Bettsy Mayes Email & Phone Number

NJ

Nutley, NJ

• Accountable for end-to-end Service Management and Operational delivery for global dossier authoring/publishing system and tools.
• Managed incident, problem, change, and release management processes following Information Technology Infrastructure Library (ITIL) framework.
• Created, negotiated and implemented Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) with customers and infrastructure delegates, along with underpinning contracts with vendors.
• Facilitated change control board meetings and managed overall change requests.
• Monitored and amended budgets based on variability of demand or steadiness of a service.
• Worked with cross-disciplined groups to assess system and people impacts of process changes.

Nutley, NJ

• Managed customer relationships within global regulatory, CMC regulatory and labeling business domains. Provided 2nd and 3rd level support for Global Authoring and Publishing Solution Center.
• Managed external consulting company to ensure timelines are met
• Provided direction, set milestones, allocated responsibility, and drive towards successful implementation
• Assisted in change request impact analysis
• Managed and monitored issue tickets and logs
• Identified prospective improvements to applications received from customer response and gained knowledge of the business process

Nutley, NJ

Managed several interal upgrade projects (Acrobat, CoreDossier, Documentum). Provided 2nd level support to business domain. In-depth knowledge of regulatory requirements as they pertain to creation of NDA submissions and global dossiers.

• Application Manager for RAPID. Supported a global document management/publishing system consisting of, Documentum and CoreDossier, which provided both paper and electronic submissions to global regulatory health.
• Managed the technical infrastructure of the system to ensure that the business goals and timelines were being met.
• Collaborated with global counterparts to resolve system-related issues, and provided feedback to vendors/developers as needed.
• Coordinated software upgrades and new releases with system users, IT service providers, and helpdesk groups.
• Performed Documentum and CoreDossier system administration and maintenance.
• Designed and implemented intranet website for communication information between the RAPID community.