Monitoring the businesses IT infrastructure

Helping to support teachers and kids.

Provided technical and product support for Electrocardiogram (ECG), Pulmonary Function Tests (PFT) and Electronic Clinical Outcome Assessment (eCOA) equipment during Clinical Trials. All the while focusing on maintaining quality, prompt and polite phone support to Clinical Trial Sites and patients. • Provided technical support for laptops, printers, eDiaries, ECG and PFT equipment. • Assisted with new staff training.• Scanned and uploaded documents to SharePoint• Provided friendly and quality phone support to sites and patients.

Responsible for assisting Investigator sites, from initiation to closeout. Works and communicates with the internal project team, including Project Management, Data Management, ECG, and PFT Core Lab, and IT. Created cases in CRM to document issues from start to resolution.

Oversaw day-to-day operations of a 20 person international team within a multiple platform and customer environment. Managed and escalated alerts from Windows, UNIX and Linux servers. Monitored batch job executions in SAP, Tivoli Workload Scheduler (TWS), RunMyJobs (a Redwood application). Wrote and reviewed department documentation to ensure the information was concise and up-to-date. • Brought in new incident/change management and batch job tools per account request, equipping team prior to go-live.• Built and maintained strong relationships and communication efforts with senior management, peers, customers and account teams; building trust and confidence in decision making skills and receiving outstanding customer satisfactory surveys. • Ensured all aspects of support procedures and processes were followed, improving overall response time on incidents and meeting account service level agreements (SLAs).• Educated team members on new scheduling tool, instructing on proper usage. Received customer recognition for role in this scheduling tool rollout. • Trained team members on problem-solving techniques for customer support issues, reducing mistakes and avoiding negative impact to business.

In 1998 became an iSeries operator. I worked for a contract agency until the year 2000 when IBM decided to hire me from the contract agency as a permanent employee.Monitored iSeries / AS400 systems using standard automation's tool set. Ran manual processes as needed, monitored jobs, and provided help desk support. Identified problems and escalated as needed. Worked closely with designated customer contacts and end users. Created and updated online documentation.• Completed work assignments without operator error on assigned shift, maintaining high level of customer satisfaction.• Provided guidance, expertise, and leadership to team members on customer support best practices, enabling team members to effectively address customer issues.

Oversaw the management of the tape-pool and tape operators which managed multiple customers.Activities performed: • Mounted tapes in tape drives, refiled tapes, pulled scratch tapes, pulled tape for offsite storage • Copied tapes • Team Lead for 1st and 3rd shifts • Managed the tape operators schedule • Erased tapes