Management Customer Service

S. FAISAL JALAL

Herndon, VA.

(H) 617-***-**** • ***********@*****.***

SUMMARY

Information Technology Manager with experience in IT Management, Application Service and Project Management in the Pharma/Biotech and manufacturing industries. Expertise managing Client Information, Scientific, Customer Service, User Management and Web-based applications. Ability to leverage technology to meet business goals and lead cross-functional teams in global environments. Competencies include:

Management Managed the successful global rollout and support of an electronic laboratory notebook (ELN) to the global medicinal chemist community of 1,000 users. (Novartis)

Organizational Led all operational aspects of the Application Services team supporting management applications and services for 1,000 users on 3 continents. Collaborated with client teams to define project requirements and translate business objectives into tactical plans. (Novartis)

Leadership Managed 10-member team supporting 24/7/365 operations on 3 continents, including technical response management and issue resolution. Developed and implemented mitigation strategy as group business continuity leader for emergencies. Granted multiple awards for outstanding customer support. (Novartis)

Technical Implemented full software life cycle project management (SLCP) to bring successful completion to software projects. Create and designed web-based sales reporting application. Expertise in Java, C#, ASP, HTML and SQL, C# latest web technologies, and IIS server setup. (Novartis, Mine Safety)

PROFESSIONAL EXPERIENCE

VANTINE IMAGING, Hamilton, NY June 2011-Jan 2012.

SYSTEMS DEVELOPER

Responsible for the research, development and implementation of state-of- the-art information technology strategies and platforms that meet current and future business needs.

Perform as team lead in following:

• Data and database administration including hardware and software evaluation, Logical & physical database design and implementation and lead the IT team in structured testing of database designs; applications and technology platforms; Security administration, backup and recovery planning.

Further responsibilities include: capacity planning, performance and tuning, research and evaluation of new technologies and techniques, development of policies, standards & procedures related to the database environment.

Manage the IT Infrastructure including hardware, software and servers.

NOVARTIS INSTITUTE FOR BIOMEDICAL RESEARCH, Cambridge, MA 2008 – 2011

APPLICATION SERVICE MANAGER

Responsible for all operational aspects of the Application Services 10-member team supporting 24/7/365 operations for 1,000 users on 3 continents including technical response management and issue resolution in five sites globally.

• Collaborated with client teams to define project requirements and translate business objectives into tactical plans.

• Managed the successful global rollout and support of an electronic laboratory notebook (ELN) to the global medicinal chemist community.

• Managed the development, design and delivery of solutions by coordinating with vendor development and internal customizing teams.

• Led planning and execution of testing and product rollout. Defined and implemented service management and quality assurance processes. Negotiated and managed vendor relationships while establishing service level agreements.

• Managed server upgrades and creation of VMware images for testing.

• Developed and implemented risk management plans resulting in effective security controls.

NOVARTIS PHARMACEUTICALS, East Hanover, NJ 2004-2008

APPLICATION USER SUPPORT ANALYST

Provided application user support for global clinical management system. Team lead and project head on multiple user support and application projects.

• Delivered key component of clinical integration application on time and in budget; gathered user requirements, wrote and managed development plan, presented to users, and coordinated testing.

• Provided leadership on knowledge management tool project by utilizing In-depth knowledge of clinical trial protocols and support.

• Performed laptop rebuild for current and locked clinical studies; performed study lock and unlock procedures, provided user support on multiple issues.

• Collaborated on the server migration of Peregrine systems from UK to US.

PFIZER CONSUMER HEALTH, Morris Plains, NJ March 2004-June 2004

SENIOR JAVA DEVELOPER

Led project to Implement HAHT e-commerce application including product catalog and order management. Utilized expertise in advanced SQL queries for order management and shopping cart functionality. Analyzed and determined the SQL intensive functions of the system to facilitate the integration of the database systems.

MINE SAFETY APPLIANCES, Pittsburgh, PA 2003-2004

BUSINESS WEB DEVELOPER

Designed and created web-based sales reporting application and database driven financial reporting system for International Group utilizing expertise in Java, ASP, HTML and SQL. Designed all the web- pages for the reports using ASP.

HAHT JAVA DEVELOPER

Web developer and Java system programmer for e-partner system. Developed web applications, using in-depth knowledge of HAHT Java, HTML, CSS, JavaScript, ASP, XML, Oracle and HAHT Commerce. Created new applications for Suite 7.01 to enable access of worldwide users to the product catalog. Developed the business process for new partner communication module.

EDUCATION

JOHNS HOPKINS UNIVERSITY, Baltimore, MD

Master of Science in Bioinformatics

Currently Enrolled

INDIANA UNIVERSITY OF PENNSYLVANIA, Indiana, PA 2003

Bachelor of Science; Major in Computer Science with Minor in Mathematics

Graduated Summa Cum Laude

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