Damien Paul Dong

Modeled, designed, and developed business intelligence reports in Siebel Analytics. Developed Informatica data mappings for the data warehouse ETL team. Created SQL scripts to verify integrity of the data mappings. Managed resources from the offshore delivery team for dashboard configuration. Developed a Deloitte internal training presentation on Siebel Analytics for ad-hoc reporting.

Served as the Siebel technical representative during all client design sessions. Developed custom data screen pops and click to call interfaces using Siebel eScripts to improve efficiency of customer service reps. Led development of the final CTI solution and served as the technical point of contact expert during testing.

Deployed and configured four mirrored Siebel disaster recovery environments to provide enterprise-wide system redundancy. Redesigned system monitoring processes and automated activities using VB and the Foglight monitoring suite. Developed a web-based knowledge base to transition maintenance to offshore teams.

Developed a multimedia virtual walk through of a proposed solution for a call center modernization proposal. Utilized Flash and Captivate to create a fifteen minute wireframe simulation of the proposed application. The video was presented to the client executive leadership, resulting in a sale of the project. Received a Deloitte "Applause Award" for outstanding performance.

Developed a web-based application on the Siebel platform for third-party insurance agents to monitor the status of their clients' insurance policies. Designed custom-built UIs in Siebel to standardize cross-browser experiences. Authored multiple modifications to the back-end insurance auto-quoting engine using Siebel eScripts to improve user efficiency.

Served as the representative from the US IS team on a global trademark compliance project. Worked with a global team to geofence company web properties to comply with legal requirements.

Managed a project to implement a digital ePedigree solution through 2D barcode scanning across the supply chain via a custom-developed iOS app. Solution continued on to become a customer-facing application called "Check My Meds". Received a global "IS Innovation Award" from EMD Serono's parent company Merck KGaA, Darmstadt Germany.

Managed a project to rebuild the legacy Liferay-based intranet for the US pharmaceutical division on a Sharepoint 2013 platform. Developed migration strategies for legacy content moved to the new platform. The US intranet site launch was recognized as "best rollout" across all divisions of the company.

Implemented Service Level Management for US Information Services at EMD Serono. Aligned applications hosted and managed in the US into a portfolio of services using ITIL best practices. Worked with the US IS Leadership Team to develop annual budgets for IS run costs and produce reports to senior management for roadmap decisions on IS technologies.

Managed a quality monitoring project to help the MS LifeLines call center earn a JD Powers and Associates award for outstanding customer service experience. Deployed a Verint QM solution to interface with the Nortel PBX to provide TDM-based call recording and agent screen captures.

Served as the Single Point of Contact on a global collaboration platform consolidation project called "Project Daisy" representing North America. Coordinated outreach and communication efforts between the IS business partners in each division/region, the global project team, and offshore developer resources. Developed reports for senior IS leadership on project progression.

Served on an international project to deploy a technology solution to support the centralization of all event planning and procurement services. Worked with business stakeholders to develop specialized requirements representing the regulatory/compliance needs of the US pharmaceutical market.

Appointed as liaison to the US Pharmaceutical division for a company-wide eCollaboration strategic reinvention program named "ConnectMe". Coordinated the deployment activities for Microsoft Office 365, Outlook, and Lync (Skype) for approximately 1,100 employees of EMD Serono across North America. Led awareness campaigns, training efforts, and hypercare activities.

Represented IS on the company’s Social Media Center of Excellence team, which shaped strategies, guidelines, and policies for use of social media both within the company and externally. Worked with stakeholders across legal, compliance, medical, marketing, and communications teams to develop best practices in accordance with regulatory constraints.

Served as the coordinator for IS-related audits, including annual ISO56K certification and internal compliance audits. Maintained IS policy documents, prepared evidence in advance of audits, and ensured the department remained in compliance with global standards.