Josiah Lyn H. Email & Phone Number

Salt Lake City, Ut, Us

Salt Lake City Metropolitan Area

Overall:**Participating as a Research Compliance Team Member to ensure IITs comply with GCP/ICH guidance and FDA regulations**Ensuring patient rights and safety are safeguarded**Ensuring quality data is collected and maintained in all aspects of our clinical trialsIIT Data Management:**Reviewing clinical trial protocols for data requirements**Developing Data Management Plan with PI and statistician**Designing eCRFs for data capture**Building eCRFs in EDC**Programming edit checks**Monitoring/querying data throughout the life of the study**Cleaning data**Assembling datasets ready for analysis**Reviewing abstracts/posters/presentations/manuscriptsData Management Team Lead:**Assigning/managing workloads among data managers**Training data managers and clinicaltrials.gov administrators**Mentoring teammates**Serving as a resource for all data-related questions**Writing Standard Operating Procedures (SOPs) for data management**Participating as a member of the Research Compliance Leadership teamEDC Administrator:**Leading the team that implemented Advarra eSource + EDC in 2023 and validated the system for 21 CFR Part 11 compliance**Writing Standard Operating Procedures (SOPs) for the EDC implementation**Updating and maintaining EDC SOPs through process changes and system upgrades**Overseeing/managing system administration and system audits**Leading the change management team for implementation of system upgrades to maintain 21 CFR Part 11 complianceClinicalTrials.gov Administrator:**Preparing and entering results on ClinicalTrials.gov for IITs**Managing and maintaining CT.gov records**Serving as a resource for all CT.gov questions**Training new team members on CT.gov procedures

Salt Lake City Metropolitan Area

Overall:**Participating as a Research Compliance Team Member to ensure IITs comply with GCP/ICH guidance and FDA regulations**Ensuring patient rights and safety are safeguarded**Ensuring quality data is collected and maintained in all aspects of our clinical trialsIIT Data Management:**Reviewing clinical trial protocols for data requirements**Developing Data Management Plan with PI and statistician**Designing eCRFs for data capture**Building eCRFs in EDC**Programming edit checks**Monitoring/querying data throughout the life of the study**Cleaning data **Assembling datasets ready for analysis**Reviewing abstracts/posters/presentations/manuscriptsClinicalTrials.gov Administrator:**Preparing and entering results on ClinicalTrials.gov for IITs**Managing and maintaining CT.gov records

Salt Lake City Metropolitan Area

Responsibilities**Primary team member responsible for the completeness, accuracy, and consistency of the clinical trial data that would be analyzed to determine safety and effectiveness of cancer treatments**Responsible (along with all research team members) for ensuring ethical conduct of research in human subjects**Collecting and entering data for cancer clinical research trials**Coordinating with other research coordinators, physicians, and other sources to obtain complete and accurate data**Ensuring completeness of data documentation in research charts**Preparing research charts and data for internal and external monitoring and auditing visits**Addressing and resolving data queries regarding data accuracy, consistency, and completeness**Reporting deviations from the established protocol for the clinical trial**Working with physicians, nurses, pharmaceutical sponsors, and other research coordinators to ensure patient safety and well-beingAccomplishments**Quickly learned complex studies to begin working on data immediately upon hire**Repeatedly praised by multiple sources for quality work**Established tracking methods for each clinical trial to document missing data, questions that needed to be resolved, and problems with data that needed to be addressed

Greater Salt Lake City Area

Responsibilities**Training employees in customer service, technical support, and client-specific processes and procedures.**Learning training material on short notice to train new topics.**Updating training materials.**Developing new training materials.**Coordinating and scheduling training.Accomplishments**Coordinated training schedules and tracked training attainment for 200+ employees in anticipation of the launch of the new Army Enterprise Service Desk contract.**Managed and completed project to deliver complete training package to AbbVie client.**Formulated training framework to standardize training among all clients while allowing for customization for each individual client. This framework allowed more efficient utilization of training resources, ensured all relevant topics were covered for each client, and allowed for quicker development of training for new clients and existing clients without current training plans.

Greater Salt Lake City Area

Responsibilities**Managed multiple Service Desks for various clients.**Managed team of up to 23 representatives at a time.**Managed call queue to maintain SLAs.**Coached and developed technical support representatives to improve call and ticket metrics and quality.**Ensured employees had the tools and accesses needed to complete their jobs.**Trained and developed second level representatives to assist with queue management.**Coordinated schedules to ensure optimal phone coverage.**Managed hiring/staffing for my Service Desks.**Analyzed problem tickets and calls to determine procedural changes needed.**Maintained records of attendance and metrics for each employee.**Communicated new processes and procures to the representatives.**Approved escalations to resolver teams or onsite support.**Answered questions and assisted representatives.**Handled escalated calls and tickets.Accomplishments**Supervisor of the Month award in February, 2014**Assisted with successful transition of 80% of one Service Desk to another center**Successfully transitioned another Service Desk to a new contract and new operating model.

