• Support application functionality to meet system, user, and organization requirements.• Write manuals for users to describe installation and operating procedures.• Diagnose and address applications.• Engage teams to define, prioritize and implement enhancements and improvements across several applications.• Testing and documentation of new application/software changes• 30+ year's desktop and application IT support experience.• Experience/knowledge with ServiceNow, including but not limited to ServiceNow Knowledge Base article creations.• Level-2 non-GxP application (such as: HR, Finance, Corporate Functions, R&D, etc....) • Experience to interface with vendor and tech support to get issues resolved in a timely manner.• Excellent documentation skills• Complex problem-solving skills• Strong customer service skills

• Support 20,000+ universities & high schools globally in setup for various college placement testing applications• Troubleshoot in-the-minute technical and operational problems• Build mobile testing facilities shipped to & used at hotels and convention centers around the world• Provide support for applications hosted on a multitude of desktop and mobile operating systems, including Windows, Mac OS, IOS, Linux (Fedora, Red Hat, Ubuntu), iOS, Android & Chrome OS• Ensure delivery of applications through Internet & Local Area Networks

Backend technical and application support for the J&J customer call centers located in NJ and PA. I am supporting over 150 agents with applications, voice access and technical issues. Create accounts for new hires and setting up telecommunication access. Admin for multiple application servers. Work extensively with Genesys Framework Configuration Manager and ccPulse+. I am the system administrator for Sharepoint and the VERINT Impact 360 suite. Use remote access to get into servers to create accounts and generate report. Access the crystal reporting system to generate daily and weekly consumer call reports for the management team. I setup new computers for the new agents, configuring all applications and testing incoming consumer calls. Support offsite remote call center with 73 agents using Junos pulse and Avaya Softphones. All issues are processed through the IRIS ticketing system.

Support scientific applications for over 2000 users worldwide for the Capability Support Analyst (CSA) team. These Tier II applications encompass all technical troubleshooting aspects for all identified applications (PRISM/CARA - Document authoring, reviewing, approving and publishing submission application) Documentum, Core template, COTS support, SQL, Rendition. The eSubmit application includes, Liquent’s S-Cubed (for the compilation and publishing of eCTD submissions), file share environments, Liquent’s Insight for Viewing (for the review of eCTD submissions), and the FDA Electronic Submissions Gateway. The user base consists of dossier managers, publishers and reviewers from R&D Regulatory Sciences. Did extensive remote access support using MS Office Communicator2007.

Support over 200 Medical Information Call Center and Outside Sales Force personnel. Duties include setting up new hires with all necessary applications. I routinely work with the telecommunications department for the setup of the call center phones and configuration of the Seibel phone application. Maintain the functionally of all the applications needed for the call center analyst which include Sharepoint Administration, Citrix, Documentum, Seibel, Verint call recording and Genesys Solutions. Work extensively with Inquisite Survey Builder, COTS and MSCommunicator for remote desktop support. I was a Sharepoint administrator on all sites related to Medical Affairs and Medical Information department. Sharepoint ticketing system is used to track all issues related to the call center and sales force. Test departmental applications for the windows 7 migration team.