Tom Shimshock, Mba Email & Phone Number

Wellesley, Ma, Us

Establish a methodology for managing, tracking, and reporting operations metrics, including monthly KPIs of Quality, Delivery, Backlog and Productivity/Efficiency. Identify and lead initiatives with a team to achieve support operations objectives alignment, which can be measured and tracked. Identify and deploy improvements that will result in fast results and quick impact alongside larger initiatives, which may include participating in larger enterprise initiatives. Provide visibility of initiatives during the implementation phase, including publishing and maintaining a tracking / reporting tool. Establish methods to track benefit realization of the initiative. Supervise and manage the Business Operations Analyst and the Support Escalation Lead staff and lead the effort to define these new roles and responsibilities within the company. Assist in the management, tracking, and reporting of Escalations and Escalation related metrics. Continuously seek opportunities to embed process excellence, continuous improvement and change management methods in the support organization.Key Achievements:- Worked with the product development team to design, test, and implement new functionality within the Interactive Voice/Web Response System (IxRS) that will streamline and automate the data change requests, approvals, and processing.

Wellesley, Ma, Us

Analyze and identify opportunities for business improvement through data collection and gap analysis methods. Work with stakeholders to identify key gaps and collaborate to deliver viable solutions. Develop proposals for changes and communicate with business leaders and others across the organization. Use best practices to perform analysis and re-engineer solutions. Measure effectiveness of the solution and prevent backsliding. Ensure compliance to quality and regulatory standards. Continue performing all the primary client support responsibilities of the Sponsor Support Analyst position for a high-profile client. This includes but is not limited to being the primary point of contact and escalation for external and internal users, developing and processing of system configuration changes and data changes; organize, plan, and lead client meetings and design sessions, support system integration activities, and research and resolve any production issues that are identified. Assist in the interviewing, onboarding, training of other Sponsor Support Analysts and Junior Support Analysts.Key Achievements:- Led the effort to re-design the support data change ticket to improve the metrics being gathered and reported upon- Assigned to take on the primary client support responsibilities for one of the company’s new top clients and assist with the building and maintaining a strong relationship with that client- Designed and developed a support ticket metrics tracker- Designed and developed internal new hire training materials

Wellesley, Ma, Us

Primary client support point of escalation for any IxRS system support issues. Primary support point of escalation for internal support team members for non-standard, complex support issues and \ or support issues that required communications with the client. Loged, tracked and drove resolution of functional and technical issues. Developed and implemented IxRS system configuration changes based on the needs of the client and the study. Partner closely with study project leads in support of the implementation of client Randomization and Trial Supply Management (RTSM) applications. Monitored study issues for trends in an effort to identify and implement enhancement opportunities or additional training needs. Develop, implement and oversee client communication plans. Utilized a ticketing system to track support requests and other daily support tasks. Attended client meetings and design sessions. Assisted in the interviewing, onboarding, training of other Sponsor Support Analysts.

Supervised and managed the Solutions Engineer development staff and the Project Associate support staff. Managed the assignment of studies, strategic projects, and other tasks to the developers and support personnel. Monitored and provided regular metrics on the clinical trial management system (CTMS) and the Interactive Voice/Web Response System (IRT) support tickets. Forecasted development and support hours for projects. Provided actuals to Project Management team on a weekly basis. Oversaw the selection and monitoring of vendors. Led and oversaw the investigation and resolution of issues and/or incidents. Developed and implemented SOPs and other procedural documents.Key Achievements:- Led the Clinical Systems Support team to take on the support for the IBM Clinical Development, Medidata, Comprehend, goBalto, DocuSign, and ClinSpark systems- Designed and developed support ticket Alert and Error reports- Designed and developed a support ticket metrics tracker- Lead a group from various other departments to design and implement a new Lab Data Export report for ClinSpark for the Phase I team

Supervised and managed the Interactive Voice/Web Response System (IRT) technology solutions development staff. Managed the assignment of studies and other tasks to developers. Forecasted development hours for projects. Assisted with the review of specifications and other documents. Assisted in the investigation and resolution of issues and/or incidents. Developed and implemented SOPs and other procedural documents. Performed Quality Control (QC) checks of manual database edits.Key Achievements:- Assigned to take on the management responsibilities of the Client Services support team when the manager of that team went on leave- Assigned to take on the management responsibilities of the Vendor Management team when the Associate Director of IRT Technology Solutions left the company- Worked with another team to design, review, test, and implement a new ticketing system to be used by the Client Services support team- Contributing member of the team to onboard our 3rd party support vendor. Took on a more active role in managing the 3rd party support vendor after the departure of the Vendor Manager charged with overseeing the 3rd party support vendor.

