MANDI COULOURAS

Dunstable, MA ***** • 978-***-**** • adiqry@r.postjobfree.com

linkedin.com/in/mandi-coulouras-021497a

SUMMARY OF EXPERIENCE

Systems Analyst offering 10+ years of experience in pharmaceutical, healthcare, medical device, and workforce management industries. Customer focused IT professional veteran.

Leading onsite and offshore teams.

Technical and business analysis, troubleshooting, review and publish Business Plans.

Collaborated with quality assurance (QA) and development teams to approve and distribute solutions.

Demonstrated ability to clearly articulate understanding of Problem, Change and Event Management processes.

Exceptional communicator both verbally and in person, able to leverage business and technical knowledge, combined with leadership skills, to effectively interact with vendors, customers, engineering, project managers, business users, and all levels of management.

Working knowledge of GxP environments.

Demonstrated ability to successfully provide support, to manage projects from planning through execution, and complete assignments under the pressure of fast-paced, time-sensitive environments.

Solid technical background with a demonstrable understanding of modern technologies, frameworks, and design patterns including SQL, Oracle, ITIL, XML, XSML, Java, SAAS, SharePoint, ServiceNow, JIRA, Networking, AppDynamics, Assyst, CTIP, EDC, RTSM, Impact CTMS, IQVIA Health Study Optimizer and Site Optimizer; Health Level 7 Programming, HL7, Mirth, Orion Rhapsody interface management, Wire Shark, Kronos Workforce Central Product Suite, Advanced Workforce Scheduler, Philips Clinical Telemonitoring.

PROFESSIONAL EXPERIENCE

PAREXEL INTERNATIONAL, Billerica, MA USA 2015 – September 2020

Senior Analyst, Technical Run Services (2018 – 2020)

Successfully lead technical team on client facing projects including CTMS, EDC integration and PWP site start-up projects.

Demonstrated excellent problem solving and communication skills.

Worked with service delivery teams to deliver solutions adapted in production.

Contributed to key technical decision making, process design updates, and feature changes.

Manage and consult on change requests for software updates.

Authored knowledge base article for supported products.

Point of Contact for Escalations of CTMS and respective integrations.

Develop User Acceptance Testing and execution.

Senior Analyst, Application Support (Site Start Up) (2015 – 2018)

Guide customers on best practices to optimize reliability,usage and confidence in CTMS releases (e.g)change management and validation).

Effectively influence and drive change within customer organizations

Provided implementation and production support services.

Set up new trials. Implemented all technology for assigned trials including working with colleagues across departments with specific responsibilities for part of the set-up.

Consulted with business users and developers to create functional and non-functional requirements, and project initialization documents.

Created and maintained SharePoint site.

PHILIPS MEDICAL, Framingham, MA USA 2013 – 2015

Senior Production Support

Consulted with business users and developers to create functional and non-functional requirements, and project initialization documents.

Determined high-level stakeholder analysis of software solutions for medical device software and hardware products specializing in remote healthcare monitoring device.

Created and qualified UAT scripts.

Provided tier III technical support services to internal customer base.

Maintained standard operating procedures (SOP).

Developed support plan.

Implemented HL7 interfaces using Orion Rhapsody.

ALERE HEALTH, Chelmsford, MA 2012 – 2013

Production Support Analyst

Provided tier III technical support services, implementation, and product planning for high visibility software applications servicing analytical health application.

Participated in new product roll out.

Created UAT plan.

TJX COMPANY, Framingham, MA 2011 – 2012

Business Analyst

Consulted with business users and developers to create functional and non-functional requirements, and project initialization documents.

Determined high-level stakeholder analysis of software solutions for workforce management software products specializing in retail forecasting and scheduling.

Created and qualified UAT scripts.

Collaborated with quality assurance (QA) and development teams to approve and distribute solutions.

PHILIPS MEDICAL, Andover, MA 2009 – 2011

Product Support Engineer

Created support plan for patient monitoring software application and device interfaces.

Developed and created system requirements for device interface software solution.

Collaborated with project management and development teams on new product requirements.

Implemented new products at external global client site.

Responsible for test lab set up.

Developed and delivered training.

KRONOS, Lowell, MA 2000 – 2009

Senior Technical Support Engineer

Implemented, installed, and supported Kronos applications, advanced workforce scheduler, and timekeeper.

Participated in software release roll outs and BETA programs.

Qualified software build pre-releases by testing builds for customer compliance and release to customer.

Assisted QA with product feature enhancements by documenting customer specifications and testing to those specifications.

Provided technical expertise to conduct specific performance or functional tests associated with resolving performance issues. Benchmark testing using PerfSpy, NW Sniffer, and Perfmon.

Mentored level I and II support team members.

Logged product deficiencies in bug tracking system.

Authored knowledgebase articles.

EDUCATION

Bachelors of Science, University of Massachusetts

Coursework completed

CERTIFICATIONS

Microsoft Azure (in process)

Information Technology Infrastructure Library (ITIL) Certified

Microsoft Certified Systems Engineer (MCSE) certification, BOSTON UNIVERSITY

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