Jahmel Mclaughlin Email & Phone Number

Durham, North Carolina, United States

- Provide IT support for KBI Biopharma’s laboratory and manufacturing environments and be the primary contact for issues related to Lab and Manufacturing Systems as they relate to IT at our Patriot Park facility-Use technical skills in relation to networking, hardware, databases, and operating system level knowledge -Support various technologies used throughout the lab and manufacturing environments including but not limited to: Empower, SoftMax Pro, Unicorn, MassLynx, Chemstation, SoloVPE, 32Karat, UV WinLab, PharmSpec, and Compass technologies-Resolve routine requests that may include project/folder creation, system backups, account requests, etc.; as well as troubleshooting and resolution of complex issues related to Lab Systems- Interacts with end-users to ensure that all end-user requests are fulfilled, and issues are resolved in a timely manner-Subject Matter Expert on the configuration of laboratory and manufacturing computerized systems in support of the installation, validation, and deployment of laboratory and manufacturing systems-Be the Subject Matter Expert for Laboratory enterprise systems such as Empower and SoftMax Pro, UV WinLab-Support and or Lead instrument inductions following established GMP processes-Support business priorities and be flexible to meet demand-Adhere to documented System Development Life Cycle as well as relevant regulations, policies, and standards-Support Identifying the root cause of issues and support implementing permanent solutions to prevent future occurrences-Support Implementing proactive monitoring to ensure early warnings and quick recovery-Effective communicator with all cross-functional areas regarding applicable IT tasks and deliverables-Support Lab and Manufacturing IT System Support team across multiple offices with a distributed workforce

Raleigh, North Carolina, United States

• Helped streamline repair processes and update procedures for support action consistency.• Maintained servers and systems to keep networks fully operational during peak periods.• Maintained energy and enthusiasm in fast-paced environment.• Collaborated with vendors to locate replacement components and resolve advanced problems.• Patched software and installed new versions to eliminate security problems and protect data.• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

Durham, North Carolina, United States

• Provided Tier 1 IT support to non-technical internal users through desk side support services.• Performed tests of functionality, security and performance of different workstations and devices.• Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.• Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.• Documented transactions and support interactions in system for future reference and addition to knowledge base.• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.• Monitored systems in operation and input commands to troubleshoot areas.• Activated accounts for clients interested in new services.• Conducted in-depth product and issue resolution research to address customer concerns.