Danielle Bruce Email & Phone Number

I am currently in two roles: Policy Deployment, and Training Content/Creation, within the US IT Support Center. I enjoy working with the reporting and analytics team to present and interpret the data used in Policy Deployment meetings, as well as helping technicians align with the right people, teams, or processes to bring their ideas for improvement and automation to life. Within the training role, I work closely with our Subject Matter Experts and Trainers to determine what information needs to be included or updated for our new hire trainings, and then I work to make that information as accessible and easy to understand and digest as possible.In addition to these roles, I frequently assist or join other projects within the IT Support Center and our Global User Services division, and have done some consulting work with the Medtronic Foundation in connection with the Taproot Foundation.ACT Week: Simplify and Automate Participant: July 2021US IT Support Center Employee of the Month: January 2022Medtronic Foundation US STEM Consulting Sprint: March 2022Global User Services Award for Policy Deployment: April 2022Global User Services Leadership Bootcamp Participant: FY23

Working with the phone support team to answer in-coming questions and provide technical support for a wide-variety of systems and processes. Assumed additional roles and duties during this time, such as becoming skilled in specialized call queues, and starting as a scribe for Policy Deployment meetings. As part of this role, I re-organized existing processes and documentation to remove inconsistencies and improve overall workflow for the team.US IT Support Center Technician Spotlight of the Month: December 2020

Minneapolis, Minnesota

Responsible for troubleshooting escalated client issues and working with support and development teams to isolate issues, complete quality testing, and ensure we were providing solid resolutions to our customers. Also responsible for providing updated training and documentation for internal and external users as the product evolves. Organized and reduced multi-year development backlog by over 80% in my final year in this role.

Minneapolis, Minnesota

Responsible for in-coming questions and technical support for a wide-variety of clients and internal staff via phones, chat, email and online ticketing systems. Also responsible for training and assisting system administrators with common processes, and daily system tasks and cleanup as assigned.

Minneapolis Public Schools

Responsible for keeping sites in compliance with State and District testing dates, policies and procedures. This is achieved through adherence to a strict timeline: my job was to set deadlines and ensure sites meet them throughout the year. I was also responsible for maintaining school, test coordinator, and student information in the various testing systems, and managing student accommodation needs, in addition to providing daily support to sites, district and department staff, students, families and the public.

Greater Minneapolis-St. Paul Area

Responsible for providing telephone support to parents and students regarding testing resources, as well as purchasing/receiving. Also responsible for assisting Evaluation Specialists with verification and corrections prior to submission of student enrollment files, and the dissemination of Summary Reports and Individual Student Results for each assessment. Duties also included supporting the District Assessment Coordinators via communications to site Test Coordinators and building staff and the distribution and collection of testing materials, order forms, and state mandated forms. This position entailed working with Test Coordinators to ensure District and State dates and deadlines were met, and assisting with training events by assembling materials; scheduling training space; and setting up online course registration.

Greater Minneapolis-St. Paul Area

Responsible for providing friendly, knowledgeable answers to employee questions ranging from payroll calculations to contract language, as well as providing training and assistance on the Employee Self Service system. Also responsible for the bi-weekly communication to employees re: unapproved time, and the distribution of bi-weekly remuneration statements. Other key duties included processing paperwork, such as stop payment and payment tracking requests, personnel changes, employee requests for information, and employment verifications. I instituted a system for tracking and documenting off-cycle checks and employment verifications, as well as an overhaul of the archival file system. Daily upkeep of office & breakroom, file maintenance and the ordering of supplies as needed.

Greater Minneapolis-St. Paul Area

Responsible for electronically consolidating files for an affordable housing property management firm and their properties to create one cohesive filing system that can be accessed by employees located at all sites. Also acted as reception relief and performed various office duties.

Greater Minneapolis-St. Paul Area

Responsible for Medica insurance claims billing using a required knowledge of third party payers, billing procedures and insurance laws and policies. Independently exercised critical thinking and problem resolution skills to prioritize and deal with fluctuation in workload while maintaining customer service quotas and open communication with patients, Fairview staff, and Medica representatives.

Greater Minneapolis-St. Paul Area

Responsible for greeting and directing callers for multiple law firms, mail distribution, bank deposits, supply ordering, greeting clients, upkeep of office and conference rooms, verifying accounts payable/ receivable, overhaul of existing filing system, various duties as assigned.

Greater Minneapolis-St. Paul Area

Responsible for answering calls on various testing and software issues, compiling data and spreadsheets for cross-referencing issues and solutions, helping detect problems with software through extensive beta testing, and assisting programmer’s to resolve issues as well as various other duties as assigned.

Greater Minneapolis-St. Paul Area

1999 - 2004: Intermittent Temporary; assisted several departments in a clerical capacity after school and during breaks. 1994-1997: Student worker. Stuffing envelopes, making copies and organizing files after school for the Media Dep’t.

Bachelor Of Fine Arts (B.F.A.), Sculpture

Study Abroad, Sculpture