Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Matthew M. Grant

Summary

Strategic-thinking individual experienced in turning low-performing organizations into top revenue producers. Offering engaging and pleasant personality with expertise improving customer relationships. Dynamic Director oversees every facet of production with strong project management and decision-making skills. Brings comprehensive knowledge of [Type] production writing, planning and technical operations. Skilled at coordinating production plans and personnel resources to complete work under tight deadlines. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Insightful Information Technology Manager with 25 years of IT leadership experience including oversight of infrastructure, application support and security services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations. Highly adept in request for proposal development, technology needs assessments and staff training. Seasoned Service Manager bringing 25 years of Information Technology experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic.

Overview

42
42
years of professional experience

Work History

IT Operations Director, Deputy CIO

Arizona Department of Child Safety
05.2020 - Current
  • Responsible for the day to day IT Operations including Infrastructure - manage multiple Teams including the Server Operations, Networking, Active Directory
  • Application Development - manage multiple Teams including Application Support, Enterprise Architecture, and Quality Assurance
  • Operations - End User Services (Help Desk & Desktop Support Teams), IT Security, and the Project Management Office (PMO)
  • Staff have responsibilities to manage projects and support a wide variety of enterprise application including OnBase, InRule, and ESRI
  • Azure, Azure components such as Logic Apps, Key Vault, Azure Blob, Azure SQL, and Azure Data Factory (ADF), Microsoft Dynamics CE, OnBase, CheckPoint, and DocuSign hosted applications, Active Directory Administration inducing DHCP, DNS, GPOs, ManageEngine ADManage, ADAudit, ServiceDesk Plus, Endpoint Central, OpManager, AppManager, O365 Manager, Password Manager, ADSelfService software, O365, and InTune
  • Manager new IT Vendor Contract Management functional area for IT vendors
  • Responsible for staffing plan, IT Strategic Plan, compliance with IT Security including NIST 800-53 R5, MARS-E, HIPAA, Pub 1075
  • Worked closely with organizational leadership and board of directors to guide operational strategy.
  • Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
  • Monitored office workflow and administrative processes to keep operations running smoothly.
  • Managed daily operations while overseeing multiple locations to foster increased productivity.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
  • Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and offer available solutions.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Developed department processes and procedures to boost customer satisfaction.
  • Monitored service staff performance and provided feedback for improvement.

Service Delivery Manager

Arizona Department Of Child Safety
01.2018 - 05.2020
  • Oversee implementation of Guardian including Microsoft Dynamics CE, OnBase, DocuSign, InRule, and ESRI hosted applications
  • More than 18 interfaces with external Agencies as well as internal applications
  • Azure components such as Logic Apps, Key Vault, Azure Blob, Azure SQL, and Azure Data Factory (ADF)
  • Deliver using best practices for enterprise architecture functions such as Security, Performance, Development Process, and Application Governance
  • Escalation point for Team members to resolve issues
  • Manage Development, Quality Assurance, and Data Teams with responsibilities through the Guardian project
  • Manager vendor relationship for critical vendors in the Guardian project
  • Work closely with Guardian Specialist and Business Administrations throughout DCS to provide the needed support for their needed business processes
  • Current State of Arizona Department of Public Safety Fingerprint Clearance Card.
  • Attended staff and client meetings and served as liaison to manage operations for account.
  • Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
  • Coordinated and led internal and external site team meetings.
  • Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
  • Facilitated completion of deliveries and verified documentation.
  • Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
  • Maintained proper staffing levels to guarantee timely and accurate deliveries.
  • Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
  • Managed third-party contracts to drive delivery of required services.
  • Supervised operations of 24-hour customer service desk staffed by 23 team members.
  • Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
  • Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
  • Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.

