Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Shamar Turner

Summary

Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.

Overview

14
14
years of professional experience

Work History

Software Analyst

Eclinicalworks
01.2021 - Current
  • Delivered technical support and training to internal teams and partners, reducing troubleshooting response times by 30%.
  • Developed comprehensive documentation for custom solutions, enhancing operational efficiency by 20%.
  • Collaborated with cross-functional teams using MS Visio and Word to eliminate operational bottlenecks by 15%.
  • Facilitated technical guidance on device and software deployment, ensuring seamless integration across partner and internal teams.
  • Analyzed customer feedback to generate reports that improved support processes and increased product adoption rates by 25%.

Biological Scientist IV

Florida Department of Health in Putnam County
01.2018 - 06.2022
  • Led data management and analysis projects to ensure accurate reporting of disease trends and risk factors, utilizing platforms such as ESSENCE to enhance public health surveillance
  • Optimized ESSENCE platform workflows, improving reporting accuracy by 20% and reducing data discrepancies across critical health monitoring initiatives
  • Designed and implemented new data collection and reporting processes, enhancing data accuracy by 25% and cutting processing time by 30%
  • Served as a technical advisor for escalated data integrity issues, resolving 95% of cases within SLA, and increasing system performance reliability.
  • Developed advanced tracking and monitoring tools that accelerated project delivery timelines by 15% and improved cross-departmental project management efficiency.
  • Collaborated with epidemiologists and IT teams to identify gaps in data pipelines, implementing solutions that enhanced overall system functionality and data accessibility

Clinical Research Associate

Quintiles
04.2018 - 08.2020
  • Developed clinical trial protocols in alignment with GCP guidelines and international regulatory standards, improving protocol adherence by 20% across multiple studies
  • Managed and monitored multiple clinical trials simultaneously, ensuring timely data collection and accurate reporting, which contributed to a 15% reduction in study delays
  • Collaborated with cross-functional teams, including biostatisticians, site coordinators, and project managers, to optimize clinical trial workflows, increasing efficiency by 10% and reducing overall costs by 5%
  • Conducted site visits and audits to ensure compliance with trial protocols and regulatory requirements, maintaining a 100% pass rate for inspections
  • Facilitated communication between trial sites and sponsors, ensuring seamless coordination and swift resolution of escalated issues
  • Utilized clinical trial management systems (CTMS) to track progress and generate reports, improving data transparency and accessibility for stakeholders
  • Adhered to good clinical practices, operating procedures and regulatory requirements.

Senior Customer Support Specialist

T-Mobile
03.2015 - 05.2017
  • Delivered first-line technical support and account assistance to over 50+ customers daily, maintaining a 96% satisfaction rate through prompt issue resolution
  • Managed and resolved 120+ customer tickets weekly using Salesforce, ensuring consistent response times under 12 hours and adherence to SLA guidelines
  • Authored knowledge base articles and step-by-step troubleshooting guides, reducing incoming support queries by 15% and improving customer self-service rates
  • Collaborated with internal engineering and product teams to address recurring technical issues, reducing escalations by 20% through proactive fixes
  • Implemented automated ticket-routing workflows, increasing team efficiency by 18% and improving resolution times by 15%
  • Conducted customer feedback analysis and surveys, delivering insights that improved user experience and resulted in a 10% boost in customer retention
  • Collaborated closely with other teams to develop strategies for resolving escalated issues quickly.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.

Customer Sales Support Engineer

Insight Global
07.2011 - 04.2015
  • Provided end-to-end technical support for enterprise clients using ServiceNow ticket-logging software, achieving a 98% issue resolution rate within SLA
  • Developed and maintained detailed process documentation and training resources, reducing onboarding time for new technical staff by 40%
  • Spearheaded automation initiatives for routine support processes, improving response times by 25% and streamlining operational workflows
  • Collaborated with cross-functional teams, including engineering and customer success, to resolve complex technical issues, leading to a 15% increase in customer satisfaction ratings
  • Conducted root cause analysis for recurring incidents, implementing long-term solutions that decreased escalations by 20%
  • Delivered training sessions and knowledge-sharing workshops to team members, enhancing technical proficiency across the department
  • Offered technical and non-technical support and services to clients and staff regarding product use, operation and maintenance.
  • Collaborated with cross-functional teams including engineering, marketing, finance. to develop strategies for improving sales performance.
  • Assisted in the development and implementation of sales policies and procedures to streamline operations.
  • Managed inventory levels of parts used in repairs or replacements when necessary.

Education

Bachelor of Science - Business Management

Medgar Evers College
Brooklyn, NY
06-2018

Associate of Arts - Business Analytics

Medgar Evers College
Brooklyn, NY
06-2017

Skills

  • Technical support and software deployment
  • Data analysis and management
  • Process documentation and quality assurance
  • Workflow optimization and systems analysis
  • Customer feedback and engagement
  • Cross-functional collaboration
  • Effective communication
  • Adaptability and flexibility
  • Quality assurance
  • Teamwork and collaboration
  • Application support
  • Business intelligence
  • Analytical thinking

Accomplishments

  • Streamlined clinical workflow processes at eClinicalWorks, boosting operational efficiency by 20% through advanced documentation and cross-functional collaboration using MS Visio and Word.
  • Optimized public health data systems at the Florida Department of Health by refining ESSENCE reporting workflows, improving reporting accuracy by 20% and cutting processing time by 30%.
  • Elevated customer support performance by 25% through advanced CRM usage (Salesforce, HubSpot), reducing troubleshooting response time by 30% and enhancing self-service rates.
  • Ensured regulatory compliance across clinical trials by maintaining a 100% pass rate in protocol audits, improving adherence to GCP and international standards.
  • Accelerated analytics capabilities by developing actionable reporting tools that increased project delivery timelines by 15% and strengthened data accessibility across departments.
  • Drove automation in healthcare support by implementing ticket-routing systems and device integration protocols, reducing escalations by 20% and increasing system uptime and reliability.

Timeline

Software Analyst

Eclinicalworks
01.2021 - Current

Clinical Research Associate

Quintiles
04.2018 - 08.2020

Biological Scientist IV

Florida Department of Health in Putnam County
01.2018 - 06.2022

Senior Customer Support Specialist

T-Mobile
03.2015 - 05.2017

Customer Sales Support Engineer

Insight Global
07.2011 - 04.2015

Bachelor of Science - Business Management

Medgar Evers College

Associate of Arts - Business Analytics

Medgar Evers College

Similar Profiles

CREATE PROFILE
Shamar Turner