study and quality assurance information.  Excellence Award received for extraordinary dedication and support

·   Managed activities leading to and utilized technical expertise in design and implementation of an internal, Outlook based, electronic notification system for Headquarters releases resulting in significant cost and FTE
savings ($83,632 and 382 FTE days).  Two Excellence Awards for extraordinary service received and nominated for division-wide 2004 Process Optimization Initiative Award

·   Managed cross-departmental pilot program for use of MS Word based collaborative software, for the revision and approval of Regulatory SOPs.  Excellence Award received for superior project management

·   Project Manager for the Electronic Dossier (eDossier) Change Control Board

·   Co-Chair of the eDossier Development Team, the Process Technology Forum and the eCTD Lifecycle Management Sub Team

             

6/00 – 3/02Management Consultant – Remote Technical Architecture Services (rTAS)

PwC Consulting, Philadelphia, PA (A business of PricewaterhouseCoopers.)

 

Maintained server and desktop instances for the rTAS group, including networking, operating systems, upgrading and patching while providing top-notch customer service to top-tier clients for bleeding edge eCommerce solution implementations. Specifically, lent expertise to proof of concept testing for remote clients with Commerce One products including Fortune 500 and foreign companies.

·   Designed architecture for, installed, and configured Commerce One MarketSite eCommerce Web Portals, Buysite Procurement systems and the SAP and Commerce One Joint Solution:  MarketSet

·   Technical Lead for the first-ever Global Trading Web (GTW) effort with PwC India and PeopleSoft

·   Technical/Team Lead for the implementation of internal SAP MarketSet.  Certification:  SAP MarketSet 2.0

 

TRAININGProblem Solving and Decision Making (Kepner-Tregoe)

Achieving Service Excellence (Forum)

Requirements Definition and Introduction to Process Modeling (Myers & Associates, Inc.)

Applying Process Mapping to Analyze and Improve Your Operation (AMA)

Project Management Principles & Practices (Management Worlds, Inc.)

 

EDUCATION5/04 – 12/06  MS: Information Science GPA:  3.86
The Pennsylvania State University Graduate School at Great Valley

8/95 – 12/99  BS: Biology, Vertebrate Physiology; Minor:  Neuroscience  GPA:  3.29

The Pennsylvania State University, University Park

 

HONORS ANDJames J. Kerrigan Memorial Scholarship (Merck & Co., Inc.)

AWARDSGolden Key National Honor Society, Phi Eta Sigma National Honor Fraternity

President - Omicron Delta Kappa National Leadership Fraternity

Lion Ambassadors Student Alumni Corps, Captain - Dance Marathon Security Team