Deborah Grimes Email & Phone Number

Paris, France, FR

- Manage 25+ employees globally- Oversight of customer new hire an new computer deployments- Provide oversight and management of warehouse inventory of customer computers- Billing and reporting of inscope computer EUC and Network devices- Process improvement- Oversight of internal procurement process for our account

While continuing to look for my dream IT job, I decided to start my own business of planning vacations for others. I've taken all of my passion and excitement for leading others and re-directed it to creating magical dream vacations for my clients with that same enthusiasm. It also challenges me to keep my IT skills current while I work to streamline my.

95877 Bezons, FR

95877 Bezons, FR

Altamonte Springs, FL, US

• Supervised 8 team members who managed Messaging, Mobile Device Management, Skype for Business, and Audio/Visual services, offering constructive feedback on their work performance.
• Developed the road map for mobile device management to improve upon security, reporting, application staging, and reduce the "hands on" time for device setup and application deployment.
• Gathered feedback on my team's performance by conducting on-site meetings with my internal IT customers to see their operation and solicit feedback on how my team was performing. This initiative created a bond between.
• Spearheaded a change in software releases to include meeting with and training the End User Computing (EUC) and Service Desk teams, resulting in more awareness of the product roll out and improving upon customer service.
• Collaborated and built positive relationships with the other IT teams to bring synergy between the teams and improve customer service and resolution times for end users.

95877 Bezons, FR

• Supervised an Operations team consisting of one area manager and 18 Level III technical engineers providing software packaging, deployment and OS patching utilizing Microsoft System Center Configuration Manager (SCCM).
• Established operational objectives and work plans and delegated assignments to subordinate managers.
• Supervised the continuous improvement initiative to implement automated mechanisms between the Asset Management system and Software Distribution Tool to ensure any eligible device requiring Backup and Encryption.
• Reduced employee turnover by understanding the needs of an engineer-driven environment and tailoring my recognition and rewards based on the individual needs of my staff.
• Identified process inefficiencies and training opportunities through the analysis of trouble tickets being escalated to Level III allowing for increased resolution at Level I and Level II team levels.
• Devised and published metrics to measure the organization's success in delivering world class customer service.

95877 Bezons, FR

• Supervised a geographically-dispersed support organization of three area managers and 37 Level III engineers that provided application support for Messaging and Collaboration services.
• Provided project management oversight on all projects within my tower that included cost modeling, staffing, training support teams and hand off to my Operations staff.
• Established operational objectives and work plans and delegated assignments to subordinate managers.
• Performed trending analysis on Trouble Tickets during the Exchange Online roll out, developed an improvement plan, and raised First Call Resolution at the Service Desk for Exchange Online from 40% to 75%.
• Developed the documentation and training materials for the SLAs in my tower to ensure the team's success in meeting the SLAs.
• Built positive relationships with all internal support teams to ensure the quality and timeliness of support and drive down resolution time of issues to improve customer satisfaction.

• Led a team of 3 Supervisors and 18 Level II desktop support technicians that provided remote and on-site Desktop Support and Executive Support services for the Orlando region.
• Mentored two individuals through the Harvard Millennium Leadership program, which is a 26-week in-depth leadership program designed for those individuals who want to move into leadership roles. Both individuals went on.
• Successfully implemented Level II remote Desktop Support for over 70,000 geographically dispersed customers allowing us to increase our resolution ratio from 40% to 64%, enterprise-wide which resulted in meeting the.
• Performed trending analysis on trouble tickets and requests for service to drive improvement initiatives, reduce costs, and improve upon customer satisfaction.
• Implemented the Subject Matter Expert (SME) program to improve upon training, processes and procedures to drive the remote resolution rate higher to avoid back filling positions, thus providing cost savings.
• Developed the Incident Management and Request Management processes that are used successfully on the account by Desktop Support staff and ensures all analysts are following the same procedures to meet SLAs and provide.

Burbank, CA, US

• Supervised a team of 12 Desktop Support and Executive Support analysts providing desktop and project support for all lines of business in Orlando and Tampa, with a focus on Park and Resort areas and the Disney.
• Strong leader of customer support staff.
• Investigated and resolved customer inquiries and complaints in an empathetic manner.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Managed the Desktop Support testing and deployment plans for a major software release. This included coordinating all training software requirements and setup, testing and deployment of production software prior to.
• Managed the move of 800+ PC and printers for the IT department into a new facility. This included refreshing PCs and printers during the move and coordinating moving devices from multiple locations to one.