Document Control Customer Service

SHERIFF NGUM

**** **** ** *, ******** Park, MN, *5444 763-***-**** ******@*****.***

Experienced Document Management Specialist with over 10 years of experience in customer service, document management and IT support services. Possess a remarkable work ethic and dedication. Skilled and accomplished desktop technologist with an exceptional service philosophy and a proven ability to be a key team player. Will bring a wealth of experience in both data and content management, process improvement and workflow streamlining as well as oversights and reporting. Successful in improving processes to create a superior customer experience while increasing productivity and reducing costs. Experience leading cross-functional teams in the development, documentation and delivery of process innovations driving the attainment of business goals. Document Processing Specialist developing and implementing document control and management strategies. Stores documents correctly for easy employee access. Excellent communication and organizational skills, with proficiency in standard office software and attention to detail.

Document Processing Specialist developing and implementing document control and management strategies. Excellent communicator both oral and written,. Proficiency in standard office software and attentive to detail. Strong organizational skills and ability to think strategically and react quickly to internal and external needs. Oversee and facilitate Change Implementation Board meetings to ensure plans to implement approved and verified changes are complete, appropriate, and properly. Product Lifecycle Management (PLM) system. DHF and DMR releases. Working knowledge of 21 CFR 820, 21 CFR Part 11 and ISO 13485. Experience with Windchill PLM. File/Records maintenance

Team management

Microsoft Office Suite and Adobe Proficient

Records Management and Retention

Workflow and Inventory Management

Process Improvement and streamlining

Exceptional Customer Service

Technical support

ServiceNow

Process Documentation

Quality Assurance

Data driven decision-making skills

Organization & Time Management

Detail Oriented

Analytical and Problem solving

Regulatory and Compliance

Requirements Gathering & Analysis

User Acceptance Testing (UAT)

Project Management

Enterprise Implementations

Documentum

Enterprise Content management (ECM)

FileNET

Migration of Documents and Applications

KPI Dashboards & Scorecards

Data Mining & Analytics

Risk Management

BI, ERP & Big Data Platforms

Proficient in SAP/SAS Solutions

Salesforce

Windchill

Propel

LEADs

Agile Project Management & Methodology

Conflict and dispute resolution

Positive learning process

Domestic and International Experience

Problem resolution

Proficiency in SAP

SAP Business One

SAP Infosys

CRM Systems

Time management skills

Results-oriented

Team building

Workflow coordination

Change Management

Client-focused

Communications - Written or Oral

ISO 13485

Work Orders

Recordkeeping skills

Quick learner

Operational improvement

Business operations

Product Lifecycle Management (PLM) system

Agile Project Management

PROFESSIONAL SUMMARY

SKILLS

Certificate Certified Nursing Assistant (Registered # 17297) Minneapolis Community & Technical College Minneapolis, MN High School Diploma

Gambia Muslim High School Banjul, The Gambia

Engineering Document Control Coordinator ENTEGEE Inc / AbelConn Electronics New Hope, MN 3/22 - 6/22 General Inventory Transaction Flows for INFOR

General PN / BOM/ Routing/ warehousing and stock interactions in INFOR including impact on MRP Initial BOM creation and upload process.

Future Tool Modifications

Routing creation (including FTB routings)

MAP creation and standards.

New Part Number Creation

Proper Templates for Item Revision and Item Warehouse, along with proper selection of options. Temp Routings and actual routings

Proper setup of Item Process with Routings

Proper setup of Customer Program Information (IR) and Custom Items tables Routing Revision (Updates to Item Process and Current Revision of PN) (Post FTB changes) Family Routings and how to use.

Part Number Revision (Implementation Status, Effectivity Dates, Drawing vs Part Revision) BOM Revision (Link to PN Revision)

MAP Revision

MAP revision control and BOM inclusion into INFOR. APTOS updating for Quotes (Include CSR/Purchasing/Engineering) APTOS updating for NPI projects (Include CSR/Purchasing/Engineering) APTOS updating for Customer ECOs of Existing Part Numbers (Include CSR/Purchasing/Engineering) ECR/ECN process within INFOR

Standard Parts changes

QMS documentation changes

QMS Documentation and Rev Control in INFOR

Technical Contract Review (TCR) process, replace ENG-15. Workflows step by step Processes (NPI & ECN)

Formatting Changes to QMS Templates for Work Instructions and Policy / Procedures Bills of materials, ECOs, ECRs, and ISO documents were all created, routed, and data input by me. EDUCATION

