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Customer Service Desktop Support

Minneapolis, MN
March 20, 2020

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Anne Marie Grabowski

Minneapolis, MN, *****


Information Technology Manager

Information Technology leader with seven years of experience in management seeking to lead teams in detail transformation. An experienced leader in managing cross-organizational teams to foster high collaboration between team members and stakeholders to facilitate complex decision-making for best outcomes. A successful strategic direction record for managing internal and external teams to deliver results.

Large Scale Infrastructure & Operations Experience

Merger & Acquisition Experience

End-User Support

ITIL Foundations

Disaster & System Recovery

Strategic Planning

IT Service Management (Change, Release, Incident, Problem)

Risk Management

Software Development Lifecycle

Project Management


Medtronic PLC, 05/2006 – 01/2020

Global Leader in Medical Devices and Therapies

IT Global Operations Manager, Mounds View, and Woodbury, MN, 05/2017- 1/2020

IT Global Operation Center - Responsible for entire Data Center Operations (tape, batch process, physical site), Network Architectures, Infrastructure & Security Operations, and Distributed Systems (Windows & Unix) along with SAP Basis Infrastructure and Data Storage. Manage the resolution of major IT incidents, lead root cause analysis, and follow-up with preventative action items.

In charge of 2nd shift business-impacting outages. Provided leadership and support to the following IT Operations areas: telecom, virtualization, active directory, VoIP, VPN, Computer science, Windows server, AWS, financial service ERP systems, switches, routers, firewalls, middleware, databases, and monitored over 200,000 backups 24/7/365.

Demonstrated ability to foster high collaboration between all team members in establishing a single, cohesive culture to increased team’s efficiency by 22% after consolidating Twin Cites Data Centers through upgrading IT systems.

Managed all of Medtronic’s scheduled backups through IBM, TWS. Improved team’s process and performance to flex with a 35% increased workload.

Well versed with Service Management tools (Service Now, monitoring, and automation capabilities).

Advanced Knowledge for policies and best practices (SOX, PCI, and Data Privacy)

Proven problem-solver, ability to identify links and gaps between facts, teams, problems, and solutions.

Experience building relationships and strategic alliances that lead to consensus supporting strategic investment such as reduction of the company’s purchase and maintenance of physical tapes – Cost savings of $42,000 per year.

Proactive partner with the planning teams and architects to ensure architecture standards are maintained.

Anne Grabowski 612-***-**** Page Two

IT Senior Supervisor, Customer Support, Columbia Heights, MN, 02/2013 – 04/2017

Over four years of supervisory experience with various Global IT System Administration, desktop support, hardware, and service desk user-friendly technologies, platforms, ACD systems.

Provide leadership and holiday staff scheduling tasks to over 130 members of the IT Support Center, the first point of contact. Along with a team of supervisors, this key leadership position manages day-to-day operations, which provided 24x7x365 IT customer service to 120,000+ user end employees/contractors.

Defining strategy for service management engagement, readiness, and change management to achieve consistent service delivery across the service portfolio.

Accountable for hiring, career development and performance reviews, mentoring and coaching, performance management.

Align all stakeholders on common objectives, ensure adequate funding, prioritization & resources to deliver program success & strong end-user adoption

Leader of a transformation in IT delivery and customer satisfaction by achieving the highest overall team customer satisfaction scores of 98% and team engagement scores of 85%.

Part of a team that completed one of the largest Medical Device acquisition by combining Covidien and Medtronic IT Customer Service Centers, which doubled the size of the Team to over 100 staff members.

Accountable for systems/applications readiness in a large-scale enterprise environment.

Provided digital services leadership for a self-service portfolio (Knowledgebase, Videos, Self-Help Website, Call Routing options).

Senior IT Business Analyst, Columbia Heights, MN, 08/2012 – 02/2013

Provided Problem Management and the ability to influence team members, peers, customers & stakeholders

Gathered data analytics and reporting from ServiceNow to analyze the performance of IT support services, document resolutions, and identify areas for improvement. Problem categorization, investigation, and diagnosis.

Manage performance & development of team members that will enhance the relationship with partners

Contacted Business Stakeholders and updated documents in ServiceNow Knowledgebase

Work with global IT management teams to ensure NPS was ranked high across geographical locations

Senior Technical User Support Analyst, Columbia Heights, MN, 07/2008 – 07/2012

Developed and maintained lifecycle of Medtronic’s first Global Client-Facing IT Self-Service website customized in SharePoint web technology

Facilitated communities of practice within a high matrix organization related to user-friendly application design & adoption outcomes, including end-user training

A highly motivated individual provided friendly customer service.

Technical Support User Analyst, MN, 05/2006 - 06/2008


Help Desk Analyst, Land O’Lakes, MN

Network Engineer Associate, TIES, MN

Anne Grabowski 612-***-**** Page Three


Master of Business Administration (MBA) Candidate, Healthcare Administration,

Saint Mary's University of MN – Plan Completion April 2020

Bachelor of Science (BS) Sociology, Business Administration,

University of WI, Eau Claire, WI


IT Project Management Masters Certificate – ESI International/George Washington University

ITIL Foundations and Operations Support and Analysis, CobIT 5.0 Foundations

CompTIA: A+, Server +, Network +

Audit Compliance

Vendor Management & Contract Negotiation

HDI KCSSM Certified

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