Linda Grant Email & Phone Number

Oklahoma City, Oklahoma, Us

• Responsible for support and administration of the ServiceNow platform.• Creation of new Catalog Items and modification of existing Catalog Items.• Work with the ServiceNow Architect providing support for new ServiceNow Upgrades.• Implementing Project Management and Resource Management applications to allow IT leadership one place to visualize all projects and resource capacity. Implementation includes the new Project Workspace, Resource Management Workspace and the ability to export status reports to PowerPoint.

Oklahoma City, Oklahoma, Us

• Responsible for the ongoing support and administration of the ITSM platform.• Sole team member performing the tasks required to upgrade our ServiceNow Environment. Upgraded from Orlando to Quebec and then Quebec to Rome, which included keeping the effort on schedule by attending daily scrum meetings, service catalog test, and post upgrade testing.• Creation of new Catalog Items, Repair/Modification of existing Catalog Items.• Responsible for implementation tasks including creation and promotion of update sets between environments.• Dashboard and Report creation for Sr. Leadership• Revision and configuration of Groups.• Working with Management to refine the look and navigation of the Service Portal.• Configuration of user accounts and roles.• Identified multiple issues within the system and proposed best practice solutions to management for repair of the issues.• Created a ServiceNow Roadmap for Senior Leadership.• Implemented Agile Development 2.0 out of the box for the ServiceNow team to use in tracking the teams backlog.

Boston, Massachusetts, Us

• Responsible for the day-to-day administration in support of Incidents and Service Requests including creating and managing user accounts, group management and bulk data uploads.• Creation of new Catalog Items and repair/modifications of existing Catalog Items.• Develop and deploy custom applications.• Work with the ServiceNow team to maintain an ongoing knowledge of customizations within the system.• Identify inefficiencies and develop a plan to implement solutions to rectify the inefficiencies.• Perform deployment of update sets, manual data movement and configurations.• Develop technical and process documentation, including unit test plans and knowledge documents.• Participate in all aspects of the ServiceNow upgrade cycle.• Implemented Release Management for use by the ServiceNow team.

Andover, Massachusetts, Us

• Provided second level support for ServiceNow incidents, issues, or questions. • Follow an agile methodology to implement monthly ServiceNow releases.• Work with stakeholders to gather and document requirements, acceptance criteria, and artifacts for ServiceNow enhancements.• Configuration of user accounts and roles.• Identified multiple issues within the system and proposed best practice solutions to management for repair of the issues.

Worcester, Ma, Us

• Lead Application Analyst on the implementation of the ITBM suite. Participated in all requirements and design meetings, lead UAT, created training documentation including labs, provided end user training, and drove management of the project on multiple occasions.• ITBM Implementation and administration, with a focus in Demand, Project, Resource and Time Management.• ServiceNow implementation and administration experience, including ITBM, and ITSM. • Provide second level support for ServiceNow incidents, issues or questions. • Member of the Resource Management Improvements Council as the technical lead tasked with continuous improvement of the resource management process.• Facilitate Resource Management Office Hours on a weekly basis to assist the IS department with questions regarding the process and how to perform the actions in the system.• Lead improvements to the Demand Management, Resource Management, Project Management and Test Management processes while participating in the Service Delivery Modernization Program.• ServiceNow Technical Representative on the Service Delivery Modernization Council responsible for providing recommendations regarding best practice of the tool.• Capture FAQs and create knowledge articles.• Work with stakeholders to gather and document requirements, acceptance criteria, and artifacts for ServiceNow enhancements.• Follow an agile methodology to implement monthly ServiceNow releases.• Lead monthly UAT with Stakeholders ServiceNow releases.• Work with fellow teammates to implement ServiceNow Upgrades.• Assist in creating and maintaining the ServiceNow Roadmap.• 3 years of Clarity PPM Application administration for a 500 member IS team. Duties included Idea and Project setup, platform reconfigurations, resource account management, break/fix issue resolution and metric reporting for Senior Leadership.• Assisted in the redesign of the customer facing ServiceNow portal which services over 14,000 resources.

Worcester, Ma, Us

Working under the supervision of the Director of Methodology within the Value Delivery Office, responsible for tracking and monitoring demand management, administration of the Project and Portfolio Management tool and compiling project metrics for Senior Leadership.• Worked to restructure the IS Work List that was in use when joining the Value Delivery Office by taking an 85% manual process and condensing it to a 35% manual process.• Continually worked to improve the processes and user adoption of the Clarity Project and Portfolio Management system after a successful upgrade from v13.1 to v15.1.• Worked as part of the team to gather, organize and size FY18 demand in preparation for review by Senior Leadership.• Member of the Demand Management Team, which includes initial intake of demand, monitoring demand, assisting management with demand planning, developing standard and ad hoc reports for demand and portfolio management, participating in demand management meetings, and improving the demand management process as needed.• Business Analyst work for small projects, which includes: gathering business requirements and assisting Project Managers with other project tasks and documentation creation as requested.• Clarity PPM Application administration.

Woonsocket, Ri, Us

Worked under the supervision of the Senior Director of Advertising production to quantify all work funneled through his team in an effort to ensure the department was at its proper headcount which would allow for justification of any additional resources.-Communicated with team members to gather all work completed by their team to generate a snapshot of the number of projects and hours vs. their current headcount-Assisted the Director, Marketing Planning with extracting information out of their current MRM, IBM Unica Enterprise Marketing Suite, by learning and generating reports out of IBM Cognos using Report Studio and Query Studio.

