Summary

Solution oriented professional in researching, and gathering user, organization, and system requirements analysis, design, development and implementation of business process management and technical solutions. Key role in implementation of new, upgrade or enhanced software and applications on a large scale. Over 15 years' experience in the Pharmaceutical Industry, Government, and University/Educational Institutions. Strong, effective technical writing and communication skills. Improvement and goal driven, successful in integrating business needs, process and actions to produce measurable growth, sustainable quality and maximum efficiency.

Expertise

• Business process improvement
• Technical writing
• Requirements gathering and analysis
• Document Management
• Content Management
• Flowcharts, design strategy, and Standard Operating Procedures
• Large scale implementation projects
• 21 CFR Part 11
• cGMP
• Compliance, Security and System Validation
• SDLC System Development Life Cycle
• Technical acumen
• System functionality testing
• Software/Application testing
• User acceptance testing
• User Interface design
• Technical and Helpdesk, customer support
• System troubleshooting and technical solutions
• Liaison to vendor/product Support, CSO and MSO
• Detailed documentation user manuals, training materials, and system administration tools
• Business solutions software needs analysis, research and recommendations
• Communications with end-users, stakeholders and key decision makers
• Maintain knowledge base recommend system changes and enhancements
• Incorporation of partnerships, feedback and observations into business scope, planning and organizational development
• Business Applications
• Microsoft Office
• SuccessFactors/Plateau v5.8, 6.3, Learning Management Systems
• Visio Professional
• SharePoint
• InfoPath
• Service Center 6.0
• Altiris v6.0
• Documentum, Wisdom
• eRoom
• Functionality
• Adobe Captivate
• Java Script
• AICC, SCORM

Professional Experience

Confidential

• Develop online presence, personality/brand and account set-up based on client goals and needs assessment
• Create social networking accounts, develop content for posting on all designated social media outlets, maintain posting schedule
• Research new blogs, channels and resources to maintain client knowledge base analyze account activity and provide creative insight, offering solutions and partnerships that address client's business objectives
• Advise client for effective key message delivery, define strategy to increase audience interaction and site traffic
• Conduct onsite and destination visits for online image content
• Gather client requirements and advise on current applications, trends and resources for technology purchases, upgrades and outsourcing
• Provide technical support to clients managing online content providing software and media tools instruction through phone support, screen reference guides, and tutorials blog writing assistance and photography for visual presentations
• Create taglines, small business ads, and technical writing services to small business clients in Michigan, California, New York and Illinois
• Business and Personal Coaching and consulting services Licensed Professional Coach and wellness consultant Client intake to evaluate current status, identify areas of concentration and growth, define goals, and develop steps for implementation under DR3D, LLC, 2008-2010

Learning Management Systems Content Manager, Confidential

• Co-Project Manager 5.8 to 6.3 Success Factor Plateau Upgrade and Implementation
• LMS Governance Committee Advisor communications with key stakeholders, decision makers, and senior-level management
• Co-Project Manager on inter-departmental LMS related projects
• Primary Contact for Success Factors Managed Services Organization
• System Administrator Team meeting with department LMS Admin, assist with curriculum design and large scale rollout of training initiatives
• Tier 3 Technical Support for LMS responsible for providing technical solutions, troubleshooting and in-house application support
• SharePoint Users Group contributing member
• Key InfoPath 2007 Expert
• Success Factors Content Management i.e. eLearning modules, reporting, scheduling, user accounts, training activities, customer support regarding content issues and related incidents
• Content Management and Support for Human Resource Department other departments as needed
• Performed UAT User Acceptance Testing document end-user testing results
• Performed needs analysis based on customer support role, administrative training session turnout and response, and client feedback composed Software and User Manuals for Administrators and Users of LMS and composed Job Aids for Success Factors Audience
• Collaborated with end users to analyze current processes and offered technical solutions to increase efficiency
• Developed partnership with MSO design team to implement new features on UI to facilitate application ease of use
• Performed exploratory systems function testing in Testing Environments and Staging Environments to maintain knowledge of system limits and capabilities
• Organizational knowledge and analytical ability led to appointment on HR Intern Interview Committee by special request from HR Director
• R D Team for Helpdesk Altiris Software Upgrade Included analyzing IT process, developing SLA, evaluating call center management and employee roles and functions.
• Mentoring Helpdesk Intern voluntary
• Virtual Office and flexible schedule