IT Operations Manager

Arizona Department Of Child Safety
11.2015 - 01.2018
  • Responsible for the day to day operations of the Operations Infrastructure, manage multiple Teams including the Networking, Active Directory, Enterprise Application Support, Intel Security (formerly McAfee) ePO Administration, Server Operations, Enterprise OnBase as well as the ManageEngine Suit applications teams
  • Staff have responsibilities to manage and support a wide variety of Enterprise application including Citrix Administration, McAfee (Intel Security) ePO Administration, Enterprise VirusScan and Data Loss Prevention (DLP), Active Directory Administration inducing DHCP, DNS, GPOs, ManageEngine ADManage, ADAudit, ServiceDesk Plus, Desktop Central, OpManager, AppManager, O365 Manager, Password Manager, ADSelfService software, O365, Azure, Microsoft Dynamics and Mobile Device Management
  • Manage multiple enterprise projects including separation of DES/DCS Domains and Networks, replacement of Citrix with a hosted VDI solution, implementation of Enterprise OnBase, implementation of ManageEngine application suite (ADManager Plus, ADAudit Plus, ADSelfService Plus, O365 Manager, ServiceDesk Plus, OpManager, AppManager, Desktop Central, Password Manager and Mobile Device Management), Desktop Central deployment for patching server, desktop and laptops, implementation and deployment of RSA system, QuickBook Server, Network (new for entire DCS Agency), ADOA Security Compliance
  • Oversee enterprise servers' monthly patching, software updates and documentation "run book" creation and updates as needed
  • Provide third level support for enterprise infrastructure and COTS applications including Active Directory, ManageEngine Suite, Network, and Mobile Device Management
  • Work closely with multiple Divisions and Administrations throughout DCS to provide the needed support or application for their needed business processes.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Excellent communication skills, both verbal and written.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
  • Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
  • Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
  • Coordinated IT operations activities to deliver smooth flow of daily business needs.
  • Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
  • Oversaw IT department operations and training.
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Resolved customer complaints in professional and timely manner.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Monitored service staff performance and provided feedback for improvement.

Enterprise Software Services Manager

Arizona Department Of Economic Security
07.2013 - 11.2015
  • Responsible for the day to day operations of the Enterprise Software Services Unit, manage multiple Teams including the Citrix, Active Directory, System Center, Intel Security (formerly McAfee) ePO Administration, Enterprise OnBase as well as the CA Application Suit Administration teams
  • Have responsibilities to manage and support a wide variety of Enterprise application including Citrix Administration, McAfee (Intel Security) ePO Administration including Encryption, Enterprise VirusScan and Data Loss Prevention (DLP), Active Directory Administration inducing DHCP, DNS, GPOs, ADManage software portfolio, System Center Administration including SCCM (Configuration Manager), SCOM (Operations Manager), Orchestrator, Service Manager and DPM (Data Protection Manager) and the CA product portfolio including CA Service Desk Manager, CA IT Client Management (ITCM), CA eHealth, CA Spectrum Infrastructure Manager, CA Service Operations Insight, CA Application Performance Management and CA Clarity on Premise
  • Manage multiple enterprise projects including upgrade/redesign of Citrix, upgrade Enterprise OnBase, re-implementation of ManageEngine application suite (ADManager Plus, ADAudit Plus and ADSelfService Plus), System Center deployment for patching server, imaging desktop and laptops, re-implementation and deployment of Intel Security ePO system
  • Enterprise OnBase System Administration duties include but are not limited to develop, design and deploy new systems, creating new role groups and permissions within the OnBase configuration; database administration; installing scanning and document retrieval software at workstations, and providing first-level operational software support and second-level operational hardware support; creating new document groups and types; and acting as the liaison between the agency and the OnBase software vendor and manufacturer
  • Responsible for the on-going development and support of the Document Management (DM) scanning application and creating new document WorkFlows, DM reports, and SQL queries; Collaborative Content Management (CCM) functionalities; and for further developing the Transactional Content Management (TCM) modules
  • Oversee approximately 380 enterprise servers' monthly patching, software updates and documentation "run book" creation and updates as needed
  • Provide second and third level support for enterprise infrastructure and COTS applications including Active Directory, System Center, OnBase Intel Security Application Suite, CA Product Suite and Citrix
  • Work closely with multiple Divisions and Administrations throughout DES to provide the needed support or application for their needed business processes.
  • Resolved customer complaints in professional and timely manner.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Met with customers to discuss service needs and offer available solutions.
  • Monitored service staff performance and provided feedback for improvement.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Maintained records of service transactions and customer feedback for future reference.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Developed department processes and procedures to boost customer satisfaction.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Enterprise Content Management Administrator

