Diane Albert Email & Phone Number

RTP, NC

• Design and create documentation to access and analyze Medical Information resulting in consistent rules used in analysis of the data, training for new analysts, fewer calls for help, and a higher level of confidence in.

RTP, NC

• Reviewed and simplified Sarbanes Oxley (~100) controls associated with US Pharma applications during a six-month secondment which provided guidance for process improvements for future test instructions.
• Managed IT Management Systems mailbox, Incident Log, and VoC (Voice of Customer) feedback tool. Tracked, assigned, and closed incidents which drove efficiency in resolutions while incorporating new ways of working.
• Created and cascaded all communications associated with releases resulting in IT-wide knowledge of changes to procedures associated with known risks and errors.
• Designed and maintained IT Management Services topic site in SharePoint which provided a central one-stop shop repository containing all release updates, key announcements, contacts, and tools.
• Facilitated global Info Sessions associated with release changes. Captured, verified, consolidated, and published all Q&A associated with these sessions resulting in training of new & changed procedures, fewer customer.
• Coordinated updates to eLearning training modules with Global Learning & Development team resulting in assigning and timely compliance for job-related training within IT.

RTP, NC

• Created Shared Services internal and external communications. Created new communication guidance for the cascading of all publications for our team which provided reliable and current documentation that drove process.
• Authored user documents to provide guidance in using new tools which improved productivity by providing a consistent manner across the team to easily locate and share information.
• Worked with SMEs (Subject Matter Experts) in creating/maintaining repository for Frequently Asked Questions involving Service Design & Transition, Service Portfolio, and Decommissioning Services, promoting best.
• Created glossary to capture all definitions as well as governance in the usage of all fields in the Service Pipeline and Service Catalogue which provided standard definitions for improved decisions.
• Facilitated monthly global “Drop-In” sessions to provide training and knowledge sharing which led to better ways of working.
• Coordinated and created AAR (After Action Reviews) to support Service & Design for seven projects to ensure lessons learned were acknowledged and that mistakes made were corrected.

RTP, NC

• Assisted in the identification, sharing, and adoption of ITIL (IT Infrastructure Library) best practices, especially in the areas of Configuration Management, Incident & Problem Management, and Change Management. This.
• Administrator for global Configuration and Change Management System to ensure complete and accurate information was captured for all assets and changes to those assets.
• Represented Application Services department on Business Partner’s Communications Team which provided a bridge between technical staff and business partners.
• Change Champion for global transition to ensure our team felt included and valued by the leadership team.

RTP, NC

• Designed, developed, and maintained training and quality documentation for numerous systems reducing complexity and resulting in standard & consistent ways of working.
• Assisted individuals and teams in the resolution of data quality problems eliminating confusion and resulting in better data with which to make decisions.
• Coordinated and conducted training sessions to build knowledge and skills of our customers.
• Conducted research, interviewed subject matter experts, and facilitated workshops to acquire source materials and information needed to create/maintain quality documentation and data communications. This resulted in.
• Defined standards for Business Requirement documents, User Manuals, Standard Operating Procedure manuals, and Application/Data Overview manuals which eliminated confusion, reduced complexity, and provided consistency.

RTP, NC

• Designed, created, and maintained WEB-based user manuals and guides to access and analyze data resulting in consistent rules used in analysis of the data, training for new analysts, fewer calls for help, and a higher.