Jan Akhtar

Irt Technical Support Lead - Support Services @Endpoint Clinical

GB

Serve as the primary point of contact for the Support Department, providing operational direction and day-to-day guidance to the global Production Support Team on critical issues.• Successfully lead multiple projects focused on improving Salesforce ticketing workflows, Five9 call routing, SLA configurations, and triage processes to enhance overall service delivery.• Maintain expert-level knowledge of study design functionalities to ensure data changes and client guidance maintain system integrity and compliance.• Provide management oversight during client audits, ensuring the QTC team’s data analysis and documentation meet all quality and regulatory standards.• Create and validate complex SQL scripts to review project data and configurations across multiple databases, including Azure, SSMS, and Elosity.• Conduct routine quality reviews to ensure adherence to internal processes, standards, and SLAs.• Review and approve payroll metrics and timecards for global team members (US, India, and the Philippines), partnering with HR and Payroll on issue resolution.• Lead onboarding and training initiatives, collaborating with HR and team leads to integrate new hires effectively and provide ongoing coaching and development.• Assume full accountability for departmental performance, ensuring SLA compliance and continuous improvement in operational efficiency.

University of Derby

Bachelor's Degree (BA Hons), Business Management and Human Resource Management