Arizona Department Of Transportation
09.2012 - 07.2013
  • OnBase System Administration duties include but are not limited to creating new role groups and permissions within the OnBase configuration; database administration; installing scanning and document retrieval software at workstations, and providing first-level operational software support and second-level operational hardware support; creating new document groups and types; and acting as the liaison between the agency and the OnBase software vendor and manufacturer
  • This position will also be responsible for the on-going development and support of the Document Management (DM) scanning application and creating new document workflows, DM reports, and SQL queries; Collaborative Content Management (CCM) functionalities; and for further developing the Transactional Content Management (TCM) modules.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Maintained flexible schedule and responded to after-hours and weekend emergencies.
  • Worked with users to determine areas of technology in need of improved usability.
  • Maintained document control system and updated work instructions, procedures and associated databases.
  • Monitored and created control reporting to track performance of system and process integrity, vendors, internal workflows and SLAs.
  • Managed regulatory requirements and audit support needs by completing and submitting accurate paperwork.
  • Identified areas of weakness and recommended or implemented process improvements.
  • Completed transmittal logs and stored in files for specified durations.
  • Collaborated across departments and levels of management to gain consensus on procedural documentation.
  • Established, improved and reinforced document management systems to handle current and expected requirements.

Network Manager

Arizona Department Of Economic Security
03.2006 - 09.2012
  • Manage LAN and Security Staff, evaluate employee performance, approve/deny leave and training, and ensure accurate completion of time sheets
  • Requires knowledge of managerial and personnel practices, negotiation techniques, monitoring, quality control review and evaluation methods, principles of employee training and methods and principles of learning, training of IT techniques, problem solving and resolution skills, and establish and maintain effective working relationships
  • Facilitate workgroups, project development, skill in interpersonal and time management, short and long-term automation improvements, analyzing data, identify areas needing improvement, and monitoring techniques to obtain a successful outcome
  • Perform security audits in accordance with DES policies and procedures, requiring knowledge of programs within DES, security administration
  • Planning and project work plan development, logical thinking to work with a diverse group of individuals within the Agency
  • Monitoring skills for implementation and successful completion of projects
  • Complete assigned tasks in accordance with established schedules, negotiation and problem resolution skills; knowledge of system analysis, design, limits and uses of programming for particular applications, computer hardware, software, network operating systems, and equipment capabilities
  • Process all required paperwork to gain access to DES/DESS application and networks for both internal and external users requiring knowledge of organizations mission, goals, policies and processes, business needs within each division, computer software systems, and ability to evaluate user needs
  • Train external users on DES security requirements requiring knowledge of training requirements, basic principles of employee training methods and principles of learning, verbal and written communication skills, ability to set own agenda, effective writing skills requiring use of proper grammar and spelling, and ability to communicate technical information in simple written and oral instructions to technical and non-technical staff
  • Train Foster Home Licensing Agencies on Security requirements of the new Division of Employee Services and Support (DESS) Quick Connect application requiring knowledge of computer software systems.
  • Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
  • Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
  • Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
  • Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
  • Coordinated IT operations activities to deliver smooth flow of daily business needs.
  • Oversaw IT department operations and training.
  • Built, repaired and installed computer-related hardware based on deployment procedures.
  • Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
  • Demonstrated familiarity with latest hardware, software and networking technology.
  • Customized and repaired technology based on staff requests.
  • Updated customers and senior leaders on progress and roadblocks.
  • Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
  • Supported implementation of warehouse management system software applications to enable centralized management of tasks.
  • Worked closely with vendors and technology partners on integrations, infrastructure and enterprise solutions.
  • Resolved workflow issues to optimize team productivity and improve delivery times.
  • Supervised multi-functional teams of technology professionals, coders and support experts.
  • Oversaw quality assurance testing on new installations.
  • Assigned tasks to IT personnel and junior module staff, delegating work orders based on individual employee proficiencies.

