Sign in

Help Desk Support

Morrisville, North Carolina, United States
August 31, 2017

Contact this candidate

Hasan J. Yancey

**** ******** **., ***********, ** 27560


Phone: 919-***-****


Diverse IVRS/IWRS experience

** ***** ** ******* ** experience

Proficient in Microsoft Network Administration

Strong Professional Training Skills

Knowledge of GCP and the Fundamentals of Clinical Trials


Windows 95/98/NT/2000/XP/2003/Vista/Windows 7/8/10

Apple’s Mac OS X



Applications and Administrative Tools:

SQL PL/SQL, Visual Studio 2015 C#/ASP.Net, Active Directory, Exchange Server 2003, Share Point 2016, Office 2016/360, VM Ware, Norton Ghost, Citrix, Remote Desktop, Lotus Notes, Adobe CS5.5 Suite, CTMS, EDC


Wake Tech Community College, Cary, NC

Visual Studio 2010 C#

New Horizons, Durham, NC

2778A Writing Queries Using Microsoft SQL Server 2008 Transact-SQL

University of Massachusetts, Lowell, Lowell, MA

Professional Experience:

Pharmaceutical Product Development (PPD), Morrisville, NC Mar 12-Oct 16

Systems Support Analyst (IVRS)

Develop and maintain user manuals for Investigator Sites as well as subject manuals

Develop system tests, data loading documentation, and report validation documentation

Act as the primary support for end-users of IVR systems and resolve issues within a timely manner

Create SQL queries for troubleshooting issues and reporting

Facilitate defect review meetings involving all stakeholders to review defects, identify severity and set priorities as per client requirements, ensuring accuracy and conform to deadlines.

Diagnose problems by checking database, determining if lab values are out of range for the study, walking end-users through the process

Process database change requests (Data Correction Forms [DCF]) from internal/external Clinical team members, Sponsors and Site users

Maintains thorough and complete documentation of end-user calls and of any database change requests

Provide Sponsors with weekly detailed reports that include but not limited to Subject Data, Protocol Deviation/Change Control

Review database corrections and changes made by other team members in the IVRS/IWRS department

Monitor site material expiration dates and initiates action when expiration date updating is required

Initiates and tracks Clinical Team Management (CTM) shipments, shipment receipts, depot inventories, site inventories, IVRS-IWRS functionality, expiry dates, packaging randomization codes and drug accountability

Support CTMS and EDC mapping to IRT system

INC Research, Raleigh, NC Dec 11 – Mar 12

Sr. IVRS Project Specialist

Assists with validation team/initiatives in preparation for validation and performing system/application testing for IVRS/IWRS systems

Perform database management activities such as creating trackers in MS Access and making user account updates in Oracle

Write SQL statements and execute SQL database changes that have been identified and approved by Sponsor or project team members

Coordinated with end-users to schedule and support User Acceptance Testing (UAT).

Used Quality Center for bug tracking and reporting, also followed up with the development team to verify bug fixes and update bug status.

Extensively performed Functional Testing and End-to-End Testing

Assists the development team with DB programming activities and make appropriate updates

Create tools for the helpdesk using and c# to update end-user’s password and database entry

Generate reports using SQL for various studies

Create IVR/IWRS user accounts

Analyzed user requirements, Use cases, and business rules to prepare Test cases.

Prepared the Traceability Matrix for mapping the Requirements with the Test Cases through Quality Center.

Developed Test Scenarios against Software Requirement Specifications

Performed Functionality Testing and GUI Testing.

Performed Backend testing by extensively using SQL queries to verify the integrity of the database.

Provide phone support for IVRS/IWRS clients

INC Research, Raleigh, NC Mar 10 – Dec 11

Senior Customer Support Specialist (Team Lead)

Performed staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required

Ensured that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department

Coordinated training requirements of Help Desk personnel

Contributed to departmental productivity and development objectives by participating in training programs

Ensured that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions

Performed duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service

Demonstrated management and decision making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule

Managed multiple high priority initiatives in a fast paced highly technical environment

Performed professional primary third level computer support for internal and external customers

Served as a resource and mentor for junior level staff

Created user LAN accounts

Assisted with imaging and system configuration for new employees

Configured wireless access for both internal and external clients

Provided support for the usage of business applications to include but not limited to Microsoft Access, Excel, Power Point, Project, Word, and Adobe Acrobat

Performed hardware upgrades and repairs to both desktops and laptops

Worked in conjunction with the Manager to evaluate and implement appropriate end-user computing tools and technologies

PAREXEL International, Durham, NC Aug 09 – Mar 10

Clinical Informatics Specialist II (Contractor)

Provided technical and administrative support for Clinical Informatics Data Assets

Maintained appropriate investigator compliance and data protection records using IMPACT CTMS

Administered web survey tools in support of feasibility and clinical informatics

Created electronic Site Survey for pharmaceutical company

Performed initial and ongoing entry of investigator data

Developed and maintain the Investigator databases

Assisted in the cleanup of the Investigator database

Extracted data from Lotus Notes Database and loaded to SQL database

Responded to requests for information from pharmaceutical companies worldwide

Family Health International (FHI), Durham, NC Dec 08 – Jul 09

Information & Communications Manager (Contractor)

Migrated old website to new website in Adobe Dreamweaver CS4, which includes the following web technologies: .asp, Flash, XML, SQL, CSS, java-script and Access

Maintained multiple SharePoint portal sites for clinical research departments within the FHI

