Bob Grinsell Email & Phone Number

Chanhassen, Minnesota, United States

Collaborate with IT and Business Process Owners to streamline Production and Operations by mapping and documenting processes, developing and managing project charters, defining detailed requirements, identifying innovative solutions and process improvements, conducting comprehensive cost-benefit analyses for potential IT projects, and implementing effective solutions. Foster a disciplined IT Project Roadmap approach to enhance our project management capabilities, consistently deliver valuable solutions and improvements to senior leadership, and drive overall organizational success.

Eagan

Built Lean Process Improvement tools and execution plans. Collaborated and consulted with leadership across the organization to implement process improvement initiatives. Lead CI & Lean workshops & process mapping sessions. Created current and future state value streams and workflow diagrams, assisted with implementation of process improvement plans.

Greater Minneapolis-St. Paul Area

Documented and executed support integration activities for new acquisitions, documented IT processes; developed communication plans and materials; created training and how-to user guides, led governance of CMDB, contributed to IT Service Management process definitions and execution. Part of team leading migration to single IT Service Management suite, eliminating several outdated systems.

Department Of Human Services Building, St Paul, Mn

Lead strategic direction of service catalog, including design, implementation and maintenance of catalog items and overall catalog structure; support migration of divergent agency catalogs into "common book of business" enterprise-wide catalog; maintain positive working relationships across multiple agencies; champion IT Service Management best practices.

Online University

Contributed to development of course materials and videos for Villanova University's ITIL Foundations 8-week online course; moderate on-going class sessions, including answering student questions, initiating and facilitating Discussion Board activities; offer supplemental materials and an ITIL Practitioner's perspective; conduct weekly live discussion sessions, presenting an overview of each week’s material, and help prepare students for ITIL Certification exam.

Greater Minneapolis-St. Paul Area

Document and manage business and user requirements; identify project dependencies, translate business and user requirements for technology organization; create and manage release schedule; establish and maintain effective business relationships, including publishing weekly communication; educate business partners on systems capabilities and solution feasibility.

Optum, Eden Prairie Mn

Developed workflows and process guides; designed Process Repository and automated intake process; defined performance milestones; helped establish process and procedure templates; executed communication plans, including content, timelines, and information sessions.

Eagan Mn

Unify divergent metric reporting efforts to create a single vision of IT performance across all IT processes and to develop a framework for the definition and delivery of IT services for Business audiences.

Coordinate communications and activities between IT and key business units, serving as a single point of contact and Customer Advocate. Drive SLA v2 initiative, moving away from purely data driven metrics to analysis that reflects the true User Experience. Streamline intake and support processes.

Responsible for the development and execution of the Service Catalog Management process, ensuring it interfaces with all other relevant processes, setting targets and reviewing the effectiveness and efficiency of the process, performing process audits and managing the process improvement cycle. Define standard catalog items for IT components that are used in new or existing IT Services and establish measurements and reports for agreed business requirements.

Greater Minneapolis-St. Paul Area

Three-year leadership term; President-elect (2012), President (2013), Past President (2014); serving itSMF (Service Management Forum) MN, a Local Interest Group of itSMF USA. We are dedicated to promoting IT Service Management best practices and helping practitioners come together to discuss critical issues, learn new approaches and network with other like-minded individuals.

Greater Minneapolis-St. Paul Area

A volunteer position with the Minnesota branch of the IT Service Management Forum. Develop communications and promotions to encourage membership and participation in the itSMF and organize or assist with planning and promotion of seminars, workshops and networking events.

Managed Service Delivery relationship with key accounts; Maintained communications on new software, upgrades and modules; Developed and documented product presentations and training; Created and executed employee engagement workshops; Participated in customer evaluations and implementations.

Service Level Management. Defined contractual performance criteria and established reporting metrics. Developed SLA reports and communication templates. Conducted Needs Analysis and Process Discovery. Presented process overview workshops and employee awareness campaigns.

Business Analyst. Developed and conducted Quarterly Customer Satisfaction Surveys, created metric reporting templates, participated in implementation of ITIL fundamentals. Client Advocate. Coordinated helpdesk response to technical issues, escalated unresolved issues, provided single point of contact for regional and district managers.

Managed multi-client commercial helpdesk; coaching technicians on support processes; Established Service Delivery performance criteria and reporting models; Led process discovery efforts and procedural documentation; Developed and led policy and process training sessions; Created performance reports and Executive Business Reviews

Developed Sales presentations, managed customer and prospect contact lists, coordinated marketing materials, conducted product seminars and employee training, attended industry trade shows.

Developed market research and direct mail response analysis, created Association membership marketing programs, designed brochures and marketing materials.

Saturn Systems (no longer in business) developed office management software (word, spreadsheet, design) specifically for the DEC mid-range computers (AS400 / MicroVAX). I was responsible for developing marketing programs, including brochures, marketing materials and live product demonstrations, as well as coordinating contract renewals with existing customers.

Bs, Mass Communications, Business Administration

Activities and Societies: Alumni communications PRSSA Newman Center Peer Ministry Student Senate Secretary Student NewspaperMajor in Mass.

High School, General, Religious