Project Manager Service

KATHLEEN M. GRIMM, J.D.

**** *. **** ******, **********, CO 80122 **********@*****.*** 720-***-**** https://www.linkedin.com/in/kathleengrimm

SUMMARY

Experienced Business and Operations Analyst specialized in liasoning between business users and technology teams. Focus has been designing service level performance metrics and managing resources for IT support.

QUALIFICATIONS

Leads and unifies global cross-departmental/functional teams to achieve common goals by gathering information from dissimilar sources such as contractual language, interviews with business stakeholders and conferencing with technology teams.

Serves as the liaison between business and technology teams as goals and objectives are quantified, insuring all product outputs produced meet the specific needs of multi-layers of internal and external stakeholders.

Expert at creating Service Level metrics based on contractual agreements.

Experienced in coordinating and chairing conferences and meetings with global community of technology and business teams.

Successfully managed software and hardware assets including licensing distributed systems environment.

Communicates effectively with global cross-functional teams, adapting both oral and written styles to the cultural and experience differences of the individual team members.

Expert at analyzing disparate data and dissimilar inputs, ascertaining the commonality and devising strategies for efficient implementation.

Focuses on providing outstanding service to a myriad of internal and external stakeholders by researching and analyzing requirements and selecting best method and techniques for solutions.

Ability to drive issues to resolution, using strong technical, analytical, and leadership skills to determine the root cause underlying the issue and provide effective solutions.

Performs analysis with attention to specific detail, patience and foresight to diagnose and thus, minimize risk.

Self-motivated an able to work independently, ethical, logical and a quick-learner.

SKILLS

MS Excel, MS Word, MS Outlook, MS Project

Visual Basic, SQL, JCL, Cobol

CA Business Service Insight

EXPERIENCE

OPERATIONS ANALYST,

VISA INC.

SEPTEMBER 2009 – AUGUST 2015

Developed, tested and implemented performance measurements for 135 internal and external customers including customized reporting.

Collaborated closely with internal and vendor technical and business resources, directing interactions between teams and ensuring projection completion including 3 software application upgrades.

Efficiently researched and resolved issues to address customer and internal needs.

Responsible for documenting procedures, developing business and technical requirements, and diagnosing software and configuration issues.

GLOTEL, INC

JUNE 2008 – SEPTEMBER 2009

CONTRACTOR/OPERATIONS ANALYST

Developed, tested and updated performance measurements for internal and external customers Including customized reporting.

Collaborated closely with internal and vendor technical and business resources, directing interactions between teams and ensuring projection completion.

Efficiently researched and resolved issues to address customer and internal needs.

Responsible for documenting procedures, developing business and technical requirements, and diagnosing software and configuration issues.

IBM

DECEMBER 1999 – JUNE 2008

BUSINESS CONTROLS ANALYST

October 2007 – June 2008

Served as the account point-of-contact for business control issues, ensured SOX compliance by obtaining appropriate documentation, verifying compliance, and maintaining control of compliance logs.

Coordinated account activities for business controls testing with internal auditors.

Maintained thorough documentation regarding account activity, including DOUs, program/project management and processes.

ASSET MANAGEMENT FOCAL

February 2001 – October 2007

Responsible as the account focal for all asset related issues.

Negotiated new software purchases with vendors.

Ensured required maintenance was performed on all hardware and software products.

Maintained current information with the asset database, including legal and corporate compliance regarding license entitlements.

PROJECT MANAGER

December 1999 – February 2001

Created and maintained project documentation, including deliverables, control books, change control, cost analyses and training for client conversions from McAfee Help Desk to Peregrine.

Facilitated project team meetings between account management and service teams.

Created internal procedure documentation for the management of Tivoli, servers, LAN/WAN, incidents, distributed operations and service desk.

EDUCATION

JURIS DOCTOR (JD) DEGREE

University of Denver College of Law, 1993 - 1997

BACHELOR OF THE ARTS (BA) DEGREE

University of Phoenix, 1990 - 1992

“Coming together is a beginning; keeping together is progress; working together is success.”~ Henry Ford

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