SANDRA J.

GROSSI

3714 Oakleaf Road Pittsburgh Pennsylvania 15146

412-535-3033 Sandee.grossi@bayer.com

Q UA L I F I C AT I O N P RO F I L E

P RO F E S S I O N A L E X P E R I E NC E

Experienced professional with an

array of skills developed and refined
through multifaceted roles within the
technology industry. Passion for
leading the way of service excellence.
Able to adjust to any role comfortably.
Proven quick learner. Demonstrated
ability to lead teams through difficult
times of change, with an unwavering
commitment to success. Insightful
and innovative problem solver.

AREAS OF EXPERTISE
TEAM EMPOWERMENT | PROCESS
IMPROVEMENT | CROSS
FUNCTIONAL TEAM DEVELOPMENT
| QUALITY CONTROL | TRAINING
DOCUMENTATION |
COMMUNICATION

CAREER HIGHLIGHTS

STI Knowledge Certified

Coached coworkers to success in

professional and personal life

Completed 7 Habits of Highly

Effective People

Streamlined processes for the

entire company

Developed user satisfaction

processes to increase overall user

TECHNICAL MARKETING SPECIALIST WORKPLACE SERVICES

BAYER PITTSBURGH, PA

June 2011- Current

Act as Provider Operation for the ServiceDesk for the external supplier.
Oversee SLA attainment; define Bayer processes for supplier use and
adherence.
Lead Design and implementation of NA Survey Management process to
improve customer satisfaction and encourage feedback to generate
improvement opportunities. Successfully implemented over 20+
improvement ideas solely based on customer input.
Manage escalations for all 4 Business Groups and 3rd party provider to
achieve issue resolution leading to improved customer satisfaction.
Key player in support of Bayer NA ServiceDesk transition of 3rd party
provider. Ensured detailed understanding and process documentation
relayed to new provider maintaining a 4.6 (0f 5.0) Customer Satisfaction
rating throughout the transition.
Actively seeks process improvement opportunities across all IAO support
teams to enhance customer satisfaction and minimize customer downtime,
working across all levels of the organization.
Act s as regional (US & Canada) Subject Matter Expert for the ServiceDesk in
relation to the Request for Service process.
Career Contributions:
Lead Clarity Reduction project to increase efficiency and reduce cost steering
the team to create KPIs. Introduced Lean Management System to insure
continuous improvement and continue to measure our successes.
Initiated activities to standardize Merger and Acquisition tasks with
Workplace Services. Presented to management and expanded across all IOA
and support functions to derive template for consistent execution for all
Merger and Acquisition activities.
Integrated Medrad, Merck and Conceptus acquisitions into the ServiceDesk
to provide 1st line support for new Bayer end users
SERVICE DESK TEAM LEAD
BAYER PITTSBURGH, PA

Jan 2008 -June 2011

Coaching of employees both positive and corrective action.

Continuous improvement initiatives deployed to better the Service Desk as a
whole
Created training processes and documentation while focusing on the most
efficient process.
Interdepartmental coordination of training documentation into the
knowledge base utilized.
Career Contributions:
Developed and documented procedures for maintaining Service Level
Agreements while testing and deploying new software/hardware

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SANDRA J.
GROSSI

3714 Oakleaf Road Pittsburgh Pennsylvania 15146

412-535-3033 Sandee.grossi@bayer.com

Refined and streamlined call flow structure for inbound and outbound calls
for users and groups across Bayer footprint.

satisfaction

TEAM COORDINATOR/ANALYST/SME
BAYER PITTSBURGH, PA
P RO F I C I E N T I N

MICROSOFT OFFICE SUITE

SHAREPOINT
OUTLOOK
LYNC
SAP
CRYSTAL
AS400
OS 370/158
LOTUS NOTES
SDMS
HPSM
PEREGRINE

E D U C AT I O N
CompuMasters
University of Phoenix
School of Computer Technology

JAN 2000- JAN 2008

Involved in all aspects of the Information Technology Systems at Bayer

Corporation Focused on providing automation for future reporting needs
Supervision of nine level one ServiceDesk analysts.
Provided end-user support for all aspects of IT, excellent customer service
skills working with internal IT departments and outside vendors to provide
resolutions for technical issues regarding day to day business operation.
Career Contributions:
Developed a standard for daily reporting responsibilities
Created and edited process flows in the knowledge base
PRODUCTION SUPPORT ANALYST
BAYER PITTSBURGH, PA

MAR 1990-JAN 2000

Operations Support, Critical thinking (for problem resolution), and

Coordinate all Restart/Recovery Procedures involving batch abends and
hardware failures.
Assist in Training of all new Production Schedulers
Assisted in the consolidation of the Wilmington Data Center included
spending six (6) months in Wilmington
Career Contributions:
In-depth documentation of problems and resolutions for production abends
Became subject matter expert in JCL, MVS, TPX,
TSO/ISPF, VPS,
UCC7/CA11, Netview, Netman, VPSDRS and $avers
ADMINISTRATIVE ASSISTANT
BAYER PITTSBURGH, PA

MAY 1989-MAR 1990

Support the ISD Division including correspondences, reports, presentations

and graphs. Processing of expense reports and disbursements and inventory
maintenance of departmental supplies,

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