Davin Gray Email & Phone Number

Greater New York City Area

Puerto Rico

Segments of the environment I worked with: 2000 On-site users, additional 1000+ usersvia remote support, Windows XP Professional, Windows Server 2003-2008, Windows 7,Lotus Notes\Domino 8-8.5, MS Office 2003-2010, MS Outlook 2010, Microsoft SharePointServer 2007, Nintex Workflows 2007 (SharePoint), Cisco VPN, ITSM (Remedy), LogMeIn,TeamViewer, SMS, SCCM 2007, Active Directory, SAP, Iron Mountain, X-Image,Perigrine Service Center, Visual Basic, Adobe Actionscript, Camtasia… Show more Segments of the environment I worked with: 2000 On-site users, additional 1000+ usersvia remote support, Windows XP Professional, Windows Server 2003-2008, Windows 7,Lotus Notes\Domino 8-8.5, MS Office 2003-2010, MS Outlook 2010, Microsoft SharePointServer 2007, Nintex Workflows 2007 (SharePoint), Cisco VPN, ITSM (Remedy), LogMeIn,TeamViewer, SMS, SCCM 2007, Active Directory, SAP, Iron Mountain, X-Image,Perigrine Service Center, Visual Basic, Adobe Actionscript, Camtasia Studio 7.0; Involved in interviewing all new team members Played large role in development & implementation of following solutions: Desktop Support Depot: Room where users could bring their computers for service. Setup like a store-front. Included touch-screen kiosks for customer use, informational displays, and large display that showed weather information, live news, and real-time status of customer cases Created following solutions Build Depot: Innovative method of streamlining the setup and deliver of new computers to users, reducing technician workload by up to 70%, shipping costs, human errors, and even allowing all computers in organization to be setup by small team of technicians in remote location, without shipping anything System of organizing, tracking, and automating computer upgrades for users in the company, even automating communications and responses Automated Fixes: Created method of quickly automating a solution to common issues, for repeated, quick use by technicians in the future Created Self-service\How-to portal for customers, with automated fixes and information. Also created separate portal for executives in the company. Led a team of 5 technicians to upgrade 2000+ computers to Windows 7 manually within 12 months, without any additional cost to the company or any other work going undone. Show less

Segments of the environment I worked with: 2000 On-site users, additional 1000+ usersvia remote support, Windows XP Professional, Windows Server 2003-2008, Windows 7,Lotus Notes\Domino 8-8.5, MS Office 2003-2010, MS Outlook 2010, Microsoft SharePointServer 2007, Nintex Workflows 2007 (SharePoint), Cisco VPN, ITSM (Remedy), LogMeIn,TeamViewer, SMS, SCCM 2007, Active Directory, SAP, Iron Mountain, X-Image,Perigrine Service Center, Visual Basic, Adobe Actionscript, Camtasia… Show more Segments of the environment I worked with: 2000 On-site users, additional 1000+ usersvia remote support, Windows XP Professional, Windows Server 2003-2008, Windows 7,Lotus Notes\Domino 8-8.5, MS Office 2003-2010, MS Outlook 2010, Microsoft SharePointServer 2007, Nintex Workflows 2007 (SharePoint), Cisco VPN, ITSM (Remedy), LogMeIn,TeamViewer, SMS, SCCM 2007, Active Directory, SAP, Iron Mountain, X-Image,Perigrine Service Center, Visual Basic, Adobe Actionscript, Camtasia Studio 7.0; Involved in day-to-day operations, primarily in working through increased call volume caused by outsourcing of Level I support Focused on escalations from Level 1 helpdesk, including hardware support of Dell environment Played major role in aggressive rollout of Windows 7, upgrading several hundred users a month alone, while continuing to handle normal duties Have coded many scripts and utilities to streamline daily work tasks and automate issue fixes Created global IT knowledge base that housed information and support tools Created a video tutorial for the transition to windows 7, segmented into several portions for easy navigation. Also create "Desktop Gadget" - or widget - for windows 7, so that that tutorial and any other helpful information would be easily available upon the user's upgrade. Show less

Environment: 1000 On-site users, additional 400 users via remote support, Windows2000 Professional, Windows XP Professional, Windows 7, Windows Server 2003, LotusNotes 6.x-8.x, MS Office 2000-2007, ITSM Service Management, Cisco VPN, GWI, NortonGHOST, SCCM, RDP, TrackerProducts eDiscovery Solutions, Altiris, SMS, ActiveDirectory, SAP, Citrix, Real VNC, BES 2.2/4.x; Responsible for hardware and software support for Levels 1-3 Responsible for all new hire onboarding,… Show more Environment: 1000 On-site users, additional 400 users via remote support, Windows2000 Professional, Windows XP Professional, Windows 7, Windows Server 2003, LotusNotes 6.x-8.x, MS Office 2000-2007, ITSM Service Management, Cisco VPN, GWI, NortonGHOST, SCCM, RDP, TrackerProducts eDiscovery Solutions, Altiris, SMS, ActiveDirectory, SAP, Citrix, Real VNC, BES 2.2/4.x; Responsible for hardware and software support for Levels 1-3 Responsible for all new hire onboarding, incl. account creation, workstation setup and deployment, and user training Junior Lotus Notes administration Phone support for 1,400 users, both on-site and remote Printer\copier support Blackberry Device Setup\troubleshooting Responsible for all employee terminations from IT-perspective, as well as the eDiscovery procedure, and the storage and maintenance of over 1,000 retained hard drives Basic network support Took the lead in several major company-wide projects, ranging from eDiscovery process implementation, to mass software migrations, to hardware refreshes Primary trainer of new team-members Tasked with documenting many of the Service Desk core processes Was the Legal dept's IT contact for Litigation support Show less