IT Lab Support Engineer
Resume:
John L. Roberson
Somerset, NJ *****
732-***-**** • ****.********@************.***** • linkedin.com/in/john-roberson-7b657540/
IT Leader
Top-performing GxP IT professional with progressive experience managing complex IT infrastructures, networks, and projects.
AREAS OF EXPERTISE
High achieving leader with a history of leading daily execution of IT functions—new technologies, infrastructure, project management, operations maintenance, troubleshooting, and end user, software, hardware support and asset management.
Expert at project scoping, team building, managing deadlines, understanding and articulating priorities, architecting technical solutions, and delivering results.
Excellent communicator with a high business acumen and the innate ability to manage multiple concurrent projects.
PROFICIENCIES
Technical:
Office365 Admin, Windows, Mac OS, Salesforce, InContact Softphone, InSupport, ServiceNow, VoIP, DHCP, TCP/IP, TEAMVIEWER, Cisco VPN, SharePoint, OneDrive, Citrix,
Core:
Teamwork, Project Management, Client Service, Process Improvements, Cross-Team Collaboration, Quality Standards, Risk Management, Relationship Building, Training, Service Level Agreements (SLAs), Hardware Device / Software Inventory & Management
Professional Experience
LTI Mindtree, Supporting Johnson & Johnson CAR-T Manufacturing
Johnson & Johnson, Raritan, NJ
Contract, CAR-T (Carvykti) Local Lab Support (8/2023 – Present)
Functioning as MLL Laboratory CAR-T Run Support Lead providing laboratory computing and scientific application support to all scientists associated with the JJ CAR-T manufacturing pods and QC Labs. The Lead will be working with Scientific Staff, Enterprise J&J Application Support Teams, J&J Infrastructure, Vendor Service Engineers, J&J Facilities, and BUIT Ops to support the manufacturing operations.
•Manage requests/incidents from Laboratory Scientists and assist with build and maintenance of their Lab IT Instrumentation.
•Working in a life science laboratory environment including GxP environments.
•Assist Instrument Vendors with PC installation and network connection to the Lab Network.
•Maintain documentation of stand-alone scientific applications and configuration in run books.
•Manage the Lab Systems Inventory and Application repository.
•Deploy standardized PC hardware and deploy to laboratory environment.
•Maintain Lab Systems in Active Directory Operational Units and GPO
•Maintain Operating System Patch levels using Push Management policy and tools.
•Maintain and support Laboratory PC Backup Systems
•Assist with defined project deliverable, manage lab system maintenance, and provide.
oversight for the successful execution of services
•Work with Scientific Staff, lab systems, infrastructure, and security aligning in the review and execution of support and maintenance work
•Provide work updates/tracking, monthly financial reports and monitoring work planning activities and contract spend.
Robert Half, Supporting PTC Therapeutics
PTC Therapeutics, Bridgewater, NJ
Contract, Lab Support Engineer- Asset(10/2022 – 5/2023)
Provides day-to-day technical and application support to the scientific community at the company. Internal computer systems; software and hardware and various lab equipment. Installs, configures, and troubleshoots lab equipment in a heterogeneous environment. Maintains passwords, data integrity and file system security for the Laboratory environment. Communicates highly technical information to both technical and nontechnical personnel. Recommends hardware and software solutions, including new acquisitions and upgrades. May conduct training programs designed to educate scientists on basic and specialized applications.
Key Achievements & Skillset:
Provided support for regulated hardware and software incidents and Service Requests
Provided ongoing communication to responsible parties.
Responded to queries, onsite or remotely where necessary.
Escalated to corporate IT when necessary.
Investigated and troubleshoot hardware and software working with vendors when required.
Worked in conjunction with Facilities and Desktop Team to perform moves.
Performed Incident ticket processes; Responded to assigned tickets (routine and urgent) within the timeframe specified by the current service level agreement and works issues through to resolution; Maintained appropriate documentation within the Incident system as determined through periodic ticket quality reviews.