Supported staff responsible for developing the User Requirements Specification, ensuring the specification provides the appropriate information and level of accuracy to enable efficient development of design specifications. Supported staff responsible for writing design specifications and test plans and perform reviews of the documents. Performed QC review of requirements, design specifications and validation documents. Investigate Interactive Voice/Web Response System (IxRS) errors. Ensured all incident tickets and change requests relating to the IxRS are completed appropriately and are handled within a timely fashion. Assisted with the User Acceptance Testing (UAT) being performed by the clients.Key Achievements:- Selected to be the Technical Project Manager on a special project to transfer three of our legacy studies over to a new IRT vendor. Main point of contact for technical questions from both internal and external project team members. Assisted in the design, creation, review, testing, and management of the scripts that were used to create the data transfer files, the scripts that were used to provide QC post data check summaries to the new IRT vendor. Assigned to run the scripts and reports when required to do so and send the data to the appropriate parties.

Wilmington, Nc, Us

In addition to the responsibilities of the Senior Systems Support Analyst, managed and lead multiple sub-teams. Worked with team to manage all aspects of support activities for IxRS. Assisted in the interviewing, onboarding, training and overall performance management of support personnel. Managed, monitored and forecasted maintenance budgets for production systems and reported on actuals versus forecasts. Assigned many times to learn new technologies and translate concepts in a meaningful way to end users. Lead small group charged with debugging issues with interfacing technologies (CTMS, EDC, etc.). Project managed assigned process improvement initiatives to streamline utilization and increase productivity.Key Achievements:- Developed service level standards then created and trained on method to pull Automatic Call Distributor (ACD) data for team and individual reporting- Help create and lead the restructure of the support team to increase overall effectiveness and efficiency- Led collaboration on the formation of an automated process used to send user credentials- Designed, developed and trained the standard guidance document templates for support team use- Designed, developed and trained on a time tracking and reporting tool for support management to use

Wilmington, Nc, Us

In addition to the responsibilities of the Systems Support Analyst, given the responsibility supervise and manage Associate and Mid-Level systems support analysts and to mentor and train new support team members.

Wilmington, Nc, Us

Defined the system requirements within the project team. Coded applications and performed unit, integration, and system level testing. Configured IVR and IWR systems and wrote custom SQL code for non-standard modules. Provided development, technical and database design, and testing and maintenance support for the IVRS systems. Managed project timelines and budgets.

Wilmington, Nc, Us

In addition to the responsibilities of the Systems Support Analyst, given the responsibility supervise and manage Associate and Mid-Level systems support analysts and to mentor and train new support team members.

Wilmington, Nc, Us

In addition to the responsibilities of the Associate Systems Support Analyst, given the primary lead support responsibilities for end users of IVR systems. This required learning and maintaining detailed knowledge of the various database structures for the IVR systems. Loaded, updated, and reviewed data change requests. Train end users and IVRS staff personnel on new systems and system specific issues. Developed and ran IVR system tests.

Wilmington, Nc, Us

Answered questions, responded to data inquiries, and resolved issues for end users. Utilized a ticketing system to track support calls and other daily support tasks. Maintained and organized support documentation. Loaded, updated, and reviewed data change requests.

Wilmington, Nc, Us

Primary lead for the data management of Phase I clinical studies. Responsibilities included CRF and eCRF design and updates, query and quality control reviews, coordination with auditors, and assist in daily clinical duties as needed.

M.B.A., Masters Of Business Administration

B.S., Computer And Systems Engineering