Mark Gragg Email & Phone Number

Warren, Mi.

Manage a team of engineers who create and maintain the PC and Mac builds for the General Motors End User Services organization.

Warren, Mi

Manage a team of employees who provide lab services and perform Quality Assurance testing for the Global End User Experience Client Solutions organization.

Pontiac, Mi

Performed role of Project Manager for the GM-OnLine Desktop Engineering Team (20 engineers) which packages most of the software and patches that are deployed to the 80,000 user seats in the GM-OnLine environment• Perform oversight for all engineering and development activities for the Desktop Engineering Team• Developed new desktop engineering process flow and obtained concurrence from the GM customer• Review incoming work requests, assign engineers based on availability and skillset, conduct requirement review meetings with GM, and schedule UAT sessions with GM• Effectively communicate weekly status, review work priorities and discuss schedule issues with GM client• Provide necessary direction to drive development and production issues to resolution by engaging the appropriate parties, tracking progress, and escalating when necessary in order to ensure timely resolution• Provide the leadership to ensure that the contractual roadmap projects are kept on track and that Service Level Agreements (SLAs) are met, avoiding possible penalties• Report the metrics for desktop engineering SLAs on a monthly basis

Auburn Hills, Mi

Performed role of Project Manager for all desktop engineering activities related to the development of the Windows 7 core build as well as the XP to Windows 7 migration process for 80,000 users globally at GM• Led engineering team through high-visibility, large-scale, complex project with aggressive timeframes in order to enable GM to become the first large corporation to fully migrate their user base from XP to Windows 7• Created and maintained an extensive project schedule covering all of the engineering activities of over ten global resources• Maintained the project log containing issues, action items, change requests and risks for the overall program• Provided status daily and weekly to the GM and HP management teams regarding engineering progress• Developed testing plans and provided oversight for the UAT activities where over 15 different models were tested against over 200 pages of test cases covering three migration methods and multiple languages • Supported the pilot release of Windows 7 via USB stick to about 500 users and logged/assigned/monitored defects from the pilot and ensured that the issues were worked through to resolution by the engineering team• Migration process for XP to Windows 7 supported three methods:o In-place migration of a PC after all of the build components were cached to a user’s PC over the network at which time the user was prompted to begin the migration (majority of seats migrated using this method)o In-place migration of a PC by field services via USB stick containing the build process o New PC built by field services via USB stick where data was captured/restored from the user’s old PC• Supported the deployment activities for the full roll-out of Windows 7 to the user community of 80,000 by tracking production migration issues and ensuring that the necessary troubleshooting was performed• Volunteered to lead a swat team that was able to resolve a critical network-related production issue

Detroit, Mi

Performed role of Project Manager for the large-scale migration of over 2500 users to a common end-user computing platform in the US and the UK, including a migration of the email environment from Lotus Notes to Exchange• Developed an extensive project schedule covering the efforts of over 20 resources and all of the activities necessary to deliver the project• Provided oversight for all areas of the project including engineering, testing, hardware/software procurement, server build-out (mail servers, file-print servers, domain controller servers), PC build-out, end-user communications, migration activities, and training• Maintained the project log containing the issues, action items, change requests, and risks for the overall project• Provided project status to the customer and internal management teams• Conducted deliverable reviews with the GMAC customer using their project management methodology• Conducted numerous site deployment planning reviews with the GMAC customers at each migration site• Interfaced with global internal and customer teams to ensure proper coordination of activities • Developed a comprehensive set of pre-migration, migration, and post-migration