Support Analyst Adjunct Instructor
Resume:
Colleen Gale
******@*****.***
Summary
Experienced Trainer and Support Analyst with a diverse work history in Manufacturing/Distribution, Pharmaceutical, Clinical Research and Financial Services industries. Skilled in Client Software Implementation, Training Delivery, Documentation of Training manuals, Quick Guides and Videos, Technical support for Internal and Client users and Business Process Improvement.
Experience
Consultant – Veeva Systems - Jan 2022 - Present
Lead life sciences customers in the rapid configuration and implementation of applications to support quality processes to ensure customer success
Guide customers on how to enhance their quality and compliance culture using Veeva’s Quality suite to drive risk analysis, quality metrics, continuous improvement, and audit/inspection readiness
Content management solution design, prototyping, configuration, and documentation
Primary customer liaison managing communication between the project team, customer, and internal stakeholders
Mentor project team and junior consultants in the Professional Services organization
Chatham Financial - Oct 2013 – Jan 2022
Product and Technology Support/Trainer
Super User for the Financial Institution SaaS interest rate derivative platform
Deliver best in class customer satisfaction by working with clients to optimize their use of the technology to support their internal processes
Lead client software implementations
Train internal team members and client users on the SaaS platform
Develop training manuals, quick guides, and videos for internal and client users
Primary point of contact for all team, client and supporting team technical support issues
Manage issue tracking using Salesforce cases, triage and define and resolve the problem, escalate to development team and communicate the resolution to the team and clients
Participate in scrums and work with developers and product owners as features are being implemented for the application.
Participate in user acceptance testing and design sessions
ICON Clinical Research - July 2006 - October 2013
Sr. Corporate Trainer
Conduct computer training needs assessments by collecting information pertaining to work procedures, workflow, and reports, understanding job specific functions and tasks
Work with business partners to evaluate training effectiveness for specific job applications
Work with Development/Application Support teams to identify updated system functions that affect training content
Design computer training content including curriculum and manuals that are closely aligned with business processes
Conduct training classes by presenting job-specific, company-specific, and generic software applications
Develop training content including online courses, training manuals and instructor guides using Adobe Captivate, Articulate tools
Provide individual business application support to end users post training
Maintain technical knowledge by attending educational workshops, reviewing publications
Work closely with the business application owners to ensure that training content is closely aligned with business process
Lansdale School of Business – Jan 2008 - May 2013
Adjunct Instructor
Facilitated classroom instruction - Microsoft Office Suite and general Business Management topics.
Alliance Consulting/McNeil Consumer & Specialty Pharmaceuticals
Business Analyst
2005 - 2006
Management of Change Control process to ensure all applications are within compliance
Creation of validation documentation and training materials for various applications
Creation of test plans, test scripts and execution of testing for various validated applications
Production of weekly reports in support of the IM Technical Leads
Liaison between IM and the Business gathering key information in support of the CM Stage Gate process
Hunter Douglas - July 2002 - May 2005
Software Support Analyst
Ashland Chemical - 1990 - 2002
Computer Analyst
Education
Franklin University, BS, Human Resource Management
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