•Identify delivery excellence opportunities for continuous improvement•Develop, document, drive, and measure a process to improve the quality of Problem and Incident Management to steady state excellence. o Use Microsoft PowerForms and SharePoint functionality to drive a 12% increase in Problem Quality and 7% increase in Incident Quality•Utilize ServiceNow Dashboard functionality to create dashboards with meaningful reports, displaying real-time data, in support of continuous improvement activities•Create an Operational Performance Pack of 4 Functional Design Documents, intended to act as a “menu” of reports and their purpose for leadership to drive results•Create and drive a process to retain and track the resumes and qualification of over 400 personnel, using SharePoint, with 100% compliance•Ensure 100% compliance for over 100 audits in the highly regulated Life Sciences industry; this includes over 12 Regulatory Agencies and Sarbanes Oxley (SOX) controls•Drive over 100 Software Qualification Projects to completion using HP ALM, ServiceNow and SharePoint by effectively organizing meetings, creating documentation, providing a communication channel for the client, and ensuring compliance with all process documentation•Manage the content creation, modification, review, assignment and reporting for 29 training courses using Lectora Publisher and SABA reporting tools•Lead the qualification project for a ‘Good Practice’ rated Document Management System/Process, used to create, update, publish, and approve over 800 client-related and internal documentso Perform periodic reviews and updates on over 20 documents (SOPS, WIs, STDs) for the Compliance Office and assist document owners through the qualified document management process• Train 7 co-workers on 3 compliance office processes: document management, training management, on/offboarding management•Maintain strong working relationships, internally and client-facing, with all levels of management and peers

-Created a process and documentation around the retention and maintenance of a personnel qualification and resume SharePoint site-Provided metrics to illustrate the activity around the Personnel Qualification effort using Microsoft Excel-Provide support for regulatory inspections/audits (SOX, FDA, external, internal)-Supported the Software Qualification Process by effectively organizing meetings and communicating with numerous teams to ensure the timely delivery of qualified tools to the client-Supported the qualification of software by aiding in the creation of documentation used by the client to verify that tools being introduced into the environment have been successfully implemented-Supported the Software Qualification process by working with the client to update and maintain all related documents on a SharePoint site and effectively communicate all changes and comments between HP and BMS-Maintained the Document Management process by acting as the Document Owner for the Compliance Office, overseeing documents before they are made effective

-Created a process and metrics to measure the retention and maintenance of employee profiles using SharePoint and Microsoft Excel-Provided support for regulatory inspections/audits (SOX, FDA, external, internal)-Supported the Software Qualification Process by effectively organizing and facilitating meetings, communicating with numerous teams, and ensuring the timely delivery of qualified tools to the client-Created internal and client-facing documentation to verify the successful implementation of qualified software-Provided oversight for the Document Management in the role of Document Owner for the Compliance Office

• Provided management metrics to illustrate account activity and continuous improvement efforts using Microsoft Excel and PowerPointo Monitored and delivered metrics from the HP client on on/offboarding of employees, document management and maintenance, CAPA progress, Training compliance (LifeSciences and BMS Account)• Supported regulatory inspections/audits (SOX, FDA, external)• Supported the Problem Management and Corrective Action Preventive Action (CAPA) Process for the client with proven success rate on closure of open and past due itemso Provided guidance to the BMS Problem Management team to ensure that information is kept current in the Trackwise tracking systemo Provided weekly metrics of CAPA closure progress• Created a Management and Operations Manual (MOM) to describe the processes and procedures that enable interaction between BMS and HP regarding delivery and support of in-scope serviceso Facilitated meetings with stakeholders to map out processes using the Kaizen meeting strategy

• Conducted validation of hardware and software changes using Remedy and SAP software o Supported both planned and unplanned changes to software and applications by working with management to ensure approved processes are both followed and documented o Responded to and provide QA Review for applicable Change Requests• Assisted with the review and development of Computer System Validation Requirements, Risk Assessments and Deliverables• Supported server, database and network device qualification processes o Reviewed script outputs to ensure compliance with validation standards and maintain qualification status of assets o Provided guidance to engineers on acceptable documentation standards to support continuous improvement o Maintained and updated qualification records through EPIC STAR and Valdox Document Management Systems to ensure audit trails are maintained• Provided management metrics to illustrate continuous improvement efforts using Microsoft Excel and PowerPoint• Improved qualification process by working effectively with partners of and groups across the company o Re-engineered, managed and supported the qualification process to ensure continuous improvement o Analyzed and identified gaps to create a plan for resolution of problem areas o Conducted meetings to implement and communicate changes across teams to streamline processes• Created Work Instructions (WIs), Standard Operating Procedures (SOPs) and Templates to accurately reflect QA processes o Updated and maintained 5 WIs, 2 SOPs and 6 Templates continuously • Responded to internal/external audit and FDA inspection requests for qualification records and action the remediation efforts for any deficiencies • Analyzed quality assurance contracts with partners to ensure accuracy of the information and prepare assessment for management review • Trained 4 co-workers on the qualification and change management processes and the use of EPIC STAR system for qualification reports

Build, Customize and Update internal websites using Microsoft SharePoint.Worked with Human Resources, Software Development and IT functions to create custom SharePointsites to facilitate document management, data management and information sharingSupport IT security certification process for VeriSign and Safe Harbor by documenting procedures and policies and organizing technical information using Microsoft Office and SharePointCreated Network diagrams, Floor plans, and detailed server rack diagrams using Microsoft VisioProcessed Electronic Discovery data using forensic software tools to cull data for further processing.Managed data batches and performed quality control processes to ensure data integrityPurchase Hardware, Software, supporting equipment and work with IT vendors on pricing and configurations for the IT staff.Manage maintenance contract renewals for hardware and software

Support data conversion for new Financial SystemsPerform data reconciliation between existing and new financial systemsEnter Purchasing, Accounts Receivable, Accounts Payable, General Ledger and supporting data into the new system.

Assist the marketing department in preparing for their annual conferencePrepare mailing and customer lists, work with the mailing department and put together pamphlets for business meetings

Accurately entered employee data into the Great Plains financial systemScanned, categorized and filed invoices and other company documents

Enter data into computers using Microsoft Office to track employees and/or studentsSchedule appointments as the receptionist for tutoring