Contributions:

• Initiated development and updating of user job aids, instruction sheets, and associated communications
• Assessed customer interaction Designed template resulting in effective communications with users, increased efficiency of product support, and streamlined delivery on requested action items
• Initiated conversion of content request documents from paper to online forms
• Jump-started InfoPath software use and enhanced corporate initiative to take full advantage of SharePoint capabilities
• Self-trained on InfoPath and SharePoint to Intermediate level
• Inspired others to self-train on software programs ultimately reducing individual training cost
• Efforts increased user interest and SharePoint Users Group attendance and participation
• Led to need and development of training workshops for new users, performed by in-house specialists reducing overall outsourcing and training expenses
• Increased awareness and use to full capacity of existing software, resulting in positive impact on employee productivity

Plateau Systems Analyst/Site Administrator Confidential

• Plateau Learning Management System Administrator to Kalamazoo, MI site 3000 employees, 2,700 contractors ref. PGM-IT, IT News, September, 2, 2008 , responsible for user training documentation, user access and account management, client contact and customer service and participated in monthly Q A for general users and administrators
• Software Systems Analyst Sole support for Kalamazoo Site Primary Contact and Analyst responsible for site Plateau v5.8 LMS technical troubleshooting, technical support, software issues and assisted users with system navigation, data accuracy and entry issues responsible for final issue resolution through Service Center E-Helpdesk tickets and manned temporary phone line
• Contact for Global LMS/CORE IT
• Managed training for multiple FTE's for Service Center and Analyst Duties
• Composed Software and User Manuals for Administrators and Users of LMS and composed Job Aids for Plateau Audience
• Advised on LMS projects
• Assisted with Learning and Development data entry and documentation maintenance
• Sole support Kalamazoo site for post-migration software validation and testing Completed UAT summary report

Related Training:

• Wisdom Refresher
• GMP Documentation Refresher
• Qualification Planning, Testing and Reporting of IT Computerized Direct Impact Business Systems
• Plateau Learning Management Administrator/Administration of LMS
• Global Incident Management Process Overview
• Customer Interaction Management
• Incident Management and Resolution
• Service Center 6.0

Data Migration Administrator

• Core member for Kalamazoo site Plateau implementation team
• Attended and advised in core meetings to determine data migration process and duties for Kalamazoo site Plateau learning software implementation
• Performed data entry and user management to prepare items to be migrated from OnTrack to Plateau
• Cleaning up of existing user training records and supporting information
• Commission and Qualification of Plateau Software
• Group UAT User Acceptance Testing for accuracy of data migration and software function UAT dry run, UAT 1, 2 and 3 and final testing
• Assisted with UAT summary reports
• Composed Calendar for site LMS training software kick-off
• User training information entry into the new LMS system, including course scheduling and user enrollment
• Recognition for assisting with successful Plateau Implementation at Kalamazoo Site

Proofreader/Copy Editor

Confidential

• Assigned to Pfizer Package Design and Development Services PDD .
• Performed proofreading and copy editing duties for PDD, reviewing artwork design and copy for labels, tubes, cartons, specifications, and package bill of materials PBOM's , ensuring artwork, text and trade dress design adhere to Pfizer requirements and industry standards specifications and regulations provided. Responsible for proofing, approving and approval signature for artwork release to vendor, customers and end-users.

Technical Writer

Confidential

• Performed technical writing duties including producing scientific reports for in-house use and submission to industry publications, technical assistance for PowerPoint presentations and materials for marketing and product information
• Provided additional technical assistance and literature and internet research as requested
• Provided laboratory assistance in Formulations Lab included utilizing sterile techniques, clean lab operations, filling/capping vaccines, dispensing bulk solutions, knowledge and use of appropriate instruments and equipment, and maintained inventory database on Insight