Served as the primary incident escalation point for our Customers. Provide effective incident resolution with enthusiastic customer service. Provide training for customers and created training material for them. Spun up VMs in different Cloud technologies to do creative trouble-shooting, in order to provide world class support. Communicate updates with customers on outstanding critical issues. In addition, assisted the Quality Assurance team in testing the product and making suggestion on the product should behave.

Analyzed business requirements, software requirement specifications to create test validation test plans; perform manual testing on web based application. Work in an Agile development environment with frequently changing requirements and features. Ran automated scripts to assist in facilitating the testing of system requirements.

Responsible for facilitating Team Members in a large, fast-pace environment to provide training as well as assistance in Microsoft Office Applications, backing up data (by creating scripts)ÿ, removing Viruses and setting up Wireless connections. Trains, coaches and develops staff to ensure a world-class level of productivity and accuracy. Utilize leadership skills to create and promote an environment where employees are engaged, empowered, and committed to the success of the company. Actively seeks to continuously improve the policies, procedures, and processes for the department. Troubleshoot issues such as AVI, Windows, MAC hardware.

Create validation project plans, performance qualification, and final validation report. This includes the assignment of workload, scheduling of validation activities, and coordination of relevant project team members and review of all validation results. Liaise with project managers in the testing and implementation of internally developed systems. Work closely with the Project Manager to take calls from clients and monitor Clinical Operations. Using Microsoft SQL Server 2008 to write detailed SQL Code to test software processes and to manually load data into the tables. Ensure that all testing activities have been executed and the program/software is ready to be moved into Production.Train other department members on ICON SOPs, appropriate regulations and Good Clinical Practice. Plan and conduct validation activities for assigned projects. Train other department members on the implementation of validation activities. Ensure that supporting documentation and testing results are formally recorded and reported and that resolutions are implemented effectively. Keep the Validation Manager informed of any validation issues within the department or that will require attention. Coordinate and advise others, write stored procedures to assist in testing IVRS systems.