Michele Edmiston

Michele Edmiston

Summary

Support Specialist experienced in large software projects with integration and design tasks as well as testing and end-user support in domestic and international research sites. Known as “go to” person for testing in-house applications. Excel at providing help desk troubleshooting and managing crisis escalation to other support groups with a demonstrated ability to train scientist at all levels and utilize solid interpersonal skills to handle sensitive, confidential, and proprietary information and records.

Work History

Work History
Apr 2010 - Present

Web Designer

AR1
http://www.autoracing1.com/
2004 - Apr 2010

Associate Information Analyst II

Pfizer (Formerly Wyeth)
* Wrote application and technical documentation for available services, applications and support issues for Help Desk Center and end-users. Maintained integrity of in-house systems relating to data collection, access, and retrieval of proprietary information. Identified, assigned appropriate log in access level for all new employees. * Trained all new employees on pertinent in-house applications which enabled faster productivity and compliance including scientists at geographical research sites, both nationally and internationally * Created bimonthly Helpful Tips for scientists on specific applications including FAQ’s earning a reputation for exemplary customer service. * Maintained policies for EDMS and ensured that information management practices were followed in numerous departments. * Improved workflow processes between Discovery Scientists and Software Developers by suggesting enhancements to current in-house applications and processes. * Provided impeccable customer service to all operations by responding to all clients calls at or above the requirements of the Service Level Agreement (SLA). * Designed business rules and ensured these were built into each in-house application eliminating more than 75% of data entry errors.
2001 - 2004

Information Specialist

Pfizer (Formerly Wyeth)
* Wrote testing documentation, user acceptance testing and post implementation support to businesses in support of software development and enhancements. Designed User Manuals, User Guides, Quick Reference Guides, Testing Documentation, and User Acceptance Testing for Discovery Research Applications. * Achieved 100% of all performance objectives for the Publication Approval System (in-house application) by providing 1,500 end-users with training, support and troubleshooting assistance. Gathered requirements to add new departments to the system. * Contributed and edited quarterly Research Department On-line Newsletter. * Author of Knowledge Base articles using Peregrine GetAnswers
1998 - 2001

Computer Operations Specialist

Pfizer (Formerly Wyeth)
* Developed and led training programs and seminars for Discovery Department applications * Coordinated data migration project, developed management reports and schedules, and reviewed the quality of data within historical databases and insured accuracy of new database under extreme deadline pressures. * Designed, developed and implemented web bulletins and application information for the Discovery Research organization using HTML and JAVA Script for the web interfaces. * Assisted more than 1,800 Discovery scientists with basic internal and external applications and operating system problems by troubleshooting within a timely manner.
1997 - 1998

Computer Operations Technician

Pfizer (Formerly Wyeth)
Validated new applications or releases ensuring good functionality and data quality for Discovery Research in-house applications.
1993 - 1997

Word Processor

Pfizer (Formerly Wyeth)
* Filed proprietary information into a Lektriever.

Education

Education
1991 - Present

Cittone Institute