Amber Grundman

Forward-thinking IT leader known for architecting enterprise support ecosystems, guiding globally distributed teams, and translating operational pain points into scalable technology solutions. Recognized for building high-functioning EUC organizations, orchestrating complex modernization programs, and embedding measurable process discipline across global environments. Brings extensive experience aligning infrastructure, collaboration platforms, reporting automation, and service delivery frameworks with broader corporate expansion and acquisition strategies.

Adept at steering multi-region initiatives, mentoring technical teams, and shaping cohesive IT operating models that elevate service responsiveness, cost efficiency, and cross-departmental transparency.

IT Manager at Abrasive Technology (2023-01 – 2025-01)

• Directed the planning and execution of departmental technology modernization initiatives and aligned project priorities with organizational growth objectives while ensuring solutions improved scalability, reliability, and long-term operational sustainability.
• Orchestrated targeted optimization efforts across internal tools and workflows to strengthen service delivery consistency and reducing friction points within daily IT operations.
• Architected and administered a centralized SharePoint intranet environment that consolidated documentation, knowledge assets, and collaboration pathways to enhance transparency across the IT function.
• Engineered and deployed a new interdepartmental ticketing framework designed to standardize request intake, improve accountability, and produce trackable performance metrics for leadership review.
• Coached team members on structured queue governance procedures and reporting expectations while reinforcing disciplined workload prioritization and consistent service responsiveness.
• Implemented collaborative knowledge-sharing solutions, including a comprehensive Microsoft Notebook repository and specialized Teams sub-channels integrated directly with SharePoint resources to streamline communication and resource access.
• Contributed to the enterprise-wide implementation of a Microsoft Dynamics ERP instance and partnered with stakeholders to support alignment between IT service delivery and broader business system integration.
• Reduced departmental technology spend by more than $100,000 annually through focused evaluation of tools, licensing, and operational efficiencies.

Sr. IT Project Manager – Non-Clinical Services at Radiology Partners (2022-01 – 2023-01)

• Led the delivery of technology-focused initiatives for both individual clinics and corporate entities and coordinated full project lifecycles from requirements gathering through deployment to support non-clinical service operations.
• Streamlined departmental tools and procedural workflow by introducing refinements that improved repeatability and operational cohesion across geographically dispersed teams.
• Developed and maintained SharePoint environments tailored to departmental needs to enable structured content management and more efficient knowledge distribution.
• Constructed Power BI dashboards and automated reporting mechanisms that translated operational data into accessible insights for management decision-making.
• Guided staff on queue management standards and reporting practices to ensure consistent visibility into support volumes and service performance.
• Established shared collaboration frameworks using Microsoft Notebook repositories and purpose-built Teams channels with a focus on enhancing cross-team coordination and reducing information silos.
• Delivered automated reporting and dashboard solutions that improved leadership oversight of departmental performance and project progress.

IT Program Manager at Support Services Group (2021-01 – 2021-12)

• Assumed leadership oversight of the IT department's project portfolio and applied a hybrid Kanban and waterfall methodology to coordinate multiple concurrent programs and sustain on-time, under-budget delivery expectations.
• Balanced individual workloads against available technical resources and redistributed responsibilities as needed to maintain efficiency and prevent delivery bottlenecks.
• Compiled and synthesized performance metrics, operational updates, and project data into comprehensive weekly executive reports that supported informed decision-making.
• Facilitated governance structures by organizing project meetings and introducing additional stand-ups when necessary to address emerging risks or timeline constraints.
• Sustained reliable completion of complex IT initiatives on schedule and within budget parameters through disciplined program oversight and resource balancing.

Global IT EUC Director at Support Services Group (2019-01 – 2019-12)

• Enabled company expansion and acquisition initiatives across The Philippines, Budapest, Malaysia, Canada, Mexico, Costa Rica, Jamaica, and the United States by scaling the End User Computing support organization to meet global demand.
• Defined and reinforced corporate technology vision, values, and operational objectives to create a unified strategy guiding EUC service delivery across international locations.
• Directed cross-functional and interdepartmental project efforts and liaised with diverse stakeholders to ensure all milestone requirements were satisfied within defined timelines.
• Mentored and supervised more than 20 IT team members and provided technical guidance and leadership support that elevated team capability and consistency of service.
• Built and expanded a global EUC support structure capable of sustaining multi-region operations during rapid organizational growth and acquisitions.

Global EUC Manager at Support Services Group (2018-01 – 2018-12)

• Managed a globally distributed help desk team of more than 10 representatives located across Budapest, Canada, the Dominican Republic, and the United States while navigating time zone, cultural, and communication differences to maintain cohesive support coverage.
• Diagnosed operational inefficiencies within existing workflows and implemented structured process improvements that increased overall efficiency and productivity by 20 percent.
• Conducted continuous research and analysis on emerging technologies to inform modernization opportunities and maintain relevance within a rapidly evolving IT landscape.
• Established and formalized company service level agreements defining response expectations ranging from 30 minutes to 24 hours based on issue severity and complexity.
• Developed and maintained SharePoint environments tailored to departmental needs to enable structured content management and more efficient knowledge distribution.
• Constructed Power BI dashboards and automated reporting mechanisms that translated operational data into accessible insights for management decision-making.
• Guided staff on queue management standards and reporting practices to ensure consistent visibility into support volumes and service performance.
• Established shared collaboration frameworks using Microsoft Notebook repositories and purpose-built Teams channels with a focus on enhancing cross-team coordination and reducing information silos.
• Delivered automated reporting and dashboard solutions that improved leadership oversight of departmental performance and project progress.

Tier 2 IT Support Representative at Invenio Solutions (Acquired by Support Services Group) (2012-01 – 2018-12)

• Facilitated comprehensive client onboarding activities, including hardware repair coordination and software troubleshooting, to ensure systems remained fully functional and aligned with operational needs.
• Evaluated recurring operational challenges and introduced new technologies that improved productivity while strengthening long-term system reliability.
• Delivered structured technical training for new hires and transferred practical troubleshooting expertise and procedural knowledge to accelerate onboarding effectiveness.
• Provided sustained technical support coverage for primary out-of-state offices supporting more than 500 representatives while operating within a lean three-person IT support structure throughout the tenure.
• Maintained reliable enterprise support for more than 500 representatives with only three IT support staff.

Tier 2 Game Master at Blizzard Entertainment (2009-01 – 2012-12)

• Delivered real-time in-game support services, conducting account investigations, suspension reviews, administrative account actions, and detailed log analysis to uphold platform integrity.
• Navigated high-volume escalations involving more than 40 weekly complaints from distressed or irate users and applied advanced conflict resolution and de-escalation techniques to reach appropriate outcomes.
• Ranked among the top CSAT performers company-wide across multiple quarters.

Theatre Performance/Choir/Education – St. Edward's University