- Proactively monitor and maintain customers' systems in a 24/7, fast-paced setting- Troubleshoot Cisco firewalls, routers, switches, wireless, UCS blades, and Unified Communications - Troubleshoot VMware VSphere infrastructure (including Windows- and Linux-based systems)- Work with service providers to push for satisfactory and rapid resolution during outages - Perform discovery and gather baseline requirements for internal Knowledge Base articles - Assist data center engineers with preparation of monthly client reports- Work with engineering, customer experience, and other internal teams from a customer-centric perspective to identify pain points, drive better issue resolution, and improve workflows

- Assist and support end users with incoming requests and incidents related to computer systems. - Perform remote troubleshooting with relevant, lay-friendly questions. Educate end users on common troubleshooting approaches. - Write technical guides for internal reference repository. - Cover priority assigning queues. - Serve as Subject Matter Expert on customer service, new software program rollouts, and technical troubleshooting topics. - Document using ticketing system when working issues or routing to other queues for resolution. - Serve as voice of end users when escalating unresolved issues as appropriate.

Regulatory compliance, clinical trial management, key stakeholder interfacing, and self-directed education on current trends in regulatory affairs. Managed non-clinical regulatory submissions for large portfolio of oncology clinical trials through startup to closeout. Key content and subject matter expertise: GCP/FDA, clinical trials audits, informed consent, IRB, adverse event reporting, clinical research administration, technical writing, regulatory affairs, SOPs, CAPAs, oncology, NCI, cooperative groups