Liam Gray Email & Phone Number

Columbus, Ohio, United States

Product management supporting single phase UPS programs, with a primary focus on the Liebert GXT5 and APS series of double conversion online UPS products. I came to Vertiv with extensive knowledge of the single phase UPS industry from a technical perspective and have been leveraging that to help build a world class UPS product portfolio from the ground up. My product management skillset continues to grow, and I like to take a strong customer centric approach to new product development. Every widget we create should make someones life a little bit easier and a little bit greener. • New Product Development• Sustaining support for legacy UPS products• Market Analysis• Creation of web sales tools • Technical writing and Document creation• Escalated customer support• Marketing support

West Kingston, Rhode Island, United States

Customer escalation support, solution configuration, new product development, technical writing and documentation, employee training, and process management for Data Center power solutions. In this role I lead customer support for APC Smart-UPS. Technical skills provided with a strong measure of empathy, understanding, and listening builds lifelong customers. I genuinely love hearing from customers and want them to walk away from bad experiences knowing that they have been heard, their needs have been met, and that they can count on us. "Delight the customer" may be an industry catch phrase, but it is something I very much take to heart.In addition to handling major escalated support issues, I served as the technical guru for the Smart-UPS product line. I worked closely with product management, design engineering, and quality engineering to ensure that we offered the right solutions with the highest level of reliability. I played an active role from the beginning of the NPD process all the way through to the end of support allowing me to have a very complete picture of the product lifecycle and customer response.I trained support staff & customers, worked with sales teams to configure solutions for specialized applications, wrote customized user guides and manuals, and filled in the gaps for any Smart-UPS need that was not handled by another team. When the customer needed to hear “I know just the guy who can figure this out”, I was that person. This role allowed me to act as an owner for the product line, do what was needed to turn the experience around, and make fast decisions on the fly.•Escalated Customer Support•Subject Matter Expert•New Product Development•Project Management•Technical Writing•Training

West Kingston, Ri

Managed escalated customer issues world wide for APC Smart-UPS single phase UPS solutions.Wrote documentation, assisted in the development and testing of new products, and trained tech support engineers in multiple call centers across the US and Asia, as well as the occasional on site customer training.

• Lead a team of graphic designers to determine the look and feel of "You Must Be This Tall", an independent documentary film. This included title sequences, promotional materials, DVD packaging, and a full line of tie in merchandise.• Created and executed a grass roots marketing campaign utilizing social media and community outreach to raise production funding, then promote the film upon release. This lead to a successful 8 week run in local theaters, thousands of DVD sales, and strong viewership on Netflix.• Maintained web sales and product fulfillment for this film and several other releases.

West Kingston, Rhode Island, United States

Provided 1st, 2nd, and 3rd tier technical support for end users of single phase UPS systems and related peripherals via phone, email, and chat. Assisted sales teams with configurations and technical backup, developed sales leads, and completed extensive training programs to ensure ongoing product knowledge.

Cranston, Ri

Implementation, development, and administration of Peregrine Service Center and Peregrine Asset Manager for internal employee support helpdesk. Assessed business needs then developed, tested and deployed solutions. Trained users, wrote documentation, and kept detailed change records in accordance with banking industry standards.