Resume

Claudia Klein
AMS Office – Operational Excellence at Sanofi
Greater New York City Area


Contact
claudia.z.klein@gmail.com
www.linkedin.com/in/claudiaklein-3343352 (LinkedIn)


Top Skills
Business Analysis
Pharmaceutical Industry
Service Management

Certifications
ITIL V3

Summary
Specialties: Document Management Systems, Content Management
Systems, Project Management, Service Management, Application Design and Development

Experience
Sanofi
AMS Office – Operational Excellence
January 2019 – Present
Analyzes the operational processes of the Application Managed Services
(AMS) program to ensure processes are efficient to achieve our goals of
customer satisfaction, cost reduction and efficiency. To ensure that our AMS
partner is executing the processes as agreed and to monitor performance. To
propose and implement continuous improvement initiatives based on customer
feedback and data performance analytics.
AMS is a global program supporting approximately 1500 business applications
across all business units and functions.


Sanofi
IS Service Manager, Document and Content Management Systems
January 2014 – Present
Service Manager of an offshored service center delivering IT services –
incident & problem management, system maintenance for document and
content management systems.


sanofi pasteur
10 years 6 months
Sr. Application Developer/Business Analyst
January 2006 – December 2014 (9 years)
Implemented a Managed Maintenance and Support team for North American
IS applications. This team was responsible to provide Level 2 applications
support and maintenance services for approximately 140 applications in North
America spanning across various technoplogies and business areas (i.e.
Commerical Operations, Industrial, Research & Development, HR, etc.).
Develops, enhances, and integrates software applications in support of
the business. Provides leadership within the IS department and document
management platform regarding design and development standards. Designs,
develops, analyzes, modifies, writes, tests, documents, and implements
software applications.


Application Developer
July 2004 – January 2006 (1 year 7 months)
Designs, develops, analyzes, modifies, writes, tests, documents, and
implements software applications in support of the business.


Celanese Shared Services
Global Internet Administrator for the Americas & Asia
September 2002 – July 2004 (1 year 11 months)
Managed and maintained company internet and intranet sites. Worked with
European counterparts to grant permissions, troubleshoot site issues, develop
content templates for content authors, and develop specialized web page
functionality.
• IT technical lead for $500K Ticona Web site Globalization project to
consolidate two regional websites into a one global site as well as align the
new web site to corporate standards.
• Gathered functional and technical requirements for complex, seamless
integration of several independent applications, content management tool and
other systems into global site.
• Worked closely with development team (consultants) and internal
stakeholders to successfully deliver a global website and establish a strategy
plan for web site maintenance and longevity.


Ticona
Internet Analyst, Information Technology
2000 – 2001 (2 years)
Evaluated various web content management tools, developed project
management application, facilitated the move of department intranet to content
management system, and generated web reports. Migrated two websites from
external hosting organizations in Europe and U.S. to Ticona facility in New
Jersey for which received the Ticona Global excellence award for successful
implementation.
• Involved in standardizing one content management solution for corporation.
• Participated in sizing hardware and designing internet/intranet system
architecture.


Ticona
Database programmer, Technical Computing
1999 – 2000 (2 years)
Maintained and supported different database applications for a variety of
departments. Coordinated meetings with users to address design issues,
assess needs and compile suggestions to facilitate application use. Debugged
and added functionality to applications as needed.
• Created application to automate the export of selected Product Data from
Product database to web site database


Education

Drew University
Masters of Science in Data Analytics
Expected Spring 2022


NYU Stern School of Business
Master of Business Administration (M.B.A.), Innovation and Change
Management · (2005 – 2009)


New Jersey Institute of Technology
BS, Chemical Engineering & BS Computer Science · (1994 – 1999)

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