Job Search Status
Open to workDesired start date: Immediately
Open To Work
DENISSE WATTS
Panama City
Work Preference
Summary
System Engineer with 7+ years of experience in complaint operations, IT support, and data analysis, adept at driving process improvements through data-driven root cause analysis and cross-functional collaboration. Proven ability to manage medical device regulations and ensure regulatory compliance. Delivers audit-ready documentation and clear reporting using tools like Excel and Power BI.
Overview
8
8
years of professional experience
Work History
Staff Auditor I - (ISO 27001 auditor)
Insight Assurance
08.2025 - 11.2025
- Conducted daily ISO 27001 IT audits, including scope definition, risk-based control testing, and evidence evaluation against standard requirements, ensuring adherence to regulatory compliance.
- Evaluated the design and operating effectiveness of technology controls, identifying areas for improvement.
- Identified and communicated audit findings, proposing practical recommendations to enhance operational efficiency.
- Supported clients in identifying performance improvement opportunities through thorough data analysis.
- Led meetings, maintained proactive client communication, and provided weekly status updates, demonstrating strong leadership skills.
- Escalated potential issues early to drive timely resolution and mitigate risks.
- Identified nonconformities and opportunities for improvement, producing clear audit reports and maintaining complete workpapers in alignment with ISO 27001.
- Ensured audit documentation quality and on-time deliverables in alignment with firm methodology, supporting continuous improvement.
COMPLAINT SPECIALIST
Philips
08.2020 - 08.2025
- Served as Complaints SME for PH North America QMS audits, ensuring adherence to medical device regulations and Quality Management Systems (QMS).
- Coordinated product returns and failure analyses, routing devices to appropriate facilities and tracking investigations to timely resolution, demonstrating strong supply chain management principles.
- Partnered with cross-functional teams (quality, engineering, operations) to identify root cause, assess risk, and drive corrective and preventive actions (CAPA), utilizing methodologies like Fault Tree Analysis and 5 Whys.
- Maintained audit-ready documentation, established document control, and enforced training profiles within scope, ensuring regulatory compliance.
- Defined a clear strategy around claims data capture, analysis, and communication of information to various stakeholders, leveraging data analysis skills.
- Processed refund transactions and submitted new customer orders, ensuring accuracy and positive client experiences.
- Ensured all necessary evidence was organized and accessible to complaint investigators, supporting timely case resolution and effective Post-Market Surveillance (PMS).
IT Helpdesk & System Admin
NTT DATA
10.2017 - 10.2018
- Resolved L1/L2 support tickets via ITSM platform; triaged incidents, performed root-cause analysis, and met SLA targets, demonstrating strong analytical skills.
- Administered Active Directory user accounts, groups, and permissions; supported onboarding/offboarding, and handled access requests.
- Imaged and deployed Windows workstations; managed software installations, updates, and patching.
- Troubleshot VPN, MFA, and network connectivity issues, supported printers and peripherals.
- Maintained asset inventory and knowledge articles, improving first-call resolution and consistency.
Education
Bachelor - Information System Engineering
UNIVERSIDAD LATINA DE PANAMA
01.2023
Skills
- Complaint Management
- Risk Management
- CAPA management
- Root Cause Analysis (RCA)
- Continuous Improvement
- Attention to detail
- Data Analysis & Interpretation
- Quality Management Systems (QMS)
- Regulatory Requirements
- Policy analysis
- Stakeholder communication
- FDA regulations
Timeline
Staff Auditor I - (ISO 27001 auditor)
Insight Assurance
08.2025 - 11.2025
COMPLAINT SPECIALIST
Philips
08.2020 - 08.2025
IT Helpdesk & System Admin
NTT DATA
10.2017 - 10.2018
Bachelor - Information System Engineering
UNIVERSIDAD LATINA DE PANAMA
Personal Information
Title: INFORMATION SYSTEM ENGINEER