This document is a resume for Shirley Grimm summarizing her experience and qualifications. She has over 10 years of experience in IT support roles, including her current role as an IT Support Analyst at Vertex Pharmaceuticals where she is responsible for desktop support, asset management, and various other technical tasks. Prior to this, she held roles such as Technical Support Analyst, Work Flow Analyst, and Production Control Analyst at other companies, demonstrating a track record of experience in IT support.

1. SHIRLEY GRIMM
Grimmrunner362@gmail.com
Cell#858-761-5647
https://www.linkedin.com/in/shirleygrimm
1 | P a g e
SUMMARY:
With over 10 years of accomplished work experience. I am a results oriented, high energy IT
professional, with a commitment to maintaining cutting edge technical skills while keeping up-to-
date industry knowledge.
EXPERIENCE:
04/14 to VERTEX PHARMACEUTICALS INCORPORATED
Present IT Support Analyst
 Solely responsible for providing desktop support for Window environment, equipment setup, asset
collections and management.
 Cut cost by re- imaging desktop, MacBook Pro and Lenovo product.
 Ability to produce work faster or with less resources by directly diagnose and fix variety of issues of IT
related issues.
 More efficient or better able to understand customer needs, saving my employer additional effort (such
as hiring outside vendors for technical problems).
 Assisted with the development of current and future instruments as it pertain to interfacing these to
external system.
 AssistedProvided guidance with users and vendors directly for initial interface set up, and provides
support to lab users to maintain and trouble-shoot interface.
 Microsoft Exchange support including creating user email groups, permission folders, sub directories ,
user access and new employee onboarding.
 Active Directory provisioning including user rights, group set-up, password resets, new hires set-up and
name changes
 Windows 7 provisioning and imaging including new computer platform set up for deployment, upgrading
application versions, Cisco VPN Set up, and specific application set up for user specific departments .

02/14 to MODISUPSLPL FINANCIAL
01/13 Technical Support/Analyst
 Achieved completion of Migration/Upgrade OS Window XP to Window 7. a minimum. Provides
customer support for the installation, implementation and configuration of internal software products.
 Supported on data, network security problems. Implemented documentationknowledgebase for the
project.
 Supported and performed troubleshooting procedures and solve technical problems on computer
hardware equipment, software, computer devices, components, network devices, port, firewall and
network connectivity.
 Researched and resolved technical problems, escalate unresolved issues to senior IT Staff.
 Tracked and monitored problems to ensure a timely resolution and maintain updated help desk problem
tracking resolution description.
 Maintained accurate logs of all interaction and status of pending issues in support database
 Assisted in new hire setups and training of end users and instruction documentation.
 Provided exemplary customer service to affiliated entities and customers.
 Served as an escalation point for production issues
02/01 to SAIC (SCIENCE APPLICATIONS INTERNATIONAL CORPORATION)
02/12 Work Flow Analyst (11/07 to 02/12)

2. SHIRLEY GRIMM
Grimmrunner362@gmail.com
Cell#858-761-5647
https://www.linkedin.com/in/shirleygrimm
2 | P a g e
 Supported of a multi-year IT outsourcing contract. Worked on special project with ITSM to support best
practice in compliance of Sox. Measured Communication effectiveness, which involves customer
feedback, gauging customer satisfaction and risk analysis.
 Analyzed/Tracked incoming changes through ITSC heat ticketing system, reports and audit in support
of services related to PC desktop hardware and software, data networks (LAN), audio, video and
telephone systems in order to manage and coordinate the flow of service requests.
 Avaya ticket request to install, move, add, change, disconnect or repair.
 Identify reoccurring issues/trends recommend solution or permanent fix.
 Performed computer-related tasks support involving database creation and management tracking
confidential information.
 Coordinating and updating IT assets in Remedy System and Data Management.
 Support and coordinate with other department and Cross Functional procedures, documentation,
customer issues in areas.
 Managed the Change Request Workflow.
 Analyzed root cause analysis, daily service review, process and procedures manuals, IT catalog,
account set-up, account issues (email, network, software, hardware) and asset management.
 Service desk software applications such as Ca Unicenter Service Desk (USD), Remedy and Microsoft
application.
 Responsible for all incoming call, creating and retrieving service request and repair tickets, reviewing
and analyzing content, collecting missing information, confirming requirements with customer,
gathering all needed documentation, and assembling a package for submission to the appropriate
support staff
 Responsible for monitoring the progress of the tickets from inception to resolution, providing
coordination, status, escalation and updating of interested parties.
Production Control Analyst (10/02 to 11/07)
 Managed a high-volume workload within a deadline-driven environment which includes migrations of
jobs from one platform to another
 In charge of handling incoming calls from developers, responding to inquiries, resolving problems and
correcting procedure errors.
 Collaborated with developers for restart/recovery instructions of job amends.
 Monitored and resolved issues pertaining to production batch schedules.
 Accurately researched abends and escalate issues according to escalation procedure to avoid delays
in meeting deadlines or on-line availability requirements
 Demonstrated problem-solving and analytical abilities to recognize potential problems and resolve
issues or to communicate higher level problems to supervisor, to evaluate and suggest solutions and
recommendations, and to develop and initiate a plan to complete job efficiently and effectively
 Resolved issues related to IT Support (i.e. Basic network support, PC troubleshooting, application
errors, and other anomalies that may develop). Participated in new application, testing, documentation
of procedures and special Projects as needed
Computer Specialist (02/01 to 10/02)
 Operated and monitored system consoles, served as the initial point of contact for resolution of
desktop/workgroup-related problems in a large user environment
 Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows NT,
Windows 2000 Professional, MS Office, e-mail, Internet connections, and hardware/peripherals.
 Supported end users for PC, server or mainframe applications and hardware
 Interacted with the network group and developers to restore service/reboots and/or identify core
problems.
 Responsible for performing daily network infrastructure backups using DAT and DLT tape storage
systems.

3. SHIRLEY GRIMM
Grimmrunner362@gmail.com
Cell#858-761-5647
https://www.linkedin.com/in/shirleygrimm
3 | P a g e
EDUCATION:
National University. 01/02
Bachelor of Science: Information Technology
Minor in Business Administration
Southwestern College. 05/90
Associate of Science major: Computer Information System
Graduated with Honors
Member of Phi Beta Kappa
PROFESSIONAL DEVELOPMENT:
New Horizon-
Interconnecting Cisco Networking Devices Part 1 (ICND1) v1.1
CompTIA Security+ Class, 2011 Objectives (Axzo Press)-June- 2012
TECHNICAL SKILLS:
Systems: Mainframe, UNIX, OpenVMS, VAX, Windows 9X/NT/2000/XP/7, MacBookPro
Languages: Visual Basic, SQL, HTML, Java
Applications: Scientific Software(ChemBioOffice, Prism, Mestrenova_NMR,JAVA, ScienceFinder,
VectorNTI), Antivirus and Spyware, Tivoli, SQL, Citrix, Active Directory, Citrix,
MSExchange-Management Console, MS Office Suite (Excel, PowerPoint, Word),
Outlook2010, 2013, Lync2010, SkypeforBussiness, Adobe, HTML, WordPress Blogs,
QuickBooks, Lotus-Notes, Computers, , Network Analyzers, Archival software, SharePoint,
and Remedy, VHD, ServiceNow, Avaya Desk phone voice over IP, Analog, Digital phone,
ITSM (IT service management), Documentum, Ca Unicenter Service Desk
(USD),ShoreTel VOIP, Iphone, Android, Maas360, and tablets.