Archived SharePoint content using Open Text Livelink

Developed registration webpage for company website

Managed both users and groups with permission in SharePoint 2007

Created document library, deployed calendar, task and maintain links in SharePoint 2007

Trained research staff on technical document procedures

Assisted in decision making in outsourcing FHI mail system

Developed, updated and monitored department databases

Created and maintained systems for producing technical documents

Provided technical support in the implementation and maintenance of electronic communication and information systems

Analyzed problems and recommended solutions to enhance functionality, reliability and usability of databases and systems

Assisted in the creation of operational, business and financial reporting

Represented FHI at meetings of collaborating institutions focused on information management and data transfer for research networks

State Street Corporation, Quincy, MA Aug 05 – Dec 08

Information Security Administration Specialist, Senior Associate

Created security reports using SQL Server

Generated queries using SQL, against company wide database

Created, Recovered and Unlocked Lotus Notes Mail accounts

Created LAN and Exchange accounts using Active Directory

Created Unix user logon accounts and other State Street specific accounts

Created and modified Access Control for LAN and Unix accounts

Created and implemented roll-out plan for Web based database application

Worked with department managers to create network security policies

Created daily security reports of any unauthorized Network violations

Created Database Application for Help Desk that tracks client calls and issues

Created and modified web content for State Street’s intranet site using tools, such as Macromedia Flash, FrontPage 2003 and Dreamweaver

Deployed Microsoft SharePoint 2007

Managed both users and groups with permission in SharePoint 2007

Created document library, deployed calendar, task and maintain links in SharePoint 2007

Created Multimedia Training Tutorial for Single Sign On; currently used on the State Street intranet site

Worked with management to develop and implement policies and procedures related to intranet site maintenance and enhancements

Implemented service patches to web applications

Salesnet, Boston, MA Jun 04 – Aug 05

Network Administrator

Managed Microsoft Enterprise Server environment using Active Directory

Configure DHCP/DNS zoning for internal network which includes but not limited to MX Records, IP reservations, and adding sub-domains

Migrate from Windows 2000 to Windows 2003

Responsible for Configuring and maintaining backups for all company data using Veritas Backup Exec.

Involved in purchasing decisions for PC and server configurations

Installed, configured, and maintained the company’s network servers, workstations, and software

Supported connectivity for handheld email devices: Blackberry, IPAQ, and other units

Responsible for domain and email account creation

Roxbury Multi-Service Center, Inc, Boston, MA Jun 02 – Dec 07

Computer Instructor (secondary job)

Planned, researched, wrote, and devised technical training materials for new software products and features, including presentations, lab exercises, note-taking guides, and quick references

Developed technical training coursework for staff and external students

Provided staff with Outlook 2003 training

Provided and educate computer instructions and terminology, pertaining to MS Office, MS Windows 2000, and Windows XP

Created instructions and manuals for installation of new hardware and software

Taught students and Staff on how to design websites using Macromedia Dreamweaver, Macromedia Flash, and MS Front Page

Configured A\V and Video Conference equipment between two Roxbury Multi-Service sites

Eprise Corporation, Framingham, MA Mar 00 – Apr 02

Desktop/System Administrator

Designed, deployed, administered, and maintained multiple stable, efficient and scalable corporate web servers, running IIS on Windows 2000 Advanced Server, with Microsoft Transaction Server, SQL 2000 Server, Cold Fusion Server 4.5 with ODBC connection. Also, performed weekly virus definitions file updates on file\database\web servers

Responsible for developing deployment strategies, along with backup & recovery, policies & procedures for company wide upgrades to Windows 2000, SQL 2000, Office 2000 and other company standard applications

Provided and maintained systems migration / administration support in Windows NT/2000 Advance Server platform.

Configured laptop and desktop pc’s.

Configured client pc’s for DHCP

Set up ODBC Settings, specifically drivers and system DSN’s for Unix database connectivity

Utilized SMS and Win Install for installation purposes

Troubleshooting and resolved various hardware issues (salvaging crashed hard drive data, upgrading RAM, etc.)

Updated and controlled the volume of tickets in the call tracking system

Provided general support to end users; included network connectivity, account creation; remote login using VPN, and other company standard applications

Genetics Institute, Cambridge, MA Apr 99 – Mar 00

Sr. Help Desk Analyst

Provided in-house support to approximately 3500 Genetics employees via phone and email

Performed PC and Macintosh installations and upgrades

Supported desktop applications including MS Windows 95, NT 4.0, Mac OS, MS Office, Novell Groupwise, Internet Explorer and Netscape Navigator

Assisted users with receiving email using Novel GroupWise and unlocked Novel user accounts

Using strategic line of questioning, determined if it was a network connectivity issue using various DOS commands and checking users DNS, WINS, Tree and Context information for a successful Novell login

Assisted employees with PC trouble, requests, and LAN related issues either via internal Help Desk

Performed desk-side assistance

Configured desktops for static IP and/or DHCP client access

Troubleshooting of network connectivity issues

Stream International, Canton, MA 1996 -1999

Information Services/Help Desk Administrator

Provided quality phone support for the installation and basic troubleshooting of Microsoft Products: MS Windows 95, Exchange, MS Outlook, and MS Office 95/97

Responsible for connectivity with Microsoft’s Exchange Server, configuration of client POP, and SMTP settings

Assisted customer with technical hardware support on installing hardware components: memory cards, video cards, controller cards, LAN cards, disk drives, modems, etc.

Contact this candidate