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 the business analysis performed.

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 inquiries, and a global central repository to capture presentations.• Coordinated updates to eLearning training modules with Global Learning & Development team resulting in assigning and timely compliance for job-related training within IT.• Performed Sarbanes-Oxley testing twice per year (2013-2016) to ensure compliance and reduction of global risk within access and change management. This was done in addition to my IT Management Services role.

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 improvements and resulted in better ways of working. • 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 practices while providing governance and guidance in a central repository.• 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.• Served as Record Management Champion/Representative for the entire team to determine, educate, and ensure that proper record retention policies were followed.• Nominated by peers and received global award that recognized the recipient as a person that is so happy and cheerful that it is contagious.

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 resulted in standardizing Service Management Processes, increasing data quality, and ensuring that proper procedures were followed.• 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 providing risk mitigation to prevent misrepresentation of the data delivered to key decision-makers.• 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 for analysts.

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 level of confidence in the business analysis performed.