Document Services Specialist
Resume:
ANDREA K. WILKENS
Madison, New Jersey 07940
*******.**@*****.***
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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