Kim Gray Email and Phone Number
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Highly experienced Technical Support Engineering Leader with expertise in providing enterprise-level support and scaling world-class support teams through rapid growth. Managed global teams of technical multi–disciplinary leaders. Highly focused on ensuring exceptional customer service delivery while aligning technical support operations with organizational goals. Dedication to achieving efficiency and effectiveness in technical support operations stems from implementing streamlined processes, best practices, and promoting improved internal and external collaboration and communication. With a proven track record of successfully managing complex projects and achieving results
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Director Engineering OperationsAuth0 By Okta Dec 2024 - PresentBellevue, Wa, Us -
Principal Operations Manager/Incident ManagementAuth0 By Okta Aug 2023 - Dec 2024Bellevue, Wa, Us
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Director - Customer Reliability EngineeringAstronomer Jun 2022 - May 2023New York, Ny, UsDeveloped, implemented, and maintained round-the-clock global customer support coverage and corresponding processes.Established and upheld policies, standardized procedures, and guidelines to ensure consistent and repeatable day-to-day operations.Developed and executed training, monitoring, and coaching programs to foster team development.Defined team and department objectives and ensured successful accomplishment.Expanded support capabilities through establishment of a knowledge base creation, maintenance, metrics, and recognition program.Collaborated with cross-functional teams to enhance product quality and promote consistency and efficiency.Provided written and oral Root cause analyses (RCAs) to both internal and external executives.Developed and delivered soft skills training globally.Established, measured, and monitored customer support KPIs, and tracked team goals. -
Director Of Critical Accounts & Strategic InitiativesCloudera Nov 2021 - Aug 2022Santa Clara, California, UsCreated and drove overall vision for the critical incident and incident management teams.Developed and maintained incident management and proactive policies, procedures, and guidelines.Engaged with cross-functional teams to improve product quality, and drove consistency and efficiency.Delivered written and oral RCAs of incidents at an account/engagement level to help determine product improvementManaged global team to ensure renewal with at-risk customers.Created career development paths for the team, including managers.Assigned accounts to account managers, liaised with other departments to ensure support needs were met, and maintained open communication with internal and external stakeholders.Extensive work with Salesforce -
Critical Incident ManagerCloudera Mar 2020 - Nov 2021Santa Clara, California, UsEnsured top-tier customer accounts were healthy.Developed a get-well plan using all resources available to ensure customer success.Ensured clear communication with executives and key stakeholders regarding business impact, risks, and incident resolution.Collaborated with top tier at-risk customers to ensure renewal.
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Sr Customer Operations Engineering ManagerCloudera Apr 2018 - Mar 2020Santa Clara, California, UsHelped scale the support organization globally, including hiring, training and mentoring.Coordinated with various teams to ensure product reliability.Managed, trained and mentored remote managers.Continued developed of IC leveling definitions for Global Support Team.Assisted with the creation and implementation of various internal tools aimed at increasing team efficiency.Created a dedicated team to directly resolve long running customer issues and severe complaints.Developed and executed training, monitoring, and coaching programs to foster team development.
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Customer Operations Engineering ManagerCloudera Jan 2014 - Apr 2018Santa Clara, California, UsLed, staffed, and mentor a team of 17 remote technical support professionals globally.Developed and trained soft skills material globally.Team career development and promotions into BL, Premier, SA, and other roles within the company.Manage Service Level Agreements (SLA) and Time to First Response goals.Work with field teams to ensure enterprise-level support is delivered, including onsite visits.Directly responded to customer feedback, issues, and complaints.
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Systems AnalystIbm Sep 2009 - Jan 2014Armonk, New York, Ny, UsAnalyze and troubleshoot issues related to custom software that may result from corrupted data, third party software, configuration missteps and/or network issues. Worked directly with customers with an emphasis on building rapport and ensuring that their needs are met and their expectations are exceeded.Install of patches and hotfix releases while meeting their downtime requirements.Work with DB2, Oracle and Microsoft SQL database creation, modification and maintenance.Work with various AIX, Red Hat, CentOS, Solaris and Windows OS configurations.Review and recommend suggestion for various custom programs written in Perl, java and various shell scripts.Review and recommend suggested performance recommendations for both OS and database issues. -
Director Of OperationsMwa Intelligence 2007 - 2009Scottsdale, Az, UsConfigure and maintain internal and external systems, focusing on SCO Unix, Red Hat Linux and CentOS platforms, including fresh installation of operating systems, performance of routine maintenance, regular updates and version upgrades. Installation, configuration and maintenance of industry leading software, including Samba, FTP, Secure Shell, Telnet, Apache web-server, Tomcat web-server and others.Installation and management of PostgreSQL servers.Setup, configuration and trouble-shooting of printers utilizing scoadmin, lpr, cups, Samba and other configuration utilities.Troubleshoot and analyze customer software/hardware issues via telephone and email.Supervised and directed the management of more than 250 end-user companies ranging in size from small businesses to fortune 500 companies. This included the assignment of accounts to account managers, liaising with other departments to ensure support needs were met, ensuring timely and accurate resolution of issues, and maintaining open communication with both internal and external stake holders.Mentor and train new hires and current employees on custom software solutions, Unix and Linux operating systems and related server software.
Kim Gray Skills
Kim Gray Education Details
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Gateway Community College
Frequently Asked Questions about Kim Gray
What company does Kim Gray work for?
Kim Gray works for Auth0 By Okta
What is Kim Gray's role at the current company?
Kim Gray's current role is Incident Management/Engineering.
What is Kim Gray's email address?
Kim Gray's email address is kg****@****ech.com
What is Kim Gray's direct phone number?
Kim Gray's direct phone number is +165084*****
What schools did Kim Gray attend?
Kim Gray attended Gateway Community College.
What skills is Kim Gray known for?
Kim Gray has skills like Unix, Linux, Databases, Apache, Solaris, Perl, Operating Systems, Oracle, Vmware, Cloud Computing, Microsoft Sql Server, Virtualization.
Who are Kim Gray's colleagues?
Kim Gray's colleagues are Carolina Guadagni, George K. Wang, Jessica Temporal, Juan Manuel Cabrera, Artur Klajnerok, Andrew Hawker, Miranda Clay.
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