Franz Holzinger Email & Phone Number

Rochester, Ny, Us

Act as an escalation point for Tier 1 and Tier 2 support to address complex tickets/issuesAct as an internal support-related subject matter expert for Tier 3 processesCreate process documentation and update wiki entries for internal support useBe the Voice of Customer when resolving customer issues to ensure proper prioritization and to bettercommunicate the nature and severity of the issue to internal resources and development teamsUtilize Zendesk and Microsoft Dynamics CRM software to manage customer ticketsInvestigate, document, and triage customer support tickets escalated by L1 support teamWrite, test, and validate SQL-based custom reports and deploy those reports to customer productionenvironmentsWork with software development team and relevant stakeholders to document and correct foundproblems in CTMS softwareAnalyze and update visual basic, SQL, and javascript code when bugs are found to assist developmentteamTroubleshoot new releases and patch deployments and provide support for application related problemsParticipate in cross-functional collaborations to scope data migration requests, perform data audits,address data migration issue, and perform customer data imports and exportsMaintain knowledge of multiple CTMS products, including CCCTMS, CCeReg, CCeSource, CCeConsent, and Data Warehouse/Business Intelligence modules

Prepare quotations for protocols, bid requests, study revisions, and additionsComplete budget to actual reconciliations at predetermined time points over the course of awardedstudiesAssist in monitoring pricing practices to determine accuracy and relevance to study type and operationprocessAssist in making recommendations on desirable proposals based on established financial andoperational criteriaWork with Business Development Directors to ensure that proposals are complete to clientspecificationsCoordinate with partner laboratories for kit, testing, and logistics quotes for international studies

Manage phone, e-mail, and chat queue for incoming customer support callsWork with customers to update and correct their study finance setups in the Clinical Conductor CTMSsoftwareWork as subject matter expert for Clinical Conductor and Business Intelligence Module softwareincluding troubleshooting customer issues and documenting bugs found for the L3 development teamDevelop all customer-requested business intelligence reports and work with customers on feasibility andrequirements scope documentationTrain new customers on using the business intelligence moduleTrain customers on CCCTMS software including study visit and budget setup, system workflows forcompleting visits, paying patient stipends, and recruiting prospective patients within their softwareEscalate any issues that cannot be resolved by L1 support to L2 or L3 support and be the main line ofcommunication between customer and other departmentsManage internal online user forum for Clinical Conductor software including user access and developingupdates to layout and functionality

Rochester, New York Area

Manage personnel training and supervise day-to-day operations for Clinical Trials Logistics Department staff for US office.Maintain inventory levels for 500+ products, $250,000-$400,000 annual inventory.Work as Subject Matter Expert for LIMS software development, including requirements development, script creation, and testing for software updates.Oversee ordering and distribution of reagents to sites - including frozen or refrigerated product and dangerous goods.Source new product as required for new or amending clinical trials.Resolve shipping issues related to customs clearance, delivery rejections, or address discrepancies for all domestic and international shipments.Prepare proforma and commercial invoice documentation for international shipments inclusive of Canada and Latin and South America.Work with dedicated couriers to obtain pricing and work with Proposals Department for required shipping lanes with new clinical trials.Support Project Management group with all aspects of a study including initiations, monthly kit tracking, and study closeout.

Rochester, New York Area

Manage clinical trial studies from database setup through database lock, including creation of data cleaning plan, definition and validation of edit checks, data review and coding and data reconciliation.Support and maintain custom databases for client data management. Generate cumulative data files for protocols and provide QC'd datasets in accordance with client specifications.Communicate and participate in teleconferences with sponsors and CROs about data file transmission schedules and formats.Coordinate SAS data transfers and data harmonization for clinical trials and communicate specifications with clients.Develop new SSRS reports to pull requested data from databases as needed.Create patient reports and study requisition files based on client specifications for new clinical trials.

Rochester, New York Area

Order and distribute reagents to sites - including frozen or refrigerated product and dangerous goods.Source new product as required for new or amending clinical trials.Resolve shipping issues related to customs clearance, delivery rejections, or address discrepancies for all domestic and international shipments.Prepare proforma and commercial invoice documentation for international shipments inclusive of Canada and Latin and South America.Work with dedicated couriers to obtain pricing and work with Proposals Department for required shipping lanes with new clinical trials.Support Project Management group with all aspects of a study including initiations, monthly kit tracking, and study closeout.

Rochester, New York Area

Manage inventory levels, including expiring tubes. Manage clinical trials sample kits.Build, inspect, and ship supplies and medical kits for customer.Verify arriving supplies are accurate.Facilitate dates and lot numbers of expiring supplies and medical tubes.Build medical kits according to clinical numbers based on client’s needs.

Rochester, New York Area

Created MS Access program to generate proper packing slips given doctor name and study.Manage incoming supplies using Amtech Imaginera and MS Excel software.Manage inventory levels for all supplies.Process all outgoing orders using FedEx or UPS and tracking relevant information in MS Word, MS Access and MS Excel.Create Invoices and process/ship both Domestic and International Shipments.Document all tracking and pertinent lot number information for outgoing orders using MS Excel.

– Taught students individually and in small groups for the following subjects 15 hours per week: Introduction to Computer Science, Fundamentals of Computer Science (I & II), Internet and Web Publishing, Digital Computer Design, Calculus, Discrete Math (I & II), Relational Databases. – Maintained excellent record of helping students improve their knowledge of subject matter and grades.