WORK HISTORY

Project Document Control Coordinator ProKatchers Suwanee, GA 10/21 - 2/22 Compared incoming data to quality, integrity, and accuracy standards, found flaws, and implemented timely fixes. Devised and implemented a new process for approving design plans and engineering change requests in order to reduce cycle time. Obtain documents from project resources (Engineering, Validation, Manufacturing, QC) and update documents as needed to adhere to mandatory document formatting for entry into document management system. Initiate and track document workflows into document management system. Incorporate comments and formatting necessary during the document review process. Demonstrates an understanding of control process and procedures, including electronic and hard copy format Works on assignments that are routine in nature but has the ability to recognize when deviation from accepted practice occurs. Complete mandatory training within required timeframe Perform additional tasks and duties as assigned

Assemble controlled GMP documentation for use including logbooks and controlled procedure document binders throughout the facility.

Review documentation submitted to Document Control for archiving for good documentation practices requirements Process archive documentation by updating logbooks and spreadsheets to maintain controlled documentation archive storage Archive received documentation in Document Control Archive according to archive procedure including placing in appropriate storage location and method of storage.

Maintain index of Document Control Archive room, including inventory for documentation that is present on-site and documentation that is located off-site

Compared internal records policies and document management standards to document management protocols and user activities. Material Coordinator ENTEGEE Inc / nVent Hoffman New Hope, MN 8/21 - 10/21 Getting and assisting in PO confirmations

Following up on past due POs

Validating missing PO receipts with PODs

NCR/RMA material being moved thru QA team

Carton ordering releases

Assorted clerical assignments

Created timetables and production commitments using data from sales forecasts. Collaborated with five supervisors and team members to better understand supply requirements and bring levels within acceptable limits.

Use Citrix and Microsoft project to update status reports so that I can keep track of project progress and deadlines. Scheduled deliveries of Materials materials at a specific time to start production on time. Gathered information from a variety of sources on a variety of planning issues, wrote thorough reports, and presented findings to Buyers or in Production meetings.

Developed and maintained automated tracking systems, hard copy files, and records to improve office workflows. Collaborated with project managers to determine schedule and volume requirements in order to effectively coordinate deliveries and maintain supply levels.

Documentation Specialist Advantage Resourcing/Cantel Medical Houston, TX 5/21 - 6/21 Cataloging of completed documentation and records

Maintain systems for documentation storage

Archive and retrieve documents stored off-site

Ensure that document destruction is carried out per policy Good Manufacturing Practices (GMP)

Documentation Specialist Collabera, Inc./Abbott Labs Minneapolis, MN 1/20 - 2/20 Effective change request administration

Properly applied configuration control concepts

Providing technical support to project teams as required Maintenance of controlled documentation and records Maintenance of documentation databases and enforcing adherence to written documentation policies and procedures Billings and supply chain accounting

Import and Export invoice documentations

Import and Export audit and compliances adherence to Customs and Border Patrol (CBP) guidelines Allocation of Harmonized Tariff Schedule and Codes numbers (HTS / HTC) Customer Support Specialist Rose International/Target Corporations Chesterfield, MO 9/19 - 2/20 Resolve customer issues through online chat or phone. Handle and resolve escalated customer issues.

Provide top grade customer service to customers.

Answer all customer questions and concerns for a favorable resolution. Help and guide customers having issues navigating company website and apps for a better online shopping experience. Support customers having technical issues by troubleshooting. Utilizing ServiceNow creating tickets for resolving all technical issues. Answered average of 45-65 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.

Document Management Specialist Marquette Transportation Finance Bloomington, MN 12/17 - 7/18 Reviewed and processed invoice submissions, both electronic and paper. Monitored invoices in Outlook inbox and MTF ftp site and formatted files for MTF compatibility. Troubleshoot, submission or download issues; working closely with Operational and General Management. Ensured client compliance with approved collateral and operational guidelines. Operated scanning equipment as needed and aiding current and potential data download clients. Loaded invoices to Factor Pro system via data file or data entry. Matched image files to data file; ensured accurate entries into Factor Pro. Assigned new debtor numbers and performed maintenance as needed, on debtor cross reference files. Moved images to appropriate inbox in Fortis.

Reviewed invoices for completeness and adherence to established guidelines. Reviewed entries against debtor statements and reports for debtor files Handled invoice distribution to debtors’ files.

Document Management Specialist Capella University Minneapolis, MN 10/00 - 1/18 Repeatedly promoted during an 18 year tenure with Capella University taking on more responsibilities for entire document management functions.

As a key member of document management team, helped implement the first document management system for Capella and was a key leader in shaping processes and procedures to meet the demands of a high growth organization Decreased department costs 45% by implementing streamlined process for entering documents into the learner and faculty database.

Improved customer service satisfaction 40% by creating an internal escalation process and demonstrated quality service through interactions with customers.

Provided executives with analytics and decision-support tools used as the basis for reorganization, consolidation and relocation strategies.

Partnered with developers to automate manual processes, saving time and money while decreasing errors. Credited as a primary driving force behind a 5% increase in margins 2014-2015 fiscal year. Subject Matter Expert (SME) to SharePoint and for all organizational document and workflow processes. Completed timely and accurate processing and indexing of all incoming faxes for both learners and faculty to their respective Singularity files.

Lead and handled escalated learner and faculty document issues for the Document Management Team. Contribute to Document Management Vendor Research. Participated in testing Implementation and the conversion of new Perceptive Content Document Management System. Trained existing and new team members.

Performed quality audits for the Document Management Team Successful implementation of process changes with focus on positive change management. Created process documentation inventory and participated in periodic review of processes. Collaborated with stakeholder groups across the organization to ensure business and technology alignment. Proposed solutions meeting defined specifications and needs.

Performed quality assurance, system integration and user acceptance testing facilitating on-time, on-budget and acclaimed “go-live” of enterprise implementations for up to 12,000 global users. Migration of Documents and Applications

Provide support to all departments and schools with the timely Imaging, Indexing and processing of learner and faculty documents into a Document Management System.

Contributed to design and implementation of overall corporate documentation standards, numbering conventions and templates. Enterprise Content management (ECM)

Identified areas of weakness and recommended or implemented process improvements. Ensured continuity among corporate and divisional work teams by documenting and communicating actions, irregularities and continuing needs.

Developed and executed system implementation plans to permit integration of users and documentation for company mergers. Monitored and created control reporting to track performance of system and process integrity, vendors, internal workflows and SLAs. Assessed impact of emerging technology and system upgrades on workflow. Maintained document control system including work instructions, procedures and associated databases. Created and maintained user accounts and properly routed documents for approval and training. Modified and maintained tools to support operations and business process creation using Adobe Acrobat, SharePoint, Excel and Access capabilities.

Assisted in continuous improvement activities while developing and maintaining resulting documents. Collaborated across departments and levels of management to gain consensus on procedural documentation. Ensured continuity among corporate and divisional work teams by documenting and communicating actions, irregularities and continuing needs.

Performed document reproduction, printing documents from electronic sources such as email attachments, PDF files and cloud storage.

Identified areas of weakness and recommended or implemented process improvements. Assessed impact of emerging technology and system upgrades on workflow. Assisted with document troubleshooting, including corrupt documents and files. Provided assistance with document processes, both inbound and outbound, including document sorting, logging and work order creation.

Monitored and created control reporting to track performance of system and process integrity, vendors, internal workflows and SLAs. Documentum

FileNET

Introduced new communication channels for the client project, which allowed for better visibility and service options, improving overall support times by 20%.

Monitored and assessed issues that arose with clients, ensuring immediate resolution which promoted stronger relationships and resulted in more lucrative projects.

Assessed potential issues and recommended solutions that were within budget constraints. Led weekly meetings among training staff to brainstorm and ask questions, enabling peers a venue to resolve issues quickly and effectively.

Used Microsoft Excel to develop inventory tracking spreadsheets. Coordinated weekly team meetings as module lead, resulting in improved communications and better overall work relationships among project personnel.

Process Improvement: Collaborated with teams/departments to ensure smooth work flow and efficient organization operations. Collaborated with team of 8 in the development of a new Document Management System. AWARDS

Capella Red Carpet Award Winner (2007) for innovation. Capella Moment Award Winner (2001) for spearheading the paper to electronics initiatives and cost saving measures. Capella Promise Award Winner for leadership, innovations and teamwork. Multiple VIP backstage Pass Awards for performance and customer care. Recipient of multiple LSO Rewards and Recognition Awards Activities. Member - Capella Emergency Response Team.

Member - Document Management Mail Services (DMMS) Award Team. Member - AIIM (Association for Information Image and Content Management). Youth Counselor - SUCCEED a non-profit mentoring program for troubled teens. Captain - The Gambia Soccer Team in Minnesota.

Treasure - Pan-African Heritage Foundation of Minnesota, a non-profit organization that promotes Diversity and Community Involvement.

Member - International Organization of Good Templar's (IO GT). Toastmasters

ACCOMPLISHMENTS

ADDITIONAL INFORMATION

AFFILIATIONS

Contact this candidate