Herbert Gray Email & Phone Number

Durham, Nc, Us

Administers accounts for various applications.Corresponds with resource owners to procure approvals for requested access.Monitor and escalate data loss prevention issues.Mentor and train Information Security Analyst.Develop resource status reports for business vendors.Develop and update team’s SOPs for administering access.Maintain team’s oncall schedule.Manages team’s incident and request ticket queue.Triages and routes emails received in a shared mailbox.Provides guidance to users regarding access questions and issues received via a shared mailbox.Offers direction to the service desk regarding possible access issues.Modify Powershell scripts.Monitor and escalate Data Loss Prevention incidents.Monitor reports of phishing emails.

Houston, Tx, Us

Manages team’s incident and request ticket queueTriages and routes emails received in a shared mailbox Provides guidance to users regarding access questions and issues received via a shared mailboxAdministers accounts for various applicationsCorresponds with resource owners to procure approvals for requested accessOffers direction to the service desk regarding possible access issues

Noida, Uttar Pradesh, In

Managed the team's incident queueMentored and leads desktop techniciansProvided support for Executive/Senior Leadership teamResearch and collaborates with third level support teams for resolutions for incidentsCreated knowledge base documentation for first and second level supportTrained desktop techniciansDeveloped batch files for commonly used processesDiagnosed malfunctioning hardware and software via remote connection and in-person visitsTroubleshot IP phones connecting to Avaya call serversRefreshed computers that have reached End of LifeImaged computersAssisted with equipment relocation

Jp

Primary team representative for major incidentsManaged the team's incident queueMentors and leads desktop techniciansProvided exclusive 24/7 support for Executive/Senior Leadership teamMaintained hardware inventory for Executive/Senior Leadership teamProvides afterhours support for escalationsPrimary team representative for project supportCreated and cloned virtual machinesResearch and collaborates with third level support teams for resolutions for incidentsCreates knowledge base documentation for first and second level supportTrained desktop techniciansDevelopes batch files for commonly used processesDiagnoses malfunctioning hardware and software via remote connection and in-person visitsTroubleshoots IP phones connecting to Avaya call serversRefreshes computers that have reached End of LifeImage computersFields up to 10 incidents per dayAssisted with equipment relocation

Jp

Maintained work schedule.Created individual and team performance reports.Sent our corporate communications for IS support groups.Created training documentation for employees.Created support documentation for the help desk.Provided training to new help desk employees.Provided afterhours oncall support.Primary contact for IS projects that required help desk participation.Fielded up to 10-15 help desk calls per day in a call center environment using Service Center.Diagnosed malfunctioning computers and peripherals, and resolved issues via remote connection.Modified user accounts using various applications including MS Active Directory and Mainframe.Administered accounts for company's guest wireless system.Escalated system failures to the proper administrators.

Durham, Nc, Us

Performed performance reviews for up to 8 employees.Maintained work schedule.Interviewed candidates for open positions.Created individual and team performance reports.Sent our corporate communications for IS support groups.Created training documentation for employees.Created support documentation for the help desk.Provided training to new help desk employees.Provided afterhours oncall support.Primary contact for IS projects that required help desk participation.Fielded up to 20-25 help desk calls per day in a call center environment using Service Center. Diagnosed malfunctioning computers and peripherals, and resolved issues via remote connection. Modified user accounts using various applications including MS Active Directory and Mainframe. Administered accounts for company's guest wireless system. Escalated system failures to the proper administrators.

Durham, Nc, Us

Performed performance reviews for up to 8 employees.Maintained work schedule.Interviewed candidates for open positions.Created individual and team reports.Fielded an average of 35 - 45 help desk calls per day in a call center environment using Service Center. Diagnosed malfunctioning computers and peripherals, and resolved issues via remote connection. Modified user accounts using various applications including MS Active Directory and Mainframe. Escalated system failures to the proper administrators.

Durham, Nc, Us

Fielded an average of 35 - 45 help desk calls per day in a call center environment using Service Center. Diagnosed malfunctioning computers and peripherals, and resolved issues via remote connection. Modified user accounts using various applications including MS Active Directory and Mainframe. Escalated system failures to the proper administrators.

Fielded an average of 10 help desk calls using Heat and Altiris calls per night.Diagnosed malfunctioning computers and peripherals, and resolved issues via remote connection and desk-side support.Performed maintenance on malfunctioning printers.Modified user accounts using SMS, MS Active Directory, and Novell Console 1.Escalated system failure issues to the proper administrators and maintained communication with clients until the failure was resolved.

Deployed new PCs for the clients, migrated clients' files to new computers, and reinstalled clients' software on new PCs.Imaged computers using Norton's Ghost.Diagnosed malfunctioning computers and peripherals, and resolved issues via remote connection and desk-side support.Installed applications used by clients for production.Took inventory of computers that were deployed and the software installed on the computers.Prepared outdated computers and printers for surplus.

Tested functionality of computers and erased hard drives for surplus.Deployed new computers for the clients, migrated clients' files to new computers, and reinstalled clients' software on new computers.Imaged computers using Norton's Ghost.

Designed, created, and debugged Microsoft Access Programs using VBA.Developed user documentation for Access Programs.