Quality Document Control

Quality System Specialist

Learning Management System (LMS) Expert ~ Document Control System Expert ~ Business Metrics Evaluation and Reporting

Requirements Gathering and Data Analysis ~ Helpdesk and Ticketing Management ~ Documentation Review and Approval

Staff Training and Supervision ~ Risk Administration ~ GxP Quality System Training

Qualifications Profile

Multifaceted, goal-driven, and performance-focused professional with broad-based experience in technical operations and client services management; backed by expertise in systems administration, metrics analysis, and portfolio administration.

Detail-oriented analyst and quality specialist, adept at identifying and maintaining system capabilities, as well as performing user acceptance and quality assurance testing activities for multiple projects, systems, and applications developments.

Strategic leader and concept-to-execution driver, with proven success and contribution in creating and managing scalable solutions and quality management systems, while driving process innovations to consistently achieve client goals and organizational objectives.

Highly communicative coordinator, adept at leading and collaborating with other professionals, coupled with effectiveness in providing first-rate services and high-quality deliverables for small and fortune-500 companies.

Technically inclined professional, proficient with Windows OS and Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint).

Professional Experience

RDS Solutions, Clinton, NJ

Client Services Specialist Apr 2019–Present

Record and assist high-value client requests regarding networking trouble support, carrier follow up, billing support, and multiple client needs through the company’s helpdesk ticketing system

Conduct thorough review and analysis on incoming emails and submissions to identify significance and effectively address request

Work closely with clients to provide effective assistance on departmental finances, network troubleshooting, technical issues, and carrier issue escalation

Career Highlight:

Guaranteed the quality and timely completion of all supported client events with 100% success rate

Johnson and Johnson § Various Locations (2009–2019)

Quality Records Coordinator, Raritan, NJ Feb 2013–Jan 2019

Oversaw the review, approval, and training development for electronic quality system records and documents

Produced document management training videos for MyQumas, an electronic document management system

Administered the daily ComplianceWire (LMS) creation, retirement, and update of quality system documents, while facilitating the face-to-face consolidation with customers for the end-of-year document management freeze

Executed quality assurance, system integration, and user acceptance testing for multiple MyQumas System upgrade projects and applications using ALM

Took charge of evaluating, developing, and uploading more than 6000 GxP Quality System Documents and workflows across multiple electronic document control systems involving Standard Operating Procedure (SOP), WI (Work Instruction), Policy, Guideline, Form, Templates, and Software Development Life Cycle (SDLC) Records

Facilitated quality system training for employees and global partners regarding the proper documentation procedures used in electronic document management system (EDMS)

Created quarterly review and executive reports on base business metrics

Managed and allocated Document control system tickets using the integrated risk information system (IRIS)

Career Highlights:

Develop and document procedures and action plans to define new systems and continually improve and provide system support for quality systems

Implemented innovative way in training and learning the ever-changing IT environment through quality training videos that eventually decreased learning curve time of enterprise document management system users by more than 30%

Metrics and Reporting Analyst, Raritan, NJ Jun 2011–Jan 2013

Performed executive reporting and analysis on enterprise incidents and department risks

Generated and determined key performance indicators (KPIs) for the Metrics and Reporting teams

Developed and complied with the department onboarding and off boarding process

Investigated over 500 incidents within the Incident Management System to determine and resolve trends and bottlenecks

Established and sustained critical objectives within the IT Risk Management Department

Tracked and reported late and non-conformances within risk management to executive management

Career Highlights:

Contributed to the successful execution of multiple external and internal audits

Served as co-creator for the development of a purchase order (PO) process for risk management

Analyst, Portfolio Management, New Brunswick, NJ Jun 2009–May 2011

Strategically used time and portfolio management systems in project development and maintenance

Administered the design and maintenance of company’s SharePoint PMO Team site

Assumed accountability in maintaining and verifying quality project management portfolio and clarity systems

Prepared and compiled SharePoint list and Information architectures for the Portfolio Management (PM) team

Worked with teammates in developing Data Dictionary for the PM group

Education

Bachelor of Information Systems in Cyber Security

Strayer University, Herdon, VA

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