Daniel Gran Email & Phone Number

Toronto, Ontario, Canada

• Provided direct leadership and supervision of four application incident coordinators, owning the process of coordinating major and minor incidents from discovery to resolution at a unionized public sector insurance.
• Led and supervised activities related to major and minor release planning and execution, including change management, reporting, and an insurance and financial processes tool, coordinating with both internal and.
• Conducted knowledge transfers (KT) and training of business users and support staff
• Prepared statistics and created analytical reports and trend analyses from raw data, and communicated information to C-level stakeholders
• Implemented and developed an auditing process for tickets

Stockholm, Sweden

• Created presentations for stakeholders proposing strategies and improvements of a new PKI solution for a large, global telecom company’s desktops and mobile technology in a unionized environment
• Worked with on- and offshore project teams on a daily basis, and arranged and held KT sessions and continuous support with a new in-housed offshore support team leading to better incident management via ITSM
• Created user guides for users and support scripts for the support team, with understanding of customer service practices and procedures, as well as instructional videos
• Enabled others by holding KT sessions and continuous support with a new in-housed offshore support team leading to better incident management

• Reporting of product status to clients, and worked with constant change of client demands and ensured they were correctly interpreted and met. Expedited completion of products if required
• Monitored workers and ensured performance metrics were met, as well as the adherence to Health and Safety regulations
• Decreased lead times by optimizing the work flow together with the President

Kitchener, Canada Area

• Solved level 2 problems end users experienced with a large financial institutions mobile app and its mobile technology
• Assigned Primary Case Researcher as my quality scores were the highest of the support team within quality assurance and customer service
• Created SharePoint guides for first level agents to increase the number of first call resolutions

Master Of Science (Msc), Industrial Engineering And Management - Specializing In Strategic Work And Business Development

Bachelor Of Science (Bsc), Business Administration And Management, General

Exchange student from August - December at Ajou University in Seoul. Took courses such as Marketing Management, Finance, Principles of.