Please complete the CAPTCHA to continue
A concise factual answer block for searchers comparing this professional profile.
Jay D Gray is listed as Experienced Technical Support Leader | Effective people developer based in American Fork, Utah, United States. AeroLeads shows a matched LinkedIn profile for Jay D Gray.
Jay D Gray previously worked as Technical Support Manager at Opentext and Work Flow Manager (WFM) at Emc. Jay D Gray holds Bachelors, Electrical Engineering Technology, Graduated With A 3.7 Gpa from Weber State University.
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.
A career timeline built from the work history available for this profile.
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
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
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
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
Provo, Utah, United States
Supported large networks and provided monthly reports Conducted monthly status calls with customers
Quick answers generated from the profile data available on this page.
Jay D Gray is listed as Experienced Technical Support Leader | Effective people developer.
Jay D Gray is based in American Fork, Utah, United States.
Jay D Gray has worked for Opentext, Emc, and Novell Inc.
You can use AeroLeads to view verified contact signals for Jay D Gray, including work email, phone, and LinkedIn data when available.
Jay D Gray holds Bachelors, Electrical Engineering Technology, Graduated With A 3.7 Gpa from Weber State University.
Search by job title, company, industry, location, and seniority. Export verified B2B contact data when you need it.
Start free trial Search contacts