Gram Singer, Spoc Email & Phone Number

Colorado, United States

Greater Minneapolis-St. Paul Area

Lead a team of IT professionals who provide system support for 1,000 users across 23 states through career coaching, organizing technical training, and building community, while maintaining customer satisfaction scores above 90%.Manage IT vendor relationships by utilizing annual roadmaps and aligning goals in order to support the initiatives and operational needs of the organization.Partner with leaders throughout the company to provide project and change management services to ensure that company goals are leveraging technology in the most effective ways possible.

Led and empowered a team of 35+ production employees in professional growth, change management, communication best practices, conflict resolution, and performance management while maintaining 88% employee retention.Managed the pilot team for an organizational change. Acted as a key stakeholder in this process to understand and document the impacts of these changes and worked with all branches of the company to resolve them. This organizational changes was adopted by The Nerdery after one year of the pilot group.Increased team productivity from 80% to 90% utilization, averaging 1,400+ billable hours per week, with high profile portfolio engagements including Medtronic, Hy-Vee, Google, Valspar, 3M, Best Buy, Purina, Schneider Electric, Tastefully Simple, and Honda.

Managed a team of 5-7 service desk technicians responsible for all POS database updates for retail stores. Increased the accuracy of software releases by over 75% through development of standardized business processes.Developed, implemented, and maintained corporate communication plans for IT operations team.Project management of POS software and credit processing engine upgrades to 2000+ devices. Architectured company-wide deployment of Windows 7 to all end-user computers, including scorecard success metrics analysis.

Managed hardware and software vendor relationships to substantially reduce the operating cost corporate IT services.Designed a service catalog for the IT service desk with supporting service level agreements through collaboration with multiple departments (e.g. retail operations, risk management, finance).Analysis and recommendation of hardware life-cycle implementation for Caribou Coffee Co. executive leadership team. Architecture and project management of hardware lifecycle regulation process for all support center hardware.Collected and reviewed evidence for yearly PCI and SOX compliance audits.

Delivered point of sale (POS) phone support to 400+ retail locations daily to support daily operations.Developed training curriculum for service desk specialists to standardize training procedures and onboard new service desk team members.Prioritized and resolved technical incidents for 200+ Caribou Coffee Co. support center and field team members.Architected a quality assurance process for corporate system images. Project management and implementation of OS changes for all software releases.

Delivered point of sale (POS) phone support to 400+ retail locations daily to support daily operations.Developed training curriculum for service desk specialists to standardize training procedures and onboard new service desk team members.Prioritized and resolved technical incidents for 200+ Caribou Coffee Co. support center and field team members.Architected a quality assurance process for corporate system images. Project management and implementation of OS changes for all software releases.