Gregory Gray Email & Phone Number

Indianapolis, Indiana, United States

Manage Professional Services Developers for physical print and mail and the Doxim ECM. Oversawdepartment budget, training, project SOW definition and estimates, project scoping and management.

Indianapolis, Indiana Area

-Responsible for providing leadership and guidance to two teams of technicians, the Helios conversion team and the Technical Support Representatives-Managed budget, project timelines, and employee reviews-Plans work, sets goals, and sets priorities for managed teams-Fostered and maintained a positive and cooperative work environment-Coordinate with development and digital marketing staff staff for bug and feature requests-Fostered collaboration with customers and stakeholders on software improvements, upgrades, and new features-Track web, social media, and support requests, performance, and trends

Indianapolis, Indiana, United States

-Fully responsible for problem management activities, such as issue resolution and root cause analysis-Tests, debugs, implements, and documents programs. Assists in the modification of products, both customer facing and internal systems to meet the needs of the client and end-users-Plan and coordinate testing changes, upgrades, maintenance, and service requests with IT and development teams-Troubleshoot and resolve any escalated problems-Sets up administrator and service accounts-Populated tables and databases for updating, collection, tracking and reporting of data-Performed analysis and presented results using SQL, MS Access, and Excel-Jira administration, including Jira Agile and Jira Service Desk

Provided Tier I, II, and III technical product support for channel partners and end users. Install, configure, and troubleshoot software products. Resolve customer issues and problems. Create and deliver technical customer training and product demonstrations on site and remotely through online tools such as WebEx and Lync. Key Achievements:- Analyzed requirements and issue resolution data to develop and implement improved customer training curricula.- Managed technically complex custom installations and software modifications.

Designed and developed product documentation, white papers, and technical reports. Deploy and configured servers, Internet Information Services (IIS), and database servers (SQL). Performed system and application testing. Performed SQL queries on processed transactions and reported analyses to leadership. Configured and deployed new client desktops: security, share permissions, and software configurations.Key Achievements:-Tier III technician, providing Tiers I, II, and III support for custom software-Simultaneous work in the WAN, credit card, and ACH departments-PC and peripheral networking, setup, and troubleshooting-SQL experience with WAN servers and RiTA (credit card) server - Maintained and exceeded corporate customer satisfaction rating targets.- Ensured customer satisfaction through adequate coverage and scheduling of remote technicians.- Created and administered corporate and client Active Directory Forests (collections of domain trees in a contiguous namespace) including definition and design of common global catalogs, directory schema, logical structures and directory configurations. -Bookyourself.com administrator -Corporate trainer

-Customer Service, including showcasing and selling custom picture frame moulding-Custom picture frame designing, cutting, and assembly-Computer repair / peripheral and application support-System Administrator of inter-office network-Administration of data migration, network construction, and off-site system backups -Troubleshooting of network and wireless connections

Bachelor’S Degree, Computer Systems Networking

Honors Diploma