Erica L. Grong erica.grong@gmail.

com
http://www.linkedin.com/in/egrong 505.750.4354

AREAS OF EXPERTISE

Staff Management
Professional Services Contracts NM Notary Public /
(Strengths: Employee Development;
/ Master Lease Agreements Legal Research & Assistance
Coaching; Conflict Resolution);
Instructional Technology /
Budgeting / Bookkeeping Policy / Procedure Development
Classroom Training
Database Design / Development IT Support (level 1/2/3);
Web / Portal Application Development
Statistical Reporting PC/Mac/printers/networking

PROFESSIONAL EXPERIENCE
Volunteer Work – June 2010 to Present
Bernalillo County HR Department – Developed training agenda for Time Management course for Director of HR
New Mexico Legal Aid – Website enhancements to increase accessibility of information;

Business Systems Analyst – Institute for American Indian Arts University – February 2010 to April 2010
• Creation/management of college-wide Business Intelligence initiative; standardized data dictionary/common data elements/
policy/procedures, establishment of strategic direction and project management for all data–related proejcts;
• Leverage new technologies to improve business processes;
• Production support for EMPOWER ERP Student System; user training, policy/procedure development, documentation; creation
of test cases, scripts, and test plans; run tests on data integrity of data conversion and ad-hoc reports;
• Gather functional requirements; recommend & implement process and workflow improvements;
• Coordinate with NM Higher Education Department on Dual Credit Enrollment data collection initiatives, as well as other federal
reporting requirements;
• Serve on Student Success Assessment Committee;
• Design/develop workforce training / train end users;

IT Manager/Agency CIO - New Mexico Board of Nursing - Sept 2007 to February 2010
Noted Accomplishments
• Created agency’s first-ever Information Systems Department (Vision/Mission/Values, IT Strategic Plan, IT Service Catalog, and
created brand new IT Support Analyst position and job description);
• Implemented first-ever “Paperless Board Meetings” for the agency’s Disciplinary Hearings and General Board Meetings; both
meetings are now completely paperless; saved agency over $2,000 per meeting in printing/photocopying costs;
• Increased operational efficiency by 20% through analysis of workflow issues and implementation of automated web-based
solutions that reduced staff time spent on manual processes;
• Negotiated with vendor to reduce IT Project contract from $85,000 down to just under $50,000; saved agency over $60,000;
this savings was then transferred to other categories where needed;
• Leveraged master lease agreement to purchase Virtual Server; also negotiated the use of $2,500 training facility and over
$7,500 worth of training for staff into the same lease agreement;
• Successful database implementation of License 2000 in less than 1 ½ years; (agency had struggled for four years prior); prior
$120,000 contract produced little results; my project contract was less than $50,000 and resulted in successful
implementation of not only the L2K application but also the updated web application for licensure verification and the NURSYS
nightly data export;
• Recognized other state IT staff who assisted during the L2K implementation project; received special thank-you from Marlin
Mackey, State Chief Information Officer and Cabinet Secretary;
Duties & Responsibilities
• Direct all IT services for the agency; Maintain IT budget (>$350,000); Supervise IT staff and consultants;
• Maintain IT Strategic Plan and Business Continuity Plan;
• Negotiated / managed all IT Service Contracts (Service Level Agreements, Software Maintenance, Professional Services, &
Master Lease Agreements);
• Create/maintain/enforce compliance with IT policies, New Mexico State IT Policies, the State IT Strategic Plan, and the
Governor’s Initiatives; adheres to industry best practices (ITILv2/v3);
• Serve as Project Lead for all IT Projects; lead new initiatives in IT and IT Management;
• Collaborate with Operational Managers, other state agencies, licensing boards, and external vendors;
• Leverage technologies that will maximize public safety, conserve energy, and reduce costs;
• Provide 1st /2nd/3rd level technical support for the Licensing Application, Network Infrastructure, Virtual Server Environment,
and the agency’s Web / IVR applications;
• Ensure accessibility and data integrity for all agency information systems; Coordinate and manage all reporting needs and
data analysis for the agency; creation of test cases, scripts, and test plans; run tests on data integrity of data conversion and
ad-hoc reports;
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Erica L. Grong erica.grong@gmail.com
http://www.linkedin.com/in/egrong 505.750.4354

