• Dawn Grant IT & Team Manager • Salesforce Ranger • Strategic Planning

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Dawn Grant
Kirkland, WA
dawngrant@gmail.com | linkedin.com/in/dawngrant/

CAREER SUMMARY

Senior IT Manager • Team Manager • Strategic Planning • Project Manager • User Training

  • Hands-on director with a wide range of technical and customer service skills. Manage the planning, design, selection, use, and administration of communication and information technologies.
  • Over ten years setting up and providing support for live webinars and video calls with internal and external customers, often practicing and recommending changes before meetings or troubleshoot issues in the moment. Platforms include Skype for Business, Microsoft Teams, WebEx, GoToMeeting, etc.
  • Excellent track record of leading and mentoring teams. Give clear expectations, empower and motivate team members with goals and feedback. Always flexible and ready to change direction.

AREAS OF EXPERTISE

  • Technical support
  • Customer service
  • User training
  • Team management
  • Project management
  • Process improvement
  • CRM administration
  • Cloud computing
  • Root cause analysis
  • Critical thinking
  • Goals & reporting
  • Calm under pressure

PROFESSIONAL EXPERIENCE

Benevon, Seattle, WA. 09/2002 to 04/2019
Senior Information Technology Manager. 01/2009 – 04/2019

  • Stay current in new technologies, provide strategic planning, and maintain IT operations at a privately held company that has trained over 5,000 nonprofits, collectively raising over $1 billion.
  • Long-and short-term IT strategic planning including infrastructure, systems, and budgets. Accountable to formulate IT initiatives and negotiate vendor relations. Research and advise C-level executives.
  • Team Management responsibilities such as conduct interviews, create/report on goals, guide, monitor, and track progress, coach and motivate as needed, evaluate team and individual performance.
  • Manage projects that further the company goals with requirements, timelines, and deliverables; website redesigns, rebranding, coaching videos, online curriculum, and virtualizing the company.
  • Collaborate with c-level executives to implement projects and technologies, improve systems, decrease labor and increase visibility. Document and train in Salesforce, Pardot, Windows 10, Office 365, and more.

Information Technology & Facilities Supervisor. 01/2004 to 12/2008

  • Hand-selected to take over management of the Information Department of up to six team members which included a systems administrator, Salesforce administrator, and data processors.
  • Managed and trained five system administrators, Researched technologies/equipment, negotiate contracts, vendor/contractor relationships, budget, purchase, inventory, asset management, etc.
  • Managed IT and facilities projects including moving to a new CMS. Created a marketing strategy and schedule for social media, updated the website for SEO. Rebranded company website for name change.

Systems Administrator & Facilities Manager. 09/2002 to 12/2003

  • Support and account administration for up to 50 users. Provided setup, training, and support in software, equipment, and work environments. Planned for future expansion and replacement projects.
  • Webmaster, newsletter manager, and database administrator. Transitioned 20,000-subscriber plain text newsletter to HTML. Designed online class using WebEx saving over $15,000 airfare annually.

PRIOR EXPERIENCE

  • Jr. Systems Administrator/Producer at Fry, Inc.:Maintained award-winning Eddie Bauer suite of websites, provided 24/7 support for staff and farm of web and database servers.
  • Computer Laboratory Assistant, ACS at Edmonds Community College: Supported users with hardware/software. Setup computers between sessions. Designed advanced Excel class, train teachers.

EDUCATION

  • Bachelor of Science in Business – Information Technology Management
    Western Governors University Washington, Kent, WA, anticipated completion 06/2020
  • Associate Technical Arts – Computer Information Systems
    Edmonds Community College, Lynnwood, WA. 06/2000, GPA 3.82
  • Salesforce Certified Administrator, Trailhead Ranger https://trailhead.com/me/dawngrant

VOLUNTEER EXPERIENCE

  • Salesforce Consultant, Washington Women’s Forum, Salesforce Essentials edition. 03/2019-04/2019
  • Community Emergency Response Team (CERT) Volunteer, City of Kirkland. 08/2016 – present
  • Web Content Editor, Lake Washington School District, SharePoint. 07/2008 – 07/2016