Technical Support Management

Mike Gratz

Home 701-***-****

Cell 701-***-**** ****@***.*****.***

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West Fargo, ND 58078

Professional Summary Manage Information Services Division for major Midwest healthcare company to meet the challenges of Heathcare Reform. Develop strategic plans to support the IT needs of complex multi-faceted healthcare organization while meeting increasingly demanding IT auditing requirements for security, audit, and compliance. Demonstrate exceptional leadership skills through management of all aspects of Information Technology including software systems development, technical support, telephony, networking, service desk, computer operations, data management, documentation, project management, and print/mail operations. Manage a balanced IT budget over increasing levels of responsibility, reaching a top figure of $65 million. Through extensive consolidation of software, hardware and service groups, manage to save $12 million over five years and reduce IT personnel expenses by 20% in two years.

Employment History Vice President, Information Services

Noridian Mutual Insurance Company Fargo, ND 04/2009 – 09/2011

• Managed $65 million corporate IT budget

• Developed strategic plan and major IT restructuring

• Provided vision and leadership for all IT in multi-affiliated organization

• Accountable for numerous IT cost-reduction projects, saving the organization over $5 million annually

• Actively involved in IT Professional groups locally and nationally

Director of Information Services

Noridian Mutual Insurance Company Fargo, ND 06/2005 – 04/2009

• Led short and long-range planning for responsible areas

• Integrated goals and strategies with other departments in the division

• Responsible for Corporate Technical Support, Computer Operations, Data Management and Documentation, Help Desk, Production Print and Mail, Applications Development and IT Security departments

• Delivered results for multiple government and commercial IT projects

• Led corporate wide IT Infrastructure Library (ITIL) implementation to streamline services and increase IT effectiveness

• Accountable for successful implementation of increasingly strict government security, audit and compliance requirements across IT

Employment History - Continued Manager, Technical Support

Noridian Mutual Insurance Company Fargo, ND 09/2000 – 06/2005

• Successfully managed a budget of over $30 million annually

• Streamlined purchase of hardware and software for company

• Managed IT infrastructure and support including voice and data networks, mainframes, open systems, databases and desktops

• Key technical leadership role in the analysis, design and implementation of two data centers, the primary and disaster recovery

• Directed security, audit, and compliance efforts for IT infrastructure

Team Leader

Noridian Mutual Insurance Company Fargo, ND 07/1994 – 09/2000

• Established new team of 16 application developers and analysts responsible to support all company IT administrative systems

• Built high achieving group of software support individuals administering packaged software applications

• Supervised numerous application development projects to successful completion on time and within budget

Education

Bachelor of Science in Computer Science

University of North Dakota Grand Forks, North Dakota 12/1987

Licenses/ Certificates

Foundations Certified in IT Service Management

Issued by Examination Institute for Information Science 07/2007

Fargo Moorhead Leadership Program

Issued by Fargo Moorhead West Fargo Chamber of Commerce 05/2007

Additional Training

Executive Development

Strategic Planning

Leadership

Privacy, Security and Compliance

Office Productivity tools

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