Alex Gray Email & Phone Number

Everett, Washington, United States

Everett, Wa

Achievements/Tasks: - Lead Operations Engineer supporting and maintaining operations and data center support for the Student/HR/Finance SaaS solutions used by 86% of Washington State School Districts/Educational Service Districts.- Architect/administrator for the cooperative wide BMC Footprints incident management system. This includes scripting and designing escalation routines, workflows, and product customization. Continuously improving BMC Footprints environments to bring efficiency and increase overall availability to 99.999% while improving ticket flow to resolution for users. - Technical Services Test Coordinator design, document and manage all test routines for cooperative wide technology implementations and upgrades rollouts – OpenEdge, RDS, RHEL 7.1, Skyward Releases and BMC FootPrints upgrades. - Designed and developed project for migrating customers from Citrix to Remote Desktop Services (RDS). This shifted the state from a 2003 legacy terminal services environment to a 2012 R2 Microsoft standard environment. - Managed all cross-state operational/technical training for each data center and school district. This includes training documentation, run books, and issue escalation procedures. This enabled the cooperative to fulfill school district and data center SLA's. - Coordinated the move from ODBC connections to API connections providing a method for customers to integrate directly with the local enterprise database solution. Played a key role in developing, training, and implementing the configuration fulfillment of connection requests. - Running operations team for migration to our latest software revamp running on Azure cloud-based infrastructure. Technical lead for configurations during district go-lives in the Azure environment.

Everett, Wa

Achievements/Tasks:- Training Lead for Regional transition from Legacy terminal based to modern relational thick client Student Information System Database (Skyward)- Technical Education document designer and publisher for over a dozen separate modules in the enterprise software. - Application service provider coordinator, providing technical support for over 50 school districts using enterprise software solution.

Bellevue, Wa

Achievements/Tasks:- Provided technical support and analysis in researching and resolving customer calls and technical support email questions for 300+ software gaming titles- Configure software for O/S, sound cards, video cards, game controllers, printers, scanners, LAN, on-line gaming networks, and application- Corresponded with Quality Assurance and Development Teams to ensure pre-release and post-release software technical issues resolution- Created and updated technical documentation for internal and external Technical Support Knowledge Base and standardized technical support responses to customers- Trained and mentored new Technical Support Technicians

Bothell, Wa

Achievements/Tasks:- Responsible for the internal technical support of Macintosh and Windows desktop systems- Performed hardware and software installations and upgrades, troubleshooting, and repairing systems for 1000+ clients

Kobe, Hyogo, Japan

Achievements/Tasks:- Provided solutions to various Windows 95 and Novell networking issues Senior Technician installing network solutions on multilingual Macintosh operating systems- Coordinated the campus' initial connection to an Internet service provider via Japanese government approval process

Edmonds, Wa

Achievements/Tasks:- Design, Tested and Released a multi-platform relational database for tracking 1000's of international student records.- Scripted UI and generation routines for official government international study documents (TOFL, IELTS)- Documented and Trainined ISS Staff on use of database software.