Round Rock, Texas, Us

Contract position within EMC assisting the Global Business Operations team with meeting deliverables to free up capacity for the testing of a company-wide rollout of MyQuotes.-Assisted personnel in Cork with TA reassignments by accessing and comparing data from SAP and SFDC to ensure quality and accuracy.-Leveraged SFDC to help with SAP implementation.-Run Sales Accreditation Reports using SAP as requested.-Assisted the Director of Finance and Sales Operations in auditing expense reports of terminated employees to ensure all expenses were valid and receipts were accounted for.-Worked under the Finance Director of Americas Business Operations and in collaboration with the Finance team to track, compile and reconcile expense spending accounts for EMC Sales and Executives to determine if meetings held at the EBC (Executive Briefing Center) in Hopkinton, MA were justified in comparison to the expenses associated with the trip.

Woonsocket, Ri, Us

Provide analysis of health systems, including Maps, charts, graphs, profile sheets and Health System/Hospital Statistics data, to the senior management team to use for strategically planning next steps for building a solid client base. -Represented the Health System Alliance (HSA) team and worked alongside the MinuteClinic and Development Teams within CVS to implement the new SFDC platform used within the department which created efficiency among the team. This included process mapping, data collection, data preparation, requirements gathering, programming recommendations and project management.-Served as the main point of contact for the HSA team regarding SFDC. Including data loads, entry of new accounts, report creation, dashboard creation, account updating, submitting system change requests and working with the development team to ensure the change requests were deployed properly. These steps included: Creation of business requirements and acting as the QA tester for the department, which included reporting and collaborating with development on resolving defects. -Maintain data integrity of the newly launched Salesforce.com (SFDC) platform which included entering accounts into SFDC and ensuring the team was accurately trained to enter information into SFDC. Reports were ran and analyzed on a weekly basis to ensure information was correct in the system.-Composed and distributed analysis request forms, new account forms and profile sheets (individual systems and market areas) to the sales team to allow easier distribution of information to the Health System Analyst. The form creation streamlined many processes and eliminated the need for multiple emails to obtain additional information. -Researched Hospitals and Health Systems within specific Market Areas to identify and present details and specific findings to leadership which assisted in determining if specific Health Systems were suitable “potential” clients.

Provide all administrative support for the CEO, CFO and Vice President of Purchasing for a 250-million dollar Firearm Wholesale Distributor. Provide administrative and accounting support for an additional company (AZTAR Group, LLC.), owned by the CEO of Davidson’s. Assisted the Arizona HR Department by acting as an HR liaison for the North Carolina Satellite Office.-Assisted the CEO and Videographer with coordination of filming for GalleryofGuns TV including receipt and inventory tracking of Firearms and Ammunition as well as scheduling talent.-Recreated and streamlined the process for performing all aspects of Accounting for AZTAR Group, LLC. by implementing the use of Quickbooks, which allowed for easier bill payment, reporting and collecting of tax data at the end of the year.

Columbus, Oh, Us

Deliver all administrative support for the 7-member operations team responsible for the construction of multiple commercial projects. Prepare contracts and change orders to issue to subcontractors on an as needed basis.-Assisted the Estimating Manager with reconciliation of project budgets to ensure all costs are budgeted for correctly.-Collaborated with the VP/GM of North Carolina to create a database of over 1,000 local companies whom we are able to solicit for use on upcoming projects.-Assisted the Lead Project Administrator in creation/reorganization of procedure manuals for the Superintendent and Project Engineer position.

Raleigh, North Carolina, Us

Delivered administrative and accounting support for the 8-member property management and maintenance team charged with overseeing management and maintenance of a 3 million square foot commercial portfolio. Prepared capital improvement requests and contributed to budget development. Organized tenant appreciation events.-Tracked and ensured budget compliance for $3.4 million in capital expenditures for the Director of Property Management.-Resolved ongoing mail delivery problems resulting in numerous tenant complaints by coordinating with the postal supervisor to reassign and label all mailboxes for a 70-tenant building.-Improved the accuracy of utility transfers by initiating a project to update and electronically track gas and electric meter numbers for over 180 tenants.-Revised and distributed the divisions HVAC, signage, and administrative support operation manuals.

Us

Created lease proposals for more than 200 sales representatives in the Healthcare and Senior Living division. Administered monthly invoicing, coordinated month-end processing and reporting, and calculated lease payoffs and buyouts for the portfolio. Performed cash application and reconciliation.• Supported the sales team in achieving $3.4 million in sales within a 1-year period, and aided the Credit and Collection Manager with the sale of the entire $8 million leasing portfolio.• Developed a leasing manual that standardized and documented leasing administration functions within the company.• Collaborated with internal auditors to ensure leasing procedures complied with Sarbanes-Oxley requirements.• Handpicked by the Credit and Collection Manager to assume billing functions in addition to leasing contract administration responsibilities. Performed billing for all sales orders. Processed credits for returned items using PeopleSoft.• Handpicked by the Assistant Controller to audit company expense reports to ensure all necessary receipts were attached which resulted in reimbursement of duplicate expenses to the company.