Dana Kraemer
Big Lake,MN
Summary
Change management professional with proven track record in driving successful transformations. Known for leveraging analytical skills and strategic thinking to facilitate seamless transitions. Reliable team player focused on achieving collective goals and adapting to evolving challenges.
Overview
18
18
years of professional experience
Work History
Senior IT Processing Engineer
Digital River Inc.
Minnetonka, MN
04.2017 - 09.2023
- Led comprehensive Change Management initiatives across the organization.
- Implemented organization transition, change readiness, capability transfer, and end-user training within ITIL framework.
- Assessed change requests for potential impacts before acceptance or rejection.
- Led preparation, organization, and leadership of Change Advisory Board sessions.
- Interacted effectively across various organizational tiers, encompassing C-Level leaders.
- Conducted in-depth assessments to support audit processes.
- Visited international office locations to collaborate with contractors to guarantee training and compliance.
Technical Center Team Lead
Digital River Inc.
Minnetonka, MN
06.2014 - 04.2017
- Led 24/7 support team ensuring continuous monitoring and triage of reported issues within organization.
- Oversaw incident handling with focus on assessing impact and determining priority tasks.
- Ensured timely communication to clients and stakeholders, adhering to strict SLAs.
- Visited international office locations to collaborate with contractors to guarantee training and compliance.
Operations Center New Hire Development Trainer
Virtual Radiologic Consultants
Minnetonka, MN
08.2006 - 06.2008
- Directed comprehensive training sessions for all personnel within the Operation Center.
- Developed and implemented a 4-week training course including creation of training manuals and documents.
- Updated JACHO and HIPPA manuals regularly.
Home Delivery Team Lead
Select Comfort
Plymouth, MN
02.2006 - 06.2008
- Supervised a team of scheduling representatives responsible for call management.
- Managed installation technician interactions to guarantee superior service delivery nationwide.
- Addressed complex issues to maintain customer loyalty.
- Partnered with HR to fulfill all personnel development needs.
- Analyzed and reported current statistical information for teams and individuals.
- Developed performance objectives utilizing forecast reports.
Education
Associate Of Applied Business - Business Administration And Management
Brown College
Minneapolis, MN05.2001
Skills
- IT Governance
- IT Project and Program Management
- ITIL Process and Implementation
- IT Compliance
- PCI/SOC Compliance
- Process Improvement
- IT System Life-Cycle Management
- Service-Now
- ITSM
- Ability to Adapt to Change
- Stakeholder Management
- Multitasking
- Detail Orientated
Training
- ITIL Foundation Training Courses
- Networking and Cyber Security Courses
- Six Sigma Lean Courses
- Diversity and Inclusion Training
Timeline
Senior IT Processing Engineer
Digital River Inc.
04.2017 - 09.2023
Technical Center Team Lead
Digital River Inc.
06.2014 - 04.2017
Operations Center New Hire Development Trainer
Virtual Radiologic Consultants
08.2006 - 06.2008
Home Delivery Team Lead
Select Comfort
02.2006 - 06.2008
Associate Of Applied Business - Business Administration And Management
Brown College