Timronto Lane

· Supervise the Global Client Support team (US and Belgium).

· Provide help, guidance, and training for RTSM and Support team members.

· Create a training plan for new employees and ensure their coaching.

· With the Director, RTSM, Support & Validation, plan activities, monitor the progress of the work and ensure it is delivered on time.

· RTSM, Support & Validation, ensure the management of the resources in the team according to the priorities.

· Provided critical insight and participated in vetting a new RTMS technology platform.

· Provide Cost Estimation for documentation, study set up, validation, and change orders.

· Conduct Project Kick Off meetings and conferences.

· Participate in professional meetings and maintain industry contacts.

• Coordinated drug supply for centralized randomization systems provided by IDDI and delivered first line customer support for drug supply inquiries.
• Ensure that all aspects of the drug supply are fully completed within the established deadlines and within the constraints of scope, quality, time, and budget.
• Performed and coordinated release and extension of study materials in the IWRS to ensure timely availability for ongoing studies.
• Generated and delivered reports to clients regarding drug supply to facilitate informed decision-making.
• Perform data updates related to drug supply in the IWRS.
• Review Study Specifications with special attention to the Drug Supply section.
• Make suggestions for modifications and improvement of the Drug Supply process.
• Troubleshot issues and offered technical advice to other team members.
• Cover phone calls 24/7 according to the First Line Support planning.

• Managed and supported IRT and associated services post-installation, implementing drug management and distribution services per Sponsor Company requirements.
• Monitor the performance of the IRT system and respond to issues in a timely manner.
• Provided technical support to IRT users and trained IRT staff on study-related materials, enhancing user proficiency.
• Develop and implement drug management programs.
• Ensure requests for associated database updates are executed efficiently and accurately.
• Assist and present in project related meetings and conferences.
• Documented activities according to SOPs and Sponsor requirements.

• Managed multiple IVRS/IWRS studies to meet compliance and execution timelines.
• Created system support documents that enhanced user understanding and navigation.
• Maintained database access protocols to optimize user functionality and support.
• Evaluated database updates and documentation for accuracy and completeness.
• Perform managerial duties for directly reporting system support analyst.
• Demonstrate understanding of the clinical research process flow and drug development processes.
• Demonstrate the ability to learn new systems without formal training.
• Supported studies during analyst absences to maintain continuity of operations.

• Conducted training sessions for associate and mid-level support analysts to enhance their technical skills.
• Resolved login errors by identifying and addressing underlying system issues, improving user access.
• Created and maintained User login rights and credentials.
• Proficient in Oracle, Access, and Excel.
• Performed Access database loads and multiple Excel queries writings.
• Worked with Systems Admin to set up and install Remedy from 6.0 to 6.3 on departmental machines.
• Provided lead and backup support for various IVRS studies, ensuring effective project continuity.
• Demonstrated knowledge of GCPs and other guidelines/ regulations, including international regulations regarding the conduct of clinical trials.

• Supported database maintenance, created ad hoc reports, and provided user support for study sites.
• Provided primary end user support, validated systems, and assisted in producing support documents.
• Reviewed support documentation for completeness and guided corrections to address deficiencies.
• Develop support materials and presentations for studies and train other support staff.
• Executed manual backups to IVR systems during unplanned downtimes to ensure data integrity.
• Gained knowledge of relational database concepts through coursework and practical experience.

• Established and maintained Action Request System (AR System) to ensure operational efficiency as Remedy Administrator.
• Monitored over 40 internal Remedy escalations to ensure uninterrupted AR System functionality.
• Managed user IDs and controlled login privileges while scheduling application downtime to minimize disruptions.
• Created monthly archives of tickets that ran CPD updates (a weekly batch of processes that update the Remedy client demographics data).
• Review and respond to various email-generated reports for the AR System.

• Provided support for AT&T employees using the Intranet and human resources applications.
• Diagnosed Netscape/Internet Explorer configurations and user errors to resolve technical issues.
• Interpreted network messages and browser incompatibilities to troubleshoot user access problems.
• Managed user ID's and passwords for AT&T employees both in NT & UNIX.
• Supported co-leads for Terminal Server, Business Objects, and PeopleSoft.
• Analyzed and troubleshot SQL errors to restore database functionality.