1. Andrew Grigg
Peoria, AZ 85383 (c)602-791-2600 (E-mail) andybgrigg@gmail.com
INFORMATION TECHNOLOGY ~ MANAGER ~ ARCHITECT ~ ENGINEER
PROFESSIONAL SUMMARY
IT service management professional and a software architect with a background in software
engineering. Over 19 years of IT experience on large corporate accounts. Proven leadership
skills with incident, change, root cause analysis and escalation management in complex system
environments. Self-directed with superior problem solving skills. Exceptional interpersonal and
communications skills. Passion for customer service.
AREAS OF EXPERTISE
 Service Management  Incident Management Change
 Escalation Management
 Problem Management
 Change Management
 Business Capability Reporting
 High Level Problem Solving
 Customer/Client Relations
 Business Analyst
 Knowledge of Microsoft Office
 Root Cause Analysis
 Call Center Support
 Portfolio Management
 Metrics Reporting
 ServiceNow / ManageNow  Lotus Notes support
 Networking
 Windows / Linux Server
 AIX 5.3
 Domino Server support
 Exchange Server
 Outlook Client
 Storage and Backups  Anti-virus and Malware support
 Remote/Telecommute & Travel Capability  Communications
PROFESSIONAL DEVELOPMENT & CERTIFICATIONS
 Business Associate Degree, Computer Information Systems, Glendale Community College, Glendale
AZ.

2.  Service Management Training. 2014
 Problem Management Training. 2014
 Change Management Training. 2014
PROFESSIONAL EXPERIENCE
Incident / Problem / Relationship Manager – American Express Account
IBM Global Technology Services, Phoenix , Arizona 2012 - 2015
Responsible for managing 30 portfolios worldwide. Provided escalation and assistance for
technical support teams. Managed critical issues from beginning to end. Established relationships
with multiple business units and vendor partners. Provided business capability reports weekly.
Reviewed all changes that would impact global applications. Communicating on a high level to ensure
business concurrence. Maintained global portfolios with updates and additions. Leading restoration and
communicating updates to business leaders and stakeholders. Lead management meetings.
Collaborated closely with technical teams to ensure successful changes or new applications.
• Resolved missed service level agreements thru root cause analysis and technical guidance.
• Developed new impact submission algorithm for time zone reporting.
• Performed above and beyond expectations resulting in receiving “Exceeded” on annual performance
reviews.
Domino Architect – InfoPrint Solutions Company Account
IBM Global Technology Services, Phoenix , Arizona 2008 - 2012
Responsible for the design and implementation plan for new Domino email, web and instant messaging
environment. Moved all users and data to new servers. Served as lead engineer for lotus notes desktop
support. Acted as primary liaison for project initiatives and deliverables.
• Received “Eminence and Excellent Award in 2011”; award is only given to top 5 performers in IBM
GTS Department.
• Users were uninterrupted in service during new systems build out.
• Met all service level agreements for desktop support.
• Delivered all projects on-time.

3. • Key stakeholder in transition efforts prior to internal support takeover.
Domino Architect Team Lead – American Express and Ameriprise Account
IBM Global Technology Services, Phoenix , Arizona 2002 - 2008
Operations lead driving implementation and supporting operations 24x7. Supported Lotus Notes email
system to over 60,000 users. Served as lead test engineer for Zarchive email archiving systems.
Supported Zarchive issues. Assigned as single point of contact for all desktop and server related
issues.
• Implemented twelve different versions of Zarchive to comply with requirements and compatibility.
• Work closely with corporate attorneys to ensure compliance with audits.
Software Engineer – Email and collaboration services
American Express International, Phoenix , Arizona 1996 - 2002
Delivered Lotus Notes client support by completing daily ticket updates and resolutions. Installed Lotus
Notes Clients. Maintained Domino Servers upgrades along with OS upgrades and patches. Global
support and onsite installations of Domino servers. Provided 24x7 support for Domino Servers.
• Met all service level agreements for Lotus Notes email support.
• Successfully upgraded servers.
• Created policies and procedures for Domino server builds.
• Created automated server installation cd builds and process.
• Facilitated Disaster Recovery project for 9/11
o Developed strategy for disaster recovery for Lotus Notes E-mail Systems, resulting in
successful implementation and zero impact to operations in New York.
o Built a new server environment, working in sync with key resources.
o Performed restoration activities until business as usual was confirmed.
 EXCELLENT PROFESSIONAL REFERENCES AVAILABLE UPON REQUEST!