Team Lead, LoboPhone/LoboWeb - University of New Mexico - Feb 2003 – Aug 2007
Noted Accomplishments
• Seamless implementation of Banner Self Service and Banner 7 Upgrade;
• Publication of custom code (“View Printable Schedule”) with SunGard organization; over 100 downloads;
• Presented two very well-attended presentations at SunGard Conference (SETA West);
• Created on-line team calendar and on-call web application to facilitate collaboration and streamline task workflow;
• Maintained and enhanced legacy web/phone registration application by modifying code written in FirstLine Encore (for voice response)
and WebEncore (for web), both proprietary scripting languages;
• Created custom training materials and delivered classroom training to application support and Registrar staff;
Team Leadership
• Team Lead and Primary Support Analyst for LoboWeb / LoboPhone, UNM’s implementation of SunGard Banner Self Service ERP
Application (Oracle 9i-10g/Oracle Web Toolkit/Oracle Forms-based 24x7 web and phone registration system);
• Trained, supervised , prioritized and assigned tasks to 3 other Analyst/Programmers and 1-2 consultants;
• Project Lead, TouchNet ePayments - responsible for defining all aspects of the project scope, coordinating duties of 5 other project
members, the DBA team, and Touchnet consultants.
• Project Lead, Banner Voice Response Implementation (LoboPhone); responsible for all aspects of the project scope, coordinating
upgrade of the Voice Response servers with the vendor, troubleshooting connectivity issues with the DBA team and implementing
lockdown procedures with the systems and network group;
• Project Team Member, Banner Self Service (LoboWeb); responsible for all aspects of the project scope, coordinating upgrade of the
Voice Response servers with the vendor, troubleshooting connectivity issues with the DBA team and implementing lockdown procedures
with the systems and network group.
ERP Project Implementation
• Banner 7 Upgrade Project; coordinated Banner 7 upgrade in extremely short timeframe over Christmas holiday;
• LoboWeb co-lead duties included implementation of self-service (LoboWeb) modules for Student, Financial Aid, Faculty & Advisor,
Catalog & Schedule, and Admissions & Recruitment (1000+ total web pages). Also coordinated and troubleshoot issues with portal
access for new and returning students and faculty.
• LoboWeb / TouchNet Application Support (over 4,000 web pages, 13 custom web enhancements, 2 custom IVR enhancements);
Admissions, Registration, Financial Aid, and Faculty/Advisors;
• LoboPhone Voice Response Application Support (Admissions, Registration, Billing, Financial Aid);
• Worked closely with numerous other campus offices (Registrar, Bursar, Admissions, Finance, Orientation, etc.) to ensure requested
enhancements to LoboWeb / LoboPhone were provided in a timely manner and met the needs of the departments and enhanced the
student's experience.
• Closely monitored security surrounding application environment (implement /update firewall policies, conduct port scans, perform server
administration lockdown procedures, etc.), to ensure compliance with PCI credit card industry payment standards, and to maintain
overall secure environment for other sensitive data.
• Creation of test cases, scripts, and test plans; run tests on data integrity of data conversion and ad-hoc reports;
• Collected functional requirements for enhancements to LoboWeb/LoboPhone/ePayments;
• Wrote custom Oracle PL/SQL procedures and new web pages using PSP and Oracle webToolkit;
Hands-on Technical Support
• Coordinated maintenance of all application documentation;
• Analyzed trends in registration activity and credit card payments; identify peak periods; work closely with Bursar's office to implement
several methods to encourage students to pay early, thus drastically reducing the load on the servers caused by students waiting until
the last minute to pay their tuition and fees prior to disenrollment.
• Produced regular statistical reports to illustrate student trends in registration activity; worked closely with campus constituents and
support staff to minimize interruptions during high-use periods;
• Responsible for initiating and leading new projects, conducting team meetings, and making presentations to ITS departments as well as
external ITS customers.

