Deidra Grimm Email & Phone Number

My role as a business analyst on the digital team engages me in supporting the launch of projects that involve aligning the expectations, requests, and requirements from every department within Funko. I work to understand the perspective of the project stakeholders so that I can translate the requirements to our digital team during the Sprint grooming and planning sessions that I lead on a weekly basis. In addition, I also seek approval from stakeholders after presenting the Business Requirements Document that I prepare for each project and the UAT sessions related to the projects that I plan.

Everett, Washington, United States

• Defined, implemented, and led the charge on the Major Incident and Postmortem process for the Digital team as the on-call Major Incident Manager, which was then adopted by the retail team after proving successful. • Took ownership of an average of 120 tickets monthly via FreshService for over 50 applications used to support our e-commerce website and company-wide initiatives such as SOX audits. Implemented service request management based on ITIL framework• Authored and maintained the Digital Confluence space. Added over 150 articles defining SOP for all applications and systems• Provided support to the development team during the transition from Shopify to Salesforce by transitioning users, integrations, and finding and fixing issues before launch• Processed over 5,000 mobile application feedback tickets in under two months utilizing CloudFlare and other applications to troubleshoot and fix complaints. Collaborated with the Project Manager, Mobile Development team, and DevOps to push out updates to fix the top three issues found in customer feedback.

Mclean, Virginia, United States

• Supported the digital staff of 64 news stations across the company within established SLA and KPI guidelines by resolving approximately 25 tickets a day submitted via JIRA. • Provided fixes and workarounds for errors within news articles and blogs from the backend of our CMS system using HTML and CSS, manipulated the appearance of numerous streaming platforms' content, and routinely updated the layout of the market's news home pages based on weather or political events via Github• Utilized standard IAM and PoLP policies to ensure application security• Authored approximately sixty Confluence articles to create a knowledge base that included SOP and troubleshooting information to enable the support team to be self-sufficient, thorough, and provide a faster TTR.

Chesapeake, Virginia, United States

• Rebadged to Cognizant staff as a team lead of six offshore employees. Performed a weekly audit of every ticket received and escalated by my team via ServiceNow to ensure proper troubleshooting steps were followed to resolve all tickets within the scope of our team. Held daily training sessions based on the audit to teach better practices to the team to achieve a higher ticket resolution percentage. • Delegated repeatable, teachable tasks to team members when onboarding new markets after acquisition achieving time-related goals• Collaborated with Senior Identity and Infrastructure Architects to set up Formstack in OKTA to enable SSO and MFA

Chesapeake, Virginia

• Effectively resolved incidents and service requests with troubleshooting and analytical skills using GitHub workflows, API calls, Advanced Rest Client, Postman, Visual Studio Code, and PowerShell. • Assisted with onboarding several new applications including Google Analytics by auditing users and removing group accounts, sent out email notifications of the upcoming changes including important dates, instructions, and material training schedules hosted as a collaborative effort between the digital and business intelligence teams. • Worked with project managers to QA sites launched to our new web platform to find bugs, fix how the site appeared, and provide feedback.

Chesapeake, Virginia

Chesapeake, Virginia

Chambersburg, Pennsylvania

Virginia Beach, Virginia

Virginia Beach, Virginia