Information Technology Customer Service

Todd Jones

Fuquay Varina, NC, *****

919-***-**** *********@*****.*** www.linkedin.com/in/toddfjonesinformationtechnology

INFORMATION TECHNOLOGY LEADER

Extensive Clinical Research Organization (CRO) experience in Tier 3 application and database support and system integration. Manage technologies with exceptional customer service while positively impacting bottom line. Self-motivated with a strong attention to detail consistently meeting large-scale project deadlines. Build strong relationships company-wide, providing support for all internal owners and users of technology apps. Able to effectively communicate with technical and non-technical audiences.

COMPETENCIES

Cornerstone Veeva DocuSign Abobe Sign DataLabs JReview SAS Oracle SQL

Microsoft Office: Word, Excel, PowerPoint, Access, Outlook, Teams Amazon Web Services (AWS)

Clinical Trial Management System (CTMS) Electronic File Master File (ETMF)

PROFESSIONAL EXPERIENCE

ICON, PLC (PRA HEALTH SCIENCES), Raleigh, NC May 2010 - July 2023

Manager Information Technology (2019 - 2023)

Led and managed a team of IT professionals, including, DevOps specialists, application administrators, database administrators and help/service desk personnel. While fostering a culture of continuous improvement, professional growth, and operational excellence within the IT operations team.

Oversaw the design, implementation, and maintenance of on-premise and cloud-based IT infrastructure, with a focus on Cloud services. Ensured the availability, performance, and security of critical systems and services.

Implemented ITIL best practices to streamline operations, improve service delivery, and enhance customer satisfaction.

Ensured the availability, performance, and security of critical systems and services.

Developed scalable, efficient, and resilient solutions to contribute to the attainment of corporate, business, and departmental objectives.

Project Managed, Implement, integrate, test, validate, and document changes and enhancements to application functionality following SDLC process for repairs or new functionality.

Developed, implemented, and oversaw IT change management processes to ensure changes are introduced in a controlled and coordinated manner. Managed the evaluation, planning, and execution of IT changes to minimize disruption to operations and ensure alignment with business objectives.

Maintained positive, long-term relationships and ongoing communications with business stakeholders improving synergy, confidence, and buy-in ensuring that all technology requirements are met.

PRA HEALTH SCIENCES Raleigh, NC

Principal Administrator (2010 – 2019)

Provided Tier 3 application support for 15k users. Performed roles as Subject Matter Expert (SME) on application enhancement projects along with managing and directing application migrations. Monitored 30 daily production scheduled jobs.

Introduced, led, and deployed a new Learning Management System migrating from in-house to a hosted solution. Configured for specific needs ensuring training completion for billable staff to perform sponsor studies.

Guided and supervised a team of System Administrators to develop comprehensive work instructions addressing top support issues across various applications.

Facilitated cross-training initiatives to enhance proficiency of Tier 2 and 3 support ensuring seamless productivity and streamlined workflow. Improved support efficiency while optimizing troubleshooting processes. Managed Mule SOA integrations with applications CTMS and ETMF and Medidata Rave Safety.

Supported Mule SOA application with 50 interfaces using web services and ActiveMQ messages. Web services provided instant updates of XML data messages keeping multiple applications in synch.

Todd Jones 919-***-**** *********@*****.*** Page 2

NORTEL NETWORKS Research Triangle Park, NC December 2003 - May 2010

Systems Team Lead

Directed five team members providing comprehensive support for sales compensation application and Callidus Truecomp. Guided, and coordinated team improving application operation and optimal functionality. Served as liaison between business community and developers, facilitating communication and collaboration on all system details. Bridged gap between stakeholders’ and technical teams’ understanding of requirements and project objectives.

Leveraged Remedy application to track tickets and query essential metrics, improving transparency and accountability throughout the development process.

Streamlined sales compensation processes and contributed to success of sales team accurate and timely compensation.

NORTHRUP GRUMMAN Raleigh, NC February 2003 - September 2003 Systems Analyst / Project Manager

Led a team of professionals at the United States Postal Service, spearheading troubleshooting efforts for data flow issues spanning from source systems to data warehouse and finally to end-user financial application SAFR (Standard Field Accounting for Retail) handling 125,000 files nightly, originating from Post offices nationwide. Addressed and resolved challenges such as missing files, process-related problems, and coding inefficiencies. Improved data flow, contributing to efficient operations of financial application.

I-NET PROS, Fuquay Varina, NC March 2002 - February 2003

Co-Owner

Provided wireless pit-to-pit communications for Nascar Cup racing teams for multi-car teams to communicate within a secure, private environment. Installed a wireless network at coastal marinas offering boat owners wireless high-speed internet while onshore.

CISCO SYSTEMS, Fuquay Varina, NC September 2000 – February 2002

Senior Systems Analyst

Implemented and supported i2 Demand Analyst for Cisco Finance Global, overseeing deployment of financial and product forecasting across three major lines of business. Enhanced forecast accuracy and streamlined delivery process. Improved business with timely and precise insights making informed decisions. Project lead for creation of a database environment. Designed schemas and oversaw creation of load processes inputting lease / loan data from external partners into a staging database. Generated reports from data-mart, using Business Objects web reporting tool, and Web Intelligence.

NORTEL NETWORKS Research Triangle Park, NC September 1997 – September 2000

Senior Data Analyst

Analyzed and resolved data load / extract issues for an Oracle global data warehouse. Created reporting data-marts for Order Management groups data environment. Built two marts, one that housed archived data, and another for current year’s transactions to improve query performance. Provided Tier 2 support for application and data-marts.

IBM CORPORATION Winston – Salem, NC September 1994 – September 1997

System Administrator

Delivered comprehensive server hardware and software support to Sales / Marketing offices, ensuring seamless operations and optimizing productivity. Provided Point-Of-Sale computer support to Lowe’s US stores.

EDUCATION CERTIFICATIONS

Associate of Science, Forsyth Technical Community College, Winston-Salem, NC

ITIL Foundation IBM Hardware/Networking

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