Customer Service Project Manager

Deborah Grandval Senior IT Project/Program Manager

***************@*****.*** http://www.linkedin.com/in/dgrandval www.deborahgrandval.com 443-***-****

Motivated, results driven Project Manager, able to communicate and collaborate with all project

stakeholders to develop, plan, and coordinate priorities, complex workstreams, programs,

simultaneous projects and streamline vendor interactions while embracing company culture and

promoting strategies to improve and modernize organizational productivity and efficiencies.

Dedicated, solutions oriented Manager, with over 20 years of real-world experience and leadership.

Effective leader with a strong ability to motivate and organize teams; well versed in maintaining

project scope alignment with strategic business objectives. A strong time management focus

coupled with outstanding interpersonal skills, vision and creative problem solving, facilitate tangible

results.

Core Competencies:

Team Building & Mentoring

Project Management Governance Development

Portfolio Management

Strategic Planning Vendor Relations

IT Service Management Requirements Analysis Methodology Definition

Change Management

Process Improvement Analytics Integration

Achievement Benchmarks:

Drove document management implementation, integration and expansion across the institution, managing

build for repositories, customized workflows and record management governance for Higher Education

offices sand campuses spread across 3 continents, generating ROI of $500,000 in the first year of

production.

Managed large multi-phased project implementing end to end paperless record and tracking management across

15+ medical diagnostic manufacturing product lines for fortune 500 company offering ROI of $250,000, as well as

an immeasurable value by ensuring improved FDA compliance.

Lead all major application upgrades, patching, optimizations and expansions while responsible for staff

and internal development teams and working closely with all functional user groups, the central IT office

and multiples vendor contacts as needed, obtaining an average ROI of $50,000 per upgrade.

Other Experience Spotlights:

Spearheaded new business growth, through relationships built with key decision makers, generating new

contracts contributing supplementary revenue of $200,000+/year as well as restoring forward momentum

department-wide and instigating further revenue gains and profits.

Slashed company costs by $75,000 by implementing proven best practice processes, streamlining performance

reporting and actively rewarding success during periods of concern over shifting markets and leadership

staffing.

Restructured operations for maximum efficiency, transformed and united staff into top performing, highly

motivated well trained teams, thus decreasing employee turnover rates by 55% (previous ratio 2:1) and achieving

excellent levels of retention and loyalty by industry standards.

Championed support team's rapid ascension and greatly enhanced customer service offerings by revising

procedures, enhancing tools, leveraging resources and assets; these changes then served as a catalyst for

further account growth & product expansion.

Employment History Highlights:

Senior IT Program Manager - Johns Hopkins University SAIS July 2011 Present

• Responsible for a portfolio of 35+ programs while managing 10+ projects through each stage, simultaneously in a

matrix environment. Established PMO framework for IT offices across all divisions. Integrated document repository

capacity and complex workflows into a highly customized environment, introducing standardized paperless

application processing, review and archival abilities with deep integration into legacy applications in offices around

the world.

• Promoted from Project Manager to PMO/Program Manager after 8 months on the job

-

Project & Account Manager - Siemens Diagnostics Sep 2008 July 2011

• Implemented federally mandated serial number capture simplifying hands-on processes and ultimately raising

manufacturing quality standards by 32% while accommodating home-grown applications and training and mentoring

support and development teams. Responsible for redesign and success of triple digit CAPEX tracking.

• Promoted twice within 3 years of service

Operations Leader & Project Manager - CIT Customer Service Center Jul 2004 Sep 2008

• Lead operations for large teams providing 24/7 multi-tier technical support to 9,000+ international end users in a

global fortune 500 financial company, while managing projects to establish corporate governances, generate

knowledgebase and training modules, transition tier III support overseas, as well as design and implement new

ticketing & tracking software applications; saving the company upward of $450,000 in efficiencies over 4 years.

• Promoted 3 times throughout 4 years on management team

Major Projects Managed List:

Paperless Repositories and workflows for 10+ major Higher Ed Offices Major website 100 pg+ rebuild and move from Site

Minder to Drupal CRM implementations Technical and Digital upgrades for 20+ Classrooms and Auditoriums PMO creation

and PM training in Higher Ed IT office SharePoint Governance, Deployment, Training, Integration, Upgrades CAPEX tracking

design Healthcare manufacturing barcode tracking implementation Multiples application integration and deployment IT

Change & Risk Management Governance Call Tracking application rebuild Data Analysis Parameters

Technical Disciplines & Tools:

PM Tools - MS Project, Excel, Outlook, PowerPoint, Word, Visio, OneNote, Adobe, LYNC, Prezi, NetMeeting, Web-Ex

Networking, Languages and Other – Active Directory, LDAP, Barcode Technologies, Citrix, Mobile, XML, JAVA, Crestron,

Extron, Firewalls, Routers, Networking, Polycom, Cisco, Tele-presence, Windows, MAC, Linux, SharePoint, Access, Salesforce,

Crystal Reports, SAP, Oracle, PeopleSoft, Site Minder, Drupal,

Education and Training:

Ecole des Beaux Art, Tours, France Business Management, Caen, France IT Support Training, Angers, France

Desktop & Network, CAI Institute, Wilmington, Delaware Advanced Networking, Cecil College, Elkton, MD Webmaster

Program, Cecil College, North East, MD PMP Training, CAI Light Blue Team, Wilmington, DE Project Management

Review Classes PMI PMBOK 5, Washington, DC Bi-lingual English-French

Current Study:

Web Based Training IT Seminars & Webinars ITIL Foundation Course Study Johns Hopkins Online Courses MIT

Open Courseware PMP Certification test scheduled

Honors and Awards:

Client Marketing, Liaison & Moment of Truth Awards Green & Blue CAI Team Selection & Participation Team Leader

Excellence & Commitment to Excellence Awards Modus Operandi Team Excellence Award

Affiliations:

Member, Project Management Institute (PMI) OCW Contributor and Supporter National Women’s Leadership

Association Association of Women Project Managers (AWPM)

Contact this candidate