Greater Salt Lake City Area

Responsibilities**Second level support for three clients simultaneously.**Managed call queue to maintain SLAs.**Assisted first level support technicians with questions and troubleshooting.**Handled escalated calls.**Resolved more complex issues that level one could not resolve due to permissions, time, or knowledge.**Approved requests to escalate to resolver teams or onsite support.**Collaborated with resolver teams and onsite support to troubleshoot and resolve complex issues and to establish the most efficient processes and procedures.**Handled requests for RSA tokens, software, local admin rights, printer consumables, and network print queues.**Developed processes and procedures for level two operations.**Documented new processes, procedures, and undocumented troubleshooting techniques.**Dispatched onsite support after reviewing the ticket for appropriateness of onsite support and necessity of parts/supplies.**Communicated new procedures, changes to existing procedures, and best practices to support representatives.**Reviewed tickets for accuracy and to determine whether they could have been handled by the Service Desk rather than a resolver team.**Coached level one agents on call and ticket procedures.**Conducted technical interviews for potential employment candidates.**Trained new hires on account-specific process, procedure, and troubleshooting.Accomplishments**Agent of the Month for January, 2013**Wrote and updated the majority of the documentation changes needed when a contract renegotiation changed a large number of Service Desk processes.**Created documentation for level two support and up-trained multiple agents for the level two support function, including two who were later promoted to that position.**Successfully managed the majority of day-to-day Service Desk functions for three Service Desks while the manager for those Service Desks spent most of his time managing a fourth Service Desk.

Greater Salt Lake City Area

Responsibilities**Answered tech support phone calls for three clients'​ Service Desks.**Demonstrated excellent customer service on every call.**Responded to email requests for support.**Provided customized solutions to technical problems based on clients'​ needs and circumstances.**Documented tickets for each call thoroughly.**Assisted with writing documentation for out-of-date or undocumented processes.**Trained new hires on account-specific processes.Accomplishments**Documented email response procedure.**Developed and delivered training on email procedure for all representatives working emails.**Designated as official "trainer" for three accounts before Unisys Technical Services had a training department.**Handled escalated and complex issues before there was a Level Two representative to handle them (and later promoted to be the first Level Two representative for the account).**Go-to representative for difficult tickets or callbacks.**Wrote documentation for multiple processes and procedures to be included in knowledge base.

Greater Salt Lake City Area

Responsibilities**Coordinated meetings of the Interagency Coordinating Council for Infants and Toddlers with Disabilities and their Families (ICC).**Took and published minutes for ICC meetings.**Managed membership and contact records for the ICC.**Collaborated with ICC leadership to generate agenda for meetings**Assisted with booking travel and venues for training and development conferences.**Processed travel reimbursements and purchase orders.**Reviewed Medicaid billing for completeness and accuracy.

Greater Salt Lake City Area

Responsibilities**Answered tech support phone calls for internet and VoIP customers.**Demonstrated excellent customer service on every call.**Dispatched onsite technicians.**Provided customized solutions to technical problems based on clients' needs and circumstances.**Documented tickets for each call thoroughly.

Greater Salt Lake City Area

ResponsibilitiesIncreasing level of responsibility within the Dell technical support project.***Level One*****Answered tech support phone calls for Dell XPS system end users.**Demonstrated excellent customer service on every call.**Provided customized solutions to technical problems based on clients' needs and circumstances.**Documented tickets for each call thoroughly.**When the center added chat support to the project, continued to proved customized solutions and excellent customer service via two chats at once.***Resolution Specialist*****Assisted with queue management.**Assisted with long calls and complex or difficult issues.**Approved dispatches of parts.**Coached representatives on metrics and quality scores.**Provided reports to management regarding team metrics and trends.***Senior Support Resolver*****Took over escalated calls from representatives.**Managed and followed up on escalated tickets.**Made decisions regarding system replacements or other concessions for customers.Accomplishments**Learned the material to pass the CompTIA A+ tests on the first try.**Selected to be in the first group of representatives to provide chat support based on prior call quality and metrics.**Quickly moved into increasingly responsible positions within the project.

Moab, Utah

Responsibilities**Summer internship in Public Health**Wrote grant for Rape Prevention and Education.**Assessed community needs regarding rape prevention and education.**Researched causes and prevention strategies.**Assisted with women's shelter client intake and worked overnight shifts.**Worked with client outreach team to ensure clients' needs were met.Accomplishments**Rape Prevention and Education grant was successfully funded, and reportedly the best grant the funders received that year.

Greater Salt Lake City Area

Responsibilities**Research assistant for multiple studies within the Pediatric Pharmacology Program.**Assisted with collection and measurement of samples.**Reviewed medical records for drugs administered to patients in clinical trials.**Documented and archived completed studies to be moved to offsite document storage.Accomplishments**Completed CITI course in the Protection of Human Research Subjects.**Completed HIPAA training to gain access to medical records.

Xi'An, Shaanxi, China

Responsibilities**Assisted with research in China regarding attitudes toward nutrition, eating, body image/self esteem, and the nutrition transition.**Used established validated survey tools, had them translated into Chinese, and then reverse translated to verify accuracy (142 items total, including demographics).**Administered surveys to more than 200 Chinese women.**Entered data into SPSS for analysis.**Assisted with data analysis and publication writing.Accomplishments**Results published in Global Health Promotion journal in December 2010.**http://ped.sagepub.com/content/17/4/43.abstract

Logan, Utah

Provo, Utah Area

Logan, Utah

Mph, Public Health

Bs, Public Health Education And Promotion

Activities and Societies: Golden Key International Honour Society