SUMMARY:

• As an IT Support Engineer - Labs and Scientific Applications Administrator, I currently apply IT solutions for end users needing support with all applications, hardware, servers, analytical instruments, printers, mobile devices, Windows, iOS and networks. Pharmaceutical/ IT Support is a specialty. I am open to IT roles in any industry
• Provide Information Technology users with a premium level of service that minimizes downtime and increases sales, productivity and profitability.
• High level understanding of complex IT infrastructures, policies and procedures.
• Reliability and Integrity in ensuring network security and protection of confidential data.
• I work well independently and with a team. I am fast and accurate.
• I have exceptional customer service, communication and technical skills.
• I provide these services as a leader with Integrity.

PROFESSIONAL EXPERIENCE:

Confidential

IT Systems Analyst/ IT Support

Responsibilities:

• Operational support of lab instruments and their adjacent IT systems
• Resolution of day-to-day issues
• Support of tablets and other handheld devices in Lab
• Support of peripherals including but not limited to Zebra Label Printers and barcode scanners
• Resolve tickets in adherence to Service Level Agreements (SLA’s)
• Assists in qualification, validation, installation and relocations of instrumentation
• Maintain IT Inventory across existing SharePoint IT Inventory system
• In the event that backups are manual, provide IT assistance in performing those backups
• Support User Account Management including: o Process Account requests, additions, deletions, access requests. o Verify end user’s Completion per Application Administration SOP’s o Add/Remove/Change Active Directory Permissions and Security Groups

Confidential

Responsibilities:

• Execute IT responsibilities as required by Analytical Instrument Qualification SOP
• Consult with application vendor to establish where certain data and metadata objects are stored (main data, audit trail, methods, reports, templates, etc.)
• Use Windows PowerShell to customize scientific applications for security and data integrity policies. Work with vendors to resolve in application issues/deficiencies that are IT related, such as backup mechanisms, instrument communications, in application failures, conflicts with Antivirus, group policies, etc.
• Setup proper backup strategies for the data objects identified, including the development and deployment of OpenLab ECM archive configuration for specific lab instrument applications
• Use various IT tools such as windows permissions, active directory, and group policies and adhere to data integrity SOP. If it is not possible, identify those risks and report to project team
• First time provisioning of a new computer setup including joining to domain
• Build and deploy computers for instruments and set up on the Confidential Network. Work with infrastructure teams that build server architecture for client/server applications
• Installations/re-installation of applications on client/server applications or in break/fix situations where vendor allows
• Author, for Confidential review and approval, System Design and Configuration Specifications (SDCS) that document all IT related design and app configuration elements
• Author, for Confidential review and approval prior to execution, and execute Installation Qualifications (IQ) and Backup and Restore Qualifications
• Authoring of System Administration SOP for Confidential review and approval
• Communicate non-standard instrument requirements within Confidential IT special OS, networking, add-on hardware, local or NAS storage, etc.
• Utilize Takeda’s tools to image the PC
• Confirm that applicable Confidential default enterprise applications are installed and configured
• Verify default Confidential security settings are configured
• Installations and configuration of the software to vendor specifications
• Coordinate & shadow vendor application software install & configuration with vendor as required
• Coordinate network & instrument connectivity, including computer node name, addition to AD policy group for instruments, resource account, service account, share access, mounting of appropriate department shares
• Provide connectivity to/for any Label printers and other printers as required, internal services or servers
• Add computer to Instrument Support inventory for future upgrades/tech refreshes, including logging any exceptions to standard hardware/OS builds
• Add software to licensing inventory for future upgrades, and including any off-instrument licenses purchased
• Configure any backups

Confidential, Cambridge, MA

IT End-User Support Lead

Responsibilities:

• Personally led 4 satellite IT Support locations serving 2,800 local and remote end users.
• MS Windows 7 and 10 OS support. Office 365 Migration and support. OneDrive Cloud migration and support.
• Microsoft System Center Configuration Manager (SCCM)
• Provide End-User Support and Administration services (Tiers 1 and 2) to over 2,800 pharmaceutical employees using ServiceNow Ticketing System.
• Microsoft Exchange Server (Windows Server 2010 Enterprise); Outlook and OWA email Administration, Mailbox creation, Distribution list creation and administration, full Access Permissions
• Mobile Device support- Android Devices, Apple iPads and iPhone Administration
• Windows Active Directory Server - Permissions, Security Group s, Access Requests, Account Unlock, Password Reset, ID Verification, System Admin Account Creation
• SharePoint 2010 Intranet and Extranet Team Site troubleshooting and support Site Access - Add and Remove, Roles (Owner, Member, Visitor) and Permissions
• Citrix Infrastructure VM System Administration; Citrix Xen Applications; SAS, XEN VM (Virtual Machine) Server Admin,
• Citrix XEN Mobile Device Server Admin for Mobile Devices- iPad, iPhone, Blackberry,
• Citrix GoToMyPC and WebEx Corporate Admin.

Confidential, Dorchester, MA

IT Field Service/Deskside Support

Responsibilities:

• As a Produban IT Contractor, supported IT end users in all levels of IT Hardware, Software and Remote Support.
• This job was eliminated due to outsourcing.

Confidential, Cambridge, MA

IT Technical Support Lead and Project Manager

Responsibilities:

• Personally provided all White Glove IT Support for 175 Scientists, Technical Writers, Administrators and VIPS involved in the Confidential submission of a new oncology drug.
• Met all deadlines needed by the teams from clinical studies and trials to marketing, packaging and distribution.
• We successfully gained Confidential approval and ultimate Global Launch of Ninlaro
• Ninlaro is forecast to be a billion-dollar drug for Confidential and is the first and only oral treatment for Multiple Myeloma

Confidential, Cambridge, MA

IT Service Desk Engineer

Responsibilities:

• Supported and provided End-User Administration services (Tiers 1 and 2) to over 2,000 pharmaceutical employees who are Chemists, Biologists, Scientists, Administrators and VIPs. This is an Confidential regulated, GxP compliant Windows 7 and 10 Enterprise IT environment.
• Our IT Service Desk team of 7 was the front line in end-user administration, troubleshooting, repairing and optimization of over 600 Windows based software programs.
• Had an 85% First-Call Resolution Rate and a 4.9 out of 5.0 Customer Satisfaction Rating.
• Was a” Reach” Service Winner for Exceptional Service.
• Remote Support; Microsoft System Center 2012 R2 Configuration Manager (SCCM)
• Resolve customer IT incidents and requests received via the ServiceNow SMaRT Ticketing System, Remedy, CISCO ACD IP Phone system, emails and walk-ins.
• Performed all activities regularly associated with working in an ITIL Certified, world-class IT Service Desk environment.