Website Administrator - University of New Mexico - Feb 2003–Sept 2007

Noted Accomplishments
• Developed highly interactive, user-friendly interface for the T2T program using attractive Flash-based graphs; received tremendous praise and
attention for this unique site and its ability to serve multiple data uses;
• Developed tremendous working relationship with IDEAL-NM; was highly instrumental in connecting UNM IPD/College of Education/Public
Education Department with IDEAL-NM folks for permanent partnership;

Duties & Responsibilities

• Web design/development for Institute of Professional Development and Teacher Education Department at the UNM College of Education;
• Developed Transition to Teaching Reporting Portal/Website; used for tracking T2T participants (both for workshop attendance and
demographic information); this data proved to be instrumental in ability to provide fast, accurate data for federal grant reports as well as
cohort data useful to school districts on which high needs chools were being serviced;
• Project Lead for various IPD/College of Education initiatives: fileserver consolidation/active directory implementation/ on-line class design for
IDEAL-NM; serve as conduit between college constituents and Information Technology unit;

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Erica L. Grong erica.grong@gmail.com
http://www.linkedin.com/in/egrong 505.750.4354

My DETAILED RESUME is also available upon request

(The detailed resume showcases all positions held from 1986 to 2003)

EDUCATION
Bachelor of Science in Business Administration with Honors, Dec 1992
The University of Nevada Las Vegas
Major in Public Accounting – GPA 3.3/4.0

PROFESSIONAL AFFILIATIONS
National Notary Association (NNA)
Association of Information Technology Professionals (AITP)
New Mexico Technology Council (NMTC)
New Mexico Society for Technology in Education (NMSTE)
Information Technology Service Management Foundation (itSMF)
SunGard Education Technology Association (SETA)

CERTIFICATIONS
New Mexico Notary Public – May 2010

“ITILv3 Foundation” – passed exam on 5/29/2009

IDEAL-NM BlackBoard Course Design – 6/15/2009

IDEAL-NM BlackBoard Domain Adminisration – 4/22/2009

Created http://bon.blackboard.com/; also http://contentnm.blackboard.com/

VMWare ESX and Virtual Center Server – 9/5/2009

(boot camp plus one week hands-on VMWare cert program)

“Building Managerial Excellence” Certificate Program, April 2008

University of New Mexico – Robert O. Anderson School of Management
12-Week Certificate Program for Managers

“Diamonds in the Rough”, November 2007

University of New Mexico – Robert O. Anderson School of Management
12-Week Certificate Program in Conflict Management for Managers

“Essentials for Managers Part 1” Certificate Program, May 2007

University of New Mexico – Robert O. Anderson School of Management
12-Week Certificate Program for Managers

Management Academy Graduate, Dec 2005

University of New Mexico
10-month training / refresher program for UNM Managers

CONFERENCES
IT Summit for NCSBN (National Council of the State Boards of Nursing) – May 2008
System Automation User’s Conference – October 2007
SunGard Higher Education Summit – March 2007
Sungard Higher Education Technology Association (SETA) West (Presenter) – November 2006
New Mexico Technology in Education (NM-TIE, formerly CHECS)

HONORS/AWARDS
Graduated with Honors from UNLV Honors Program
Dean's Honor List, 1990, 1991, and 1992
Recipient, Margaret Elardi Valedictorian $10,000 scholarship

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Erica L. Grong erica.grong@gmail.com
http://www.linkedin.com/in/egrong 505.750.4354

PROFESSIONAL REFERENCES
Available upon request

ADDITIONAL SKILLSETS & TRAINING

Fundamentals of Supervision – State Personnel Board – May 2008

MANAGEMENT
Managing Employee Performance – State Personnel Board – November 2007

RELATIONAL DATABASES Microsoft SQL Server 2000/2005, Oracle 9i-10g, Microsoft Access 5.0/97/2000/2003/2007,
dbaseIII+, Paradox, FilemakerPro, FoxPro