Information Technology Manager

Arizona Department Of Economic Security
04.1998 - 01.2006
  • Establish and manage enterprise-wide information technology department requiring knowledge of programs and business needs within each Division; project development; computer hardware and software systems, network operating systems and capabilities
  • Ability to analyze data and interpret reports
  • Read and implement established specifications and make decisions of system structure and types of technology processing systems
  • Assess and tune system performance (crashes, aborts, delayed response time, etc
  • To determine if hardware or software related), execute system tests, develop work plans, establish schedules and priorities, work independently and with groups, and adapt to changing environments, and new technologies
  • Skill in interpersonal and time management skills, problem solving and resolution skills, and effective written and oral communication skills
  • Oversee company-wide efforts to identify and evaluate all critical systems requiring knowledge of system analysis, design, communication protocol, equipment capabilities, limits and uses of programming; system analysis and design techniques, testing methodology and business functionality, applicable program languages, applicable IT discipline, conduct high-level fault analysis, and participate in logical hierarchical and relational database design, development, modifications, and concepts
  • Oversee or work with Division on development of IT systems to assist clients and staff with programmatic applications and system enhancement
  • Design and implement security processes and procedures on all recommended strategies requiring knowledge of programs within DES, security administration, project work plan development, monitoring skills for implementation and successful completion of projects, completion of assigned tasks in accordance with established schedules, and make decisions on types of technology processing systems
  • Collaborate with external organization on Statewide IT initiatives requiring knowledge of computer hardware and software systems, network operating systems and capabilities, system analysis, design, protocol, and equipment capabilities
  • Develop and facilitate security-awareness training for management and employees
  • Requiring knowledge of training requirements, basic principles of employee training methods and principles of learning, verbal and written communication skills, ability to set own agenda, effective writing skills requiring use of proper grammar and spelling, and ability to communicate technical information in simple written and oral instructions to technical and non-technical staff
  • Supervise daily activities of department staff, ability to provide operational enhancement staff training, evaluate employee performance, approve/deny leave and training, and ensure accurate completion of time sheets
  • Requires knowledge of managerial and personnel practices, negotiation techniques, monitoring, quality control review and evaluation methods, principles of employee training and methods and principles of learning, training of IT techniques, problem solving and resolution skills, and establish and maintain effective working relationships
  • Facilitate workgroups, project development, skill in interpersonal and time management, short and long-term automation improvements, analyzing data, identify areas needing improvement, and monitoring techniques to obtain a successful outcome
  • Provide 24/7 technical support State wide at 9 different facilities requiring knowledge of hardware, software, network systems, and IT discipline, troubleshooting skills and resolution of system issues
  • Project Leader for implementation of corporate Financial Management Information System (FMIS)
  • Configure and support corporate Personal Computer Systems including those requiring Adaptive Technologies (AT).
  • Managed teams of contractors and full time staff by coaching, mentoring and driving efficiency.
  • Researched and recommended innovative and automated approaches to routine tasks.
  • Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
  • Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
  • Interviewed, hired and trained staff, leading performance reviews, and offering constructive feedback.
  • Guided implementation of company-wide enterprise security strategy for network and hardware, disaster recovery and endpoint protection.
  • Established cost-saving measures and alleviated compliance risk through software license audits.
  • Coordinated IT operations activities to deliver smooth flow of daily business needs.
  • Oversaw IT department operations and training.
  • Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.

Quality Assurance Engineer

First Data Corporation
04.1995 - 04.1998
  • Responsible for testing and installation/implementation of all releases of a new product developed for the banking industry
  • Develop & document Quality Assurance Program.
  • Proposed development and testing improvements to positively impact usability, function and performance.
  • Documented integration issues and vulnerabilities and outlined improvement recommendations.
  • Collaborated with developers and project managers to assess program capabilities, features and testing demands.
  • Completed pre-implementation testing for new system modifications to assess potential impacts.

