Project Manager Customer Service
Resume:
Nikita Brown
**** **** ****** *******, **. *****
******.********@*****.***
Experience:
Mount Sinai Medical Center, New York, NY
Epic Go-Live Support Consultant- Impatient
. Provide end user support for smoother transitions and coordination of
efforts to better focus on patient care.
. Design and document system workflows
. Excellent customer service skills and dedication.
. Exceptionally killed communicator with the ability to train, educate and
update staff on new applications.
Genentech, Inc., South San Francisco, CA
7/2010- 2/2011 Contract Project Manager- Global
Learning Solutions
. Collaborate with Team: Training Manager, instructional designers,
vendors, technical and support staff to plan project activities
. Create project plan by gathering, analyzing and interpreting project
and client information
. Address problems and develop practical, thorough, and creative
solutions without oversight
. Exercise independent judgment and discretion with
sensitive/confidential and proprietary information
. Edit training materials to ensure compliance with document standards
per QS90
. Collaborate with other members of PT Learning Solutions and the
network to resolve issues
. Support program implementation including scheduling, logistics etc.
United BioSource Corporation, San Francisco, CA
11/2009-06/2010
Contract Project Manager- IXR Systems for Clinical Trials
. Serve as the primary point of contact to the external client
throughout the software development lifecycle of the
project
. Act as the primary Business Systems Analyst for each project to ensure
effective/ comprehensive requires documentation is produced on
schedule
. Develop and publish project plans for assigned projects
. Manage project budget and scope
. Work closely with internal development staff to ensure that milestones
are achieved and assigned projects meet deadlines and budget
constraints
. Coordinate foreign language translation process as necessary
. Provide regular status reports to clients that document process and
issues requiring attention
. Participate in client audits as necessary
. Respond to and resolve customer issues
. Identify and analyze risks, resolving or escalating as necessary
. Prepare change orders as required
. Coordinate the preparation of end user worksheets and instruction
manuals
. Attend investigator meetings. Prepare and conduct investigator
training as necessary
. Participate in internal End User Acceptance Testing efforts
. Participate and coordinate data transfer/ management activities
. Identify and execute additional enhancement opportunities with
existing clients
. Actively participate in support process improvement and
standardization intuitive
Genentech, Inc., Vacaville, CA
1/2009-11/2009
Contract Business Analyst- Business Systems Integration (BSI)
. Maintain recipe repository
. Facilitate the reconciliation of events and change orders
. Implement document and data revisions
. Communicate and coordinate with other departments on behalf of BSI
. Data related investigation and data extract
Solano County/ ACS, Fairfield, CA
4/2008-1/2009
Contract Business Analyst
. Analyzes business processes and performs needs assessments in an
effort to align information technology solutions with business
initiatives.
. Interprets business needs and translates them into system
requirements.
. Writes business specifications and forwards to technical staff for
system development.
. Interprets systems specifications to develop, maintain and support
automated business processes.
. Provide technical expertise in identifying, evaluating and developing
systems and procedures that are cost effective and meet user
requirements.
. Configure system settings and options, plans and executes acceptance
testing, and creates specifications for systems to meet business
requirements.
Eatec Corporation Emeryville, CA, 2/2007- 12/2007
Implementation Consultant
. Business Analyst responsibilities includes requirements gathering,
developing and preparing business analyses and plans, analyzing and
documenting "as-is" and "to be" processes with material management
staff combined with well-rounded utilization of Project Management
methodologies.
. Host client training on-site or web share for groups of 5-20
attendees. Materials during presentations include: power point
presentations, handouts and tool guides
. Provide customized project planning, implementation, training, and/or
support services
. Support Marketing and Sales in Their Efforts
. Test Updates (New Versions) of Software Are Ready for Distribution.
. Provide Quality Assurance Control: Work with Engineering on Custom
Development to Develop and Execute Test Plans for Software.
. Test New Features and Fixes to Existing Software.
. Attend Trade Shows and Demonstrate Software as Needed.
Kaiser Permanente Emeryville, CA, 10/2002-
2/2007
Business Application Coordinator/Trainer/ Quality Analyst -Revenue Capture,
ClinDoc, Ambulatory, Impatient, Stork, Cadence
. Advised and recommended areas of program planning and business
management, validated resource requirements and developed cost
estimate models.
. Independently initiate, investigate, document and analyze client
requirements in project areas of limited scope such as: operational
readiness assessment, assessment of the scope and impact of client
business needs.
. Evaluate alternative operational efficiencies and strategize and
implement improvements
. Conduct workflows, process diagrams and gap analysis.
. Functions as primary support to a specific business area.
Education
Napa Valley College Napa, CA
Associates of Arts
Technical Skills:
PC Operating Systems: Microsoft Windows XP, MS DOS, Mainframe, MAC
Skills/Applications/Software: Remedy, MS Project, Epic Suites, MS Word, MS
Excel, MS PowerPoint, MS Access, Exchange, B2B interfaces,Microsoft
Office, HTML, Mercury Quality Center, LIMS, SQL, Crystal, Honeywell, SAP,
Sharepoint/Livelink, Active Directory, Salesforce
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