ANDREA K. WILKENS

** ******* ****** #**

Madison, New Jersey 07940

973-***-****

acflrl@r.postjobfree.com

SUMMARY

Document Services Specialist with considerable experience in global biopharmaceutical

knowledge center successfully contributing to the drug development process through diligent

research for information acquisition and document delivery.

PROFESSIONAL EXPERIENCE

DOCUMENT SERVICES SPECIALIST 2010-2011; 2012-2014

Contractor for Novartis Institutes for BioMedical Research, New Jersey

Key contributor to successful fulfillment of over 1 80,000 global scientific literature

requests in the past year, in a fast-paced, deadline-driven environment.

Strong background in building and sustaining relationships with library patrons by

achieving 98% customer satisfaction in information acquisition, including scholarly full-

text journal articles; eCTD documents for regulatory submission; patents ; dissertations;

meeting abstracts; posters and oral presentations.

Excellent research and problem -solving skills in identifying standard, obscure, foreign

and ‘hard-to-find’ bibliographic citations through literature searches via numerous

scientific and biomedical databases, and archival materials.

Coordinated inter-library loan borrowing through OCLC utilizing strong organizational

skills.

Successfully maintained business workflow meeting impossible deadlines throughout

peak volume period while concurrently undertaking colleague’s responsibilities during

their one month leave of absence, earning the recommendation of superiors to

hire/renew contract.

Tactfully established strong, productive relationship with external supplier by preparing

training guide for their quality assurance team clearly outlining specifications for eCTD

documents for regulatory submission which improved document quality and reduced

delivery delays for time-sensitive projects.

Managed input of journal publication subscriptions into electronic library catalog system.

ELECTRONIC RESOURCES TECHNICIAN 2012-2013

Saint Barnabas Medical Center, New Jersey

Worked closely with medical librarians to assist in managing the library’s growing collection of

electronic resources:

Kept the Library’s master list of print and online journals current on Excel spreadsheet to

include updates and changes.

Processed interlibrary loans in a timely manner and collaborated with interlibrary loan

staff at other medical libraries via DOCLINE.

Maintained the online e-book and e-journal links current in the Library’s “A to Z” resource

Linked and maintained the Library’s online journal collection to the PubMed Link Out

program for staff to access online full-text articles.

Managed the troubleshooting of broken electronic links to online resources including

reporting problems to appropriate vendors and publishers .

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RESEARCH ASSISTANT 2001-2010

Contractor for Novartis Institutes for BioMedical Research, New Jersey

Searched multiple scientific and biomedical databases to verify incomplete or incorrect

citation information on requests for scholarly journal articles.

Formatted time-sensitive eCTD documents for regulatory submission according to FDA

guidelines.

Reproduced, scanned and emailed scientific literature requests from library holdings and

electronic downloads to patrons worldwide with 95% success rate within the required

twenty-four hour turnaround time.

SENIOR BUSINESS SYSTEMS ANALYST

Equitable Life Insurance Company, New York 1986-1993

Researched business requirements for new insurance application development by

conducting interviews, participating in Joint Application Design (JAD) sessions and

communicating specifications to project programming team.

Created test plans to validate system integrity for quality assurance testing phase.

Prepared and presented training materials for implementation of new computer systems

in home and national field offices for users, including all levels o f management.

EDUCATION

Bachelor of Arts, BA Queens College, New York

Information Systems Program New York University, New York

TECHNICAL SKILLS

Ex Libris Aleph System, ISI Toolbox, PubMed, Internet and scientific databases including:

ProQuest, Ovid, SciFinder, Science Direct and Web of Science

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