Crystal Reports (10.x-2010); SQL Server Reporting Services; MS Report Builder 2.0; Pentaho;
REPORTING TOOLS
Dynamics AI; PHP Report Builder;

SCRIPTING LANGUAGES (X)HTML, CSS, XML, ASP, PHP, VBScript, JavaScript (JQuery, MooMoo), ColdFusion, JScript,
AJAX, WebAgent,TM Bourne, C-Shell, Perl/CGI, AppleScript

CMS/BLOG/WIKI/SOCIAL MEDIA
MICROSOFT TOOLS
Joomla, Mambo, Drupal, WordPress, Altresco, OpenCMS, MovableType, DekiWiki, TWiki,
WebGUI, SilverStripe, TikiWiki, ezPublish; Twitter, FaceBook, Ning;
Fluent in complex use and custom programming of all versions of Microsoft Office Products (5.1
through 2007) - Excel, Access, Word, PowerPoint, Visio, Project, Publisher, Outlook, SharePoint,
SQL Server Management Studio (including Report Builder 2.0)

Microsoft VisualStudio 6.0/2003/2007, Dreamweaver 3.0/MX/8, Flash 4.0-5.0-MX/8, Fireworks

DEVELOPMENT / PUBLISHING MX/8, Java 2 RunTime Environment; Quicktime, RealPlayer, SiteBrain Professional 2.0, Windows
TOOLS / OTHER SOFTWARE Media, SoundForge 4.5, MediaSite (by Sonic Foundry); MediaCleanerPro, Photoshop 3.x-CS2,
Illustrator 7.x-8.x, PageMaker, Publisher 97/2000/2007, Frontpage 97/2000/2007, PaintShopPro,
XARA 3D, 3D Studio Max, Adobe Acrobat 3.x-9.x, ProLaw

SQL, T-SQL, PL/SQL, NATURAL 2.x-3.x, SAS 6.x-8.x, ASP.NET, VisualBasic 4.0-6.0/.NET, C, C++
PROGRAMMING LANGUAGES Intro/Advanced Oracle PL/SQL – March 2007;
SunGard Higher Education – Banner Self Service – March 2007;
SunGard Higher Education – Using Banner APIs – January 2007

Windows XP/2000/NT/98/95/3.x, Debian Linux 2.1, MacOS 7.x-10.5; DOS 3.x-6.x, Digital UNIX
DESKTOP / NETWORK OPERATING
4.0f, HPUX Unix, AppleShare 6.x-9.04, Windows NT 3.x-4.x, Windows 2000/2003 Server,
SYSTEMS / WEB SERVERS
VMWare ESX 3.x, NetWare 2.2-3.12, Apache Web Server, Microsoft Internet Information Server
(IIS) 4.x-6.x, Personal Web Server (PWS)

OTHER VOLUNTEER POSITIONS

UNIVERSITY OF TEXAS AT AUSTIN (1999 – 2000)
UT Austin Commencement

AUSTIN COMMUNITY (1998-2001)

South by Southwest Film Festival
KLRU TV auctions

UNIVERSITY OF NEVADA, LAS VEGAS (1993-1995)

Production Engineer / Content Contributor, Awareness Radio Show, 1994 - 1995
Production Engineer / Content Contributor, 21st Century Women Radio Show, 1993 -1994
Disc Jockey / Sound Effects Engineer, Difficult Listening Radio Show, 1993 - 1995
Telephone Fundraiser Volunteer, annual donation drive
Editor / Content Contributor, UNLV Honors Program Newsletter, 1990-91
President, Student Accounting Association, 1989 - 1990
Secretary / Editor and Content Contributor, Student Accounting Association Newsletter, 1987-89
Treasurer/Fundraiser Event Coordinator, UNLV Honors Program, 1987-90
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