Quality Assurance Manager

IPEC Planner
04.1992 - 04.1995
  • Managed staff of 34 located in 4 corporate facilities and 3 shifts
  • Responsible for the hire, training and disciplinary activities of all employees within this department
  • Dealt directly with end customer (i.e
  • Intel Ireland, Intel Israel, Motorola, NEC Japan)
  • Developed/maintained supplier quality program.
  • Performed root cause analysis to identify and resolve quality issues and defects.
  • Created and maintained quality management systems to align with industry standards.
  • Collaborated with cross-functional teams to develop and implement process and system improvements.
  • Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
  • Specified quality requirements of raw materials with suppliers.
  • Tracked quality issues with external customers, suppliers, and internal plant operations.

Quality Assurance Lead Inspector

Motorola Inc
04.1982 - 04.1992
  • Supervised 12 employees
  • Internal ISO 9000 Auditor.
  • Maintained up-to-date inspection and audit records for improved reporting and analysis.
  • Improved quality assurance procedures to minimize errors and increase effectiveness of inspections.
  • Inspected and examined materials and finished parts and products for defects and wear to verify conformance with blueprints, diagrams, and template specifications.
  • Started and observed equipment operations to automatically sort and inspect materials and products.
  • Educated staff on safety and quality improvement strategies to uplift standards.
  • Led audit and inspection schedules for staff and contractors, meeting strict deadlines.
  • Examined products for imperfections and defects.
  • Followed standard operating procedures for inspections and tests.
  • Recorded inspection and test results on data sheets.
  • Trained other workers in inspection and testing procedures.
  • Updated quality control records and reports.
  • Followed safety protocols while handling hazardous materials.
  • Operated and maintained testing equipment.
  • Sampled products to verify compliance with standards

Education

GED -

Maricopa Community Colleges - Mesa Community College
Mesa, AZ

Skills

  • Logistics Management
  • Project Management
  • Staff Development
  • Business Planning
  • Contract Negotiation
  • Contract Management
  • Operations Management
  • Staff Management
  • Issues Resolution
  • Hiring and Retention
  • Crisis Management
  • Contract and Vendor Management
  • People Management
  • Information Confidentiality
  • Team Collaboration
  • Team Development
  • Operating System Management
  • Technical Troubleshooting
  • Documentation Management
  • Change Management
  • User Support
  • Equipment Procurement
  • End Point Configurations
  • Client Relationship Management
  • Customer Engagement
  • Service Desk Oversight
  • Client Relationships
  • Project Planning
  • Incident Investigation
  • Resource Allocation
  • Workload Management
  • Performance Improvement
  • Customer Service
  • Multiple Priorities Management
  • Inventory Management
  • Policy and Procedure Enforcement
  • Performance Evaluations
  • Customer Service Management
  • Work Planning and Prioritization
  • Relationship Building
  • Coaching and Mentoring
  • Employee Relations
  • Regulatory Compliance
  • Maintenance Planning
  • Technical Support
  • Compliance Enforcement
  • KPI Monitoring
  • Workflow Management
  • Leadership Development
  • Vendor Sourcing
  • Employee Supervision
  • Time Management
  • Preventive Maintenance
  • Corporate Audits
  • Computer Skills
  • Incident Reports
  • Security Officer Development
  • Security Team Management
  • Information Governance
  • Department Management
  • Policy and Control Implementation

Additional Information

  • Held Top Secret Security Clearance.5

Timeline

IT Operations Director, Deputy CIO

Arizona Department of Child Safety
05.2020 - Current

Service Delivery Manager

Arizona Department Of Child Safety
01.2018 - 05.2020

IT Operations Manager

Arizona Department Of Child Safety
11.2015 - 01.2018

Enterprise Software Services Manager

Arizona Department Of Economic Security
07.2013 - 11.2015

Enterprise Content Management Administrator

Arizona Department Of Transportation
09.2012 - 07.2013

Network Manager

Arizona Department Of Economic Security
03.2006 - 09.2012

Information Technology Manager

Arizona Department Of Economic Security
04.1998 - 01.2006

Quality Assurance Engineer

First Data Corporation
04.1995 - 04.1998

Quality Assurance Manager

IPEC Planner
04.1992 - 04.1995

Quality Assurance Lead Inspector

Motorola Inc
04.1982 - 04.1992

GED -

Maricopa Community Colleges - Mesa Community College

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Matthew M. Grant