Performed advanced network connectivity troubleshooting and escalated to Infrastructure where necessary.
Responsible for all vendor processes, approvals and documentation.
Responsible for evaluation & driving to approvals of Capital Appropriation Request (CAR).
Performs software installation processes and software troubleshooting with vendors as required.
Performs effective incident escalation to Technical Teams when necessary.
Assisted in developing and creating standard operating processes to continuously improve Lab Support.
Followed standard operating procedures and best practices for all service and incident situations.
Kept clients informed of outages and statuses; provide and recommend alternative connectivity methods during outages.
Responsible for project participation including system upgrades, service improvement initiatives and service requests.
Responsible for creating and updating Lab support documentation including installation and set-up guides for various software and hardware packages.
Responsible for learning and utilizing new services and products or changes to existing services and products.
Responsible for learning and utilizing new services and products or changes to existing services and products.
Acts as an escalation point to Level I
CDA, Supporting Novartis
Novartis, USMB Morris Plains, NJ
IT Lab Support III (9/2020 – 5/2022)
Lead Tier 1, 2 technical support for Novartis USMB in Morris Plains Install, maintain, update, troubleshoot, and resolve hardware, software, and end user issues. Liaison between Desktop Support, Business Operations, and Network Engineering, aligning tasks to meet shared goals. Provide GxP compliant Documentation on all application changes. Present status updates to senior leaders and key stakeholders. Ensure adherence to internal regulations and all SLAs.
Key Achievements & Skillset:
Coordinate physical network setup and installation
Network Patching in the IDF/MDF (Network closet / Data center).
Work with global connectivity team to configure network switches for VLAN and network traffic routing.
Support the team on C-layer/P-Qtz devices as it pertains to connectivity & infrastructure.
OT Application Support for C and P-QTZ layers.
Manage Application lifecycle - patches, updates, etc.
Define, build and manage Golden image for various lab devices.
Review and analyze Gaps and provide solution to mitigate
Create a patching test environment work triage, application, OS Patching,
Coordination, Qualification, validation support for Application managers (AM), etc.
Document, manage and support the Change management process for Patching (OS and Application)
Escalation support for Incidents and request from customers for OT
Application and infrastructure
Escalation support and Monitoring of IT Core team (L1) performing
Patching, OT Account management, on boarding, off boarding, etc.
Escalation point for OT Off hours support from Customers and on-site IT
Teams and all other OT services being performed by IT.
Support the project team to onboard new services/tasks to OT operations.
Support AM and Project teams with applying images for the devices on C and P-qtz layers.
Create images for back-up and storage on the NAS as per work procedure.
Perform Application recovery and Data restore tests for all asset types on PQTZ
Perform Data Management on assets connected to P-Qtz and C layersincluding NAS.
Network administration and enhancements
Manage the network maintenance and support
User management for the network and devices/instruments on the network which include periodic user review. Currently, following units are connected to Pqtz:
oBacT (BioMe'rieux)-6 (Total Work Orders for year 2020 -26 Work Orders)
oPlate Reader (BioTek)-5 (Total Work Orders for year 2020-100 Work Orders)
oFlow Cytometer (Becton Dickenson)-7 (Total Work Orders for year 2020-95 Work Orders)
oCell count and viability analyzer (ChemoMetic)-45 (Total Work Orders for year 2020-114 Work Orders)
oQuant Studios (Thermo Fisher)-4 (Total Work Orders for year 2020- 20 Work Orders)
oQIAgility (Qiagen)-3 (Total Work Orders for year-11)
oSpectroPhotometer (Tecan)-2 (Total Work Orders for year 2020-13 Work Orders)
oFIT unit (PALL Corp)-2
oFTIR (Agilent)-3 (Total Work Orders for year 2020-6 Work Orders)
oNimbus (Hamilton)-1 (Total Work Orders for year 2020-2 Work Orders)
oGrowth Direct (Rapid Micro Biosystem)-New
Data management (backup/archival and restore/retrieval)
OS patching of Asset/Application
Hardware Asset management
Hardware setups for new instruments
Problem Management/Incident Management Configuration Management
Technical Audit trail review for applications
Application management and support
Management/Creation/Implementation of group policies for specific asset applications
CAPAs/Deviations/Investigations
Change Requests and executions (SNOW and Agile).
ISRM support, managing and execution of support activities (which includes but not limited to eHLCCD, Security assessments, gap assessments, gap remediation, etc.)
Network administration
Manage network (hardware and virtual) maintenance
Hardware maintenance, repair, and replacement
Hardware setups for new equipment
Application management and support
oBMRAM-1
Technical Audit trail review for applications
Application management and support
CAPAs/Deviations/Investigations
Change Requests and executions (SNOW and Agile)
Xerox-Conduent, Pharma Health & Life Sciences
Infrastructure Associate III/Asset Management(3/2016 – 09/2019)
Lead Tier 1, 2, 3 technical support for Somerset and Basking Ridge Call Centers and Pharmaceutical PAP Call Center. Install, maintain, update, troubleshoot, and resolve hardware, software, and end user issues. Liaison between Desktop Support, Business Operations, and Network Engineering, aligning tasks to meet shared goals. Document all application changes. Manage technical projects from scope and planning through testing and deployment. Present status updates to senior leaders and key stakeholders. Ensure adherence to internal regulations and all SLAs.
Key Achievements & Skillset:
Provide Technical Support and on-boarding to CEO and Executive management at Conduent temporary offices
Built and trained a team of call agents to function as second and third shift front line technical support and UAT testers for HIPAA-compliant PAP call center.
Conducted extensive staff training to fill crucial skill gaps and meet SLA terms with Pharmaceutical clients.
Spearheaded a Windows 10 rollout plus software upgrade and UAT testing to meet new client SLA agreements.
Network Infrastructure Support
Executive Desktop Support On-site and Remote
Call Center Agent Deskside and Remote Support
VOIP InContact Administrator
Office 365 Suite Global Administration and Support
Windows Domain User Account Administration
Windows 10 Desktop migration and support
Lenovo Hardware / Software Support and Configuration
Hardware Device / Software Inventory & Management.
Hardware & Software Purchasing/Acquisition
Managing Hardware Assets in Service Now.
Importing Electronic Purchase Orders/Devices into various Xerox&Conduent Databases including Service Now
Network Printer Installation & Configuration
Xerox WorkCentre 8xxx,7xxx, 6xxxseries Printer Setup & Configuration for Workgroups
Windows 7 & 10 Installation, configuration and support
IT Project support and management
TCP/IP, DHCP, DNS
Cisco Switch & Router iOS basic Configuration
Apple, Samsung MDM via AirWatch / Intellihub
HIPAA IT Compliance and Support
Teamviewer, Cisco VPN, Webex, Teams remote access/Teleconferencing Training and Support
Salesforce CRM Deskside Support
User, Call Agent CRM application orientation and training
ServiceNow IT Service management
GEM Financial Services
Assistant IT Director (5/2013 – 1/2016)
Provided support for 25 New York City and Long Island location, troubleshooting and resolving end user desktop issues quickly and efficiently. Worked cross-functionally to translate business needs into technical plans.
Key Achievements:
Built and implemented network enterprise infrastructure for 25 NYC locations and 5 boroughs, collaborating with third-party ISP vendors and developers to design specifications.
Designed a VoIP hardware infrastructure, working closely with Broadsoft vendor on software requirements.
Education & Training
Associate of Science in Computer Science, Somerset County Technical Institute
Licensed Phlebotomist – Expired License ‘00
Cisco Certified Network Associate (CCNA) – In Progress
Contact this candidate