Jay D Gray

Jay D Gray Email and Phone Number

Experienced Technical Support Leader | Effective people developer
Jay D Gray's Location
American Fork, Utah, United States, United States
About Jay D Gray

Technical Support Manager with 20+ years managing support teams of up to 30 engineers. Skilled in monitoring incoming SRs to meet SLA times by verifying entitlement, assigning SRs, and ensuring engineers set IRs for each SR. Expertise includes people management, budget setting, and global collaboration.  Proven track record in achieving outstanding customer service scores, minimizing customer downtime, and resolving complex technical issues.  Proficient in ServiceNow, Salesforce 360, Tableau, and global scheduling systems, driving operational excellence and strategic goal achievement.

Jay D Gray's Current Company Details

Experienced Technical Support Leader | Effective people developer
Jay D Gray Work Experience Details
  • Opentext
    Technical Support Manager
    Opentext Aug 2013 - Jul 2024
    Draper, Utah, United States
    ▪ Achieved a 97% customer satisfaction rate and 98% customer effort score for fiscal year 2024▪ Achieved a 98% initial response time for fiscal year 2024▪ Managed three product teams, ensuring seamless operations and collaboration.▪ Resolved critical customer issues, improving customer satisfaction and reducing downtime.▪ Proactively communicated with customers to discuss the benefits and implementationof software upgrades
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  • Emc
    Work Flow Manager (Wfm)
    Emc Aug 2011 - Dec 2013
    Draper, Utah, United States
     Contributed to the creation of Salesforce 360 for Dell’s support organization  Assisted with the implementation of Entitlement Checking Supported the setup and maintenance of the Global Scheduling tool Decreased workflow backlog by 75% and provided insights to management by generating custom reports Created and supervised the first Global Support Associate Program in the Draper location Promoted from support engineer after 9 months
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  • Novell Inc
    Americas Support Engineer
    Novell Inc 2004 - 2011
    Provo, Utah, United States
     Achieved 90 - 100% customer satisfaction scores  Consistently ranked among the top 2 or 3 performers for calls taken and resolved(out of 20 engineers) Provided technical support for customers transitioning from NetWare to OES Linux
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  • Novell Inc
    Premium Services Manager
    Novell Inc 1992 - 2004
    Provo, Utah, United States
     Managed teams of up to 30 engineers supporting high-end customers  Led the team to achieve a 98% CSAT (customer satisfaction) scores Helped create Designated Support Engineer (DSE) and Primary Support Engineer (PSE) roles to improve customer satisfaction and provide a career path for engineers
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  • Novell Inc
    Premium Support Engineer
    Novell Inc 1988 - 1992
    Provo, Utah, United States
     Supported large networks and provided monthly reports  Conducted monthly status calls with customers
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Jay D Gray Education Details

Frequently Asked Questions about Jay D Gray

What is Jay D Gray's role at the current company?

Jay D Gray's current role is Experienced Technical Support Leader | Effective people developer.

What schools did Jay D Gray attend?

Jay D Gray attended Weber State University.

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