--Director of Quality, Compliance, and Audit--

Qualifications Profile

Seasoned, astute, and results-oriented professional, offering broad-based experience in the IT industry, with focus on help desk and end-user computing services. Adept at developing and implementing various programs and projects that brought significant improvement to business processes and positive client experience. Effective at interpreting and coordinating program goals to various professionals from all levels and backgrounds toward overall success, while ensuring compliance with set-forth guidelines and principles. Known for outstanding leadership and management style as evidenced by proven accomplishments and employee career advancements.

Areas of Expertise

Organizational Systems

Quality Management Systems (QMS) Service Level Agreement (SLA) Lean

MasterControl Document Management System Key Performance Indicator (KPI)

Industry-Specific Processes

Quality Assurance Regulatory Compliance Internal Auditing

Training and Development Supplier Management Customer Service

Help Desk Administration Knowledge Management Process Optimization

Regulatory Bodies

Statement on Standards for Attestation Engagements (SSAE)

International Organization for Standardization (ISO)

Information Technology Infrastructure Library (ITIL)

Technical Acumen

End-User Computing IT/IS Support Services

Microsoft Office Suite Telecommuting Skype Video Conferencing

Professional Experience

Atos IT Solutions and Services Inc., Canton, CT 1998 2017

(Formerly Xerox ITO, Affiliated Computer Services and Superior Consultant Holdings Corp)

Director of Global Risk, Audit, Quality, and Compliance, IT Services 2012–2017

Rendered services to various clients, within the healthcare and pharmaceutical industries by leading the Quality, Compliance, Internal Audit, and Learning teams to support a client of consumer-health, biologics, and pharmaceuticals with more than 250 companies in over 60 countries

Played a key role as internal auditor to perform continuous improvement functions, root cause analysis, corrective action/preventive action (CAPA), and service improvement plans (SIP); as well as quality management representative to manage internal audit activities

Efficiently utilized document control to oversee process improvement efforts

Provided supplier management by facilitating the evaluation of compliance, risks, and process maturity

Offered hands-on support with the maintenance of the company’s ISO 20000 and 9001 certifications

Secured and properly managed an annual unqualified Statement on Standards for Attestation Engagements (SSAE), Service Organization Control Reports (SOC) reports

Observed strict compliance of MasterControl Document Management System with Food and Drug Administration (FDA) 21 Code of Federal Regulations (CFR) Part 11 requirements

Notable Accomplishments:

Succeeded in implementing an individualized the Quality Management System (QMS) based on ISO 9001 and 20000 standards and law, as well as client and regulatory requirements, including Sarbanes–Oxley, FDA, and GxP

Drove key efforts that transitioned an onboarding and off-boarding process into full efficiency

Developed and executed more than 20 training curriculums based on role and job functions to enhanced training compliance from 86% to 98% in three months, thus preventing penalty of $100K

Expertly handled the following projects, which significantly brought outstanding results:

ITSafe Process: Maintenance of a contract valued at $3M

Lean Process Navigator Training: Reduction of administration time from 10 to 2 hours daily; annual savings of $27.6K; and improvement in report delivery compliance from 32% to 80%

Remedial Training: Decrease of internal audit findings by 33% from 2015–2016

LMW/IQOQ Process: Enhancement of first pass approval SLA from 45% to 78% in the first month and 89% average in the first quarter; reduction of administration resource hours by equivalent of .5 full-time equivalents (FTEs) annually through document review; and increase of efficiency by site services staff, along with workflows processed by 25%

Xerox ITO

Quality Assurance Senior Manager, IT Outsourcing Global Service Desks 2000–2012

Established and oversaw he Quality Assurance (QA) Department for IT service desks, which included the following tasks:

Superior customer assistance;

Document control and process management;

ITIL v3 and ISO 20000 incident management compliance;

Continuous service improvement and client retention and satisfaction; and

Service level agreement (SLA) achievement, productivity, and efficiency

Demonstrated knowledge of Lean and Health Insurance Portability and Accountability Act (HIPAA) principles

Delivered technical management support on service desk operations, as well as more than 600 agents in different locations worldwide, including India, Mexico, Philippines, Poland, and the United States

Held full accountability in handling process management activities

Played a key role as audit readiness coach and subject matter expert (SME) for multiple service desk and desktop groups during all audits

Notable Accomplishments:

Led and accomplished various projects, including globalization of service desk, ISO 20000 certification, purchasing and implementation of Avaya, global services integration, and service center ticketing customization

Executed language proficiency and workforce management programs in support to the acquisition of a multiyear, multimillion-dollar contract for the company

Brought significant improvement to customer satisfaction levels within a client site, resulting in the attainment of $120K savings in monthly penalties through the Strive for Five quality program and continuation of contracts at two client sites

Earlier Career

Superior Consultant Company, Cheshire, CT

Help Desk Team Leader

Education and Credentials

Business Administration and Management Program

University of Maryland, University College, College Park, MD

Business Administration and Management Program

Cochise College, Sierra Vista, AZ

Certified Quality Auditor (CQA) Certification: In Progress; Expected Date of Completion: September 2018

American Society for Quality (ASQ)

Professional Development

Company-Provided Trainings

ITIL ISO 9001:2008 ISO 20000 Management Courses Lean Navigator Internal Auditor

Professional Affiliation

American Society for Quality (ASQ)

Activities

Volunteer–Team Pig Bark

Provided voluntary services as part of the competitive BBQ Team in support of a non-profit organization to raise funds and assist local charitable organizations through safe and enjoyable BBQ-themed events

Contact this candidate