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.• Provided business process support by understanding existing business processes, and offering advice, implementation of changes or reconfiguration to meet business objectives.• Coordinated any temporary changes to service levels required (i.e. extra support hours required by the customer, reduced Levels of Service over a period of maintenance required by the IT provider etc.).

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• Utilized Summit-D methodology to provide a flexible framework for the integration of current technology into the applications development 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 authorities, and provided user support ensuring dossier filing timelines were met. Manage, design, and support Intranet sites within Pharma Development• 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.• Execute application and integration test scripts.• Managed the global rollout of the CoreDossier Production System upgrade.• Project Manager for Study Management Intranet website including instructing staff and training from initial consultation through development, design, launch and subsequent updates.• Supported Clinical Science staff with using FrontPage and coding HTML in updates for the global intranet web site.