SUMMARY

Results-driven professional with a diverse background encompassing IT Analyst, Quality Systems, Communications, and Technical Support. With over 7 years of experience in roles ranging from System Development and Quality Management to Communications Strategy and Customer Service. Adept at leading teams, implementing solutions, ensuring compliance, and driving operational excellence. Recognized for facilitating smooth project execution, implementing process improvements, and delivering outstanding support to stakeholders. Leveraging expertise in Network/ System administration, I am committed to ensuring the reliability, security, and efficiency of IT infrastructures.

Committed to leveraging technical skills, industry knowledge, and leadership acumen to propel organizational success.

Pioneered the development of quality improvement programs, supporting company-wide initiatives and fostering excellence. Spearheaded and led the digital transformation initiative within the IT department, driving innovation and improving technology adoption across the organization.

Proficiently developed and implemented MasterControl Quality Management System modules, including Incident/Event Management, Deviation Management, CAPA Management, and Management of Change.

Successfully enhanced and implemented Veeva Vault Clinical Suite (CTMS, eTMF, Payments, Site Connect) and Veeva Vault RIM Suite (Registrations, Submissions, Submissions Publishing, Archive), improving operational efficiency.

Led end-to-end ERP implementation project, including requirement gathering, system configuration and post-implementation support.

Implemented continuous improvement initiatives by assessing system performance, optimizing ERP processes to meet Business needs.

Provided mentorship and guidance to IT and Quality Systems teams, ensuring adherence to timelines and compliant solutions. Managed commercial solutions and services, overseeing system change control, issue management, and support services.

Introduced process enhancements for issue escalation and management review, contributing to improved decision-making. Led the implementation of process improvements and ensured effective delivery of IT solutions, adhering to security and compliance requirements.

Functioned as the expert for the Promotional Review system, administering daily operational tasks within the Veeva PromoMats system. Provided comprehensive training to stakeholders on US and Global Promotional Review policies, procedures, and PromoMats system user configurations.

Delivered oversight for GxP computer systems, authoring validation deliverables per regulatory guidelines and company SDLC processes. Strategically designed and executed an integrated communication, marketing, and outreach plan, driving engagement through various channels.

Experience in tracking and analyzing marketing/communication KPIs, creating dashboards, and using data insights to drive decision-making and strategy. Excelled in data analysis using SQL and Excel, presenting insights through visualizations to project stakeholders.

Knowledge of UX principles and User research methodologies, enabling to contribute to user-centered design, surveys, A/B testing, and focus groups.

Contributed to project leadership meetings, providing communications updates, and aiding in decision-making and strategic planning. Demonstrated problem solving skills and proposing innovative solutions to enhance digital transformation process.

Demonstrated subject matter expertise in handling and mentoring teams, troubleshooting technical inquiries, and providing superior customer support. Effectively published performance reports, conducted training sessions, and participated in departmental meetings.

Exhibited proficiency in testing, including mobile applications, desktop beta versions, database conversions, and computer building.

EDUCATION

Bachelor in Business Administration, Osmania University, Hyderabad, India. Apr 2019

Master of Science – Information Technology, Valparaiso University, Valparaiso, Indiana. Dec 2022

EXPERIENCE

Manager, IT Business Relationship Abbott – Abbott Park, IL April 2022 to April 2023

Develop and deliver clear and concise communication updates to end-users, ensuring engagement in digital transformation process. Transformed technical content from stakeholders into easy understandable materials through User guidelines and email communications.

Implemented A/B testing strategies to compare and optimize User Interface (UI) elements, content and features to optimize website landing pages, mobile app interfaces leading to better results and user satisfaction.

Develop, enhance, and implement MasterControl Quality Management System and Veeva Vault Clinical Suite.

Manage and mentor colleagues in IT and Quality Systems teams. Coach and educate teams on command-and-control strategies to implement compliant solutions within budget and deadlines.

Gather business requirements through workshops, analysis, and documentation. Develop interactive data visualizations using Tableau and Power BI for stakeholders’ presentations.

Utilize Macros, SAS, Pivot tables, Power BI, Python and SQL for data analysis and generate comprehensive reports to uncover patterns and valuable insights.

Implement process improvements and ensure effective delivery of IT solutions and system enhancements, vendor maintenance and patch releases for SaaS cloud-based systems.

Ensure IT security and compliance requirements align with company policies and procedures and adhere to Software Development Lifecycle (SDLC).

Serve as the Operations team expert for the Promotional review system and provide training to stakeholders.

Administrative experience with Veeva PromoMats system, and Microsoft Dynamics 365.

Lead groups to ensure timely review and approval of materials while adhering to corporate compliance and SOPs.

Supervise direct reports, provide coaching, performance management, and colleague development.

Provide knowledge transfer and training hand-off to operational support teams.

Providing on-going coaching and talent development through assessment of capabilities and feedback from peers and stakeholders.

Provide oversight for GxP computer systems, author Validation deliverables per regulatory requirements.

Communication Quality Lead/ Sr. Advanced Technician/ Technical Support Specialist

(Digital, Devices and Alexa Services) Amazon-India July 2015 to July 2021

Developed comprehensive communication, marketing, and outreach strategies in alignment with corporate objectives, covering Amazon website communications, social media engagement, and newsletters.

Designed and maintained internal webpages on the Amazon platform, utilizing HTML for content updates.

Crafted, revised, and managed various communication materials, including web content, social media posts, technical reports, and implementation guides.

Oversaw and optimized network security through the monitoring and management of Fortinet, Palo Alto, and Cisco firewall policies, rules, and configurations.

Administered network operations, including routers, switches, VPNs, VLANs, and network segmentation.

Conducted troubleshooting of network issues, swiftly addressing outages, latency, and connectivity problems to ensure seamless operations.

Deployed new network infrastructure components, such as firewalls, switches, and devices, in alignment with both business requirements and security standards.

Provided supplementary support for system administration to SCS clients, addressing specific IT operational needs and protocols.

Conducted data analysis utilizing SQL queries and Python scripting to identify trends, patterns, and insights.

Contributed to the formulation of quality policies and workflow processes, supporting decision-making and strategic planning.

Established and managed documentation systems tracked communication activities, and prepared detailed reports.

Troubleshot quality and system-related concerns while offering support to the quality team.

Generated and reported analytics metrics to drive continuous improvements in external communication initiatives.

Collaborated with internal departments to gather information for marketing collateral and strategic initiatives.

Offered technical support to clients through various communication channels, including calls, chats, and emails.

Provided mentoring and training to teams of new hires, managing escalations and communicating software issues to management.

Conducted thorough testing, encompassing mobile applications, desktop beta versions, and database conversions.

Resolved inquiries related to networking, hardware, software, and reporting discrepancies for clients of varying skill levels.

Produced performance reports in Excel, offering feedback, when necessary, with an emphasis on quality and accuracy.

Functioned as a subject matter expert, actively involved in mentoring, and training new hires.

Conducted training sessions for new Amazon device launches.

Actively participated in daily departmental meetings and managed the handling of escalated calls to ensure superior issue resolution.

SKILLS

Business Process Evaluation and Collaboration: Proficient in evaluating business processes, conducting effective meetings, and delivering presentations. Adept at coordinating with cross-functional teams to communicate insights and plans for optimized operations.

Advanced Data Analysis and Reporting: Skillful in utilizing Macros, SAS, Power BI, and Python to conduct data analysis and create insightful reports, enhancing informed decision-making.

Database Management and Programming: Proficient in SQL database management and querying. Demonstrated expertise in Python programming for data manipulation and in-depth analysis.

Data Management Tools and Documentation: Experienced in using Data Management Tools such as Tableau and Power BI. Skilled in gathering and documenting requirements to ensure accurate project scope.

Lifecycle Management and Compliance: Sound understanding of Software Development Lifecycle (SDLC), Validation Lifecycle, and regulatory compliance standards including 21 CFR Part 11, GAMP5, and GxPs.

Validation Protocols and Performance Monitoring: Skilled in User Acceptance Tests (UATs), Installation Qualification (IQs), Operational Qualification (OQs), Performance Qualification (PQs), and prioritizing initiatives based on business needs. Proficient in managing projects and monitoring performance.

Results Documentation and Communication: Expert in documenting and effectively communicating project results, ensuring clear and concise reporting for stakeholders.

Strategic Planning and Time Management: Excellent planning and time management skills, demonstrated through successful project coordination, team supervision, and strategic planning. Proficient in managing timelines and handling multiple priorities.

Technical Proficiency and Software Tools: Proficient in using Windows Operating Systems, Microsoft Office Suite/Tools. Possess a foundational understanding of HTML, networking, Linux, SQL, and Relational Database Management Systems (RDBMS).

System Administration Support, Network Security Controls Enhancement, Troubleshooting Network Issues Network Infrastructure Deployment, Firewall Management: Fortinet, Cisco, Network Administration: Routers, Switches, VPNs, VLANs, Network Segmentation

Software Proficiency: Experienced in Microsoft Dynamics 365, Microsoft Teams, Office 365, SharePoint, MS Visio, HP ALM/Quality Center, Smartsheet, and MS Projects.

Quality Management Systems: Proficient in working with MasterControl Quality Management System, including Events, Issues, Deviations, CAPAs, Complaints, and Audits. Expertise in MasterControl Documents and MasterControl Training modules.

Veeva Suite Competence: Familiar with Veeva PromoMats, Veeva RIMS, and Veeva Vault Clinical suite, contributing to efficient document management and compliance.

Issue Tracking Expertise: Experienced in utilizing issue tracking systems including Jira, ServiceNow, and the DIET (Defect, Incident, and Enhancement Tracking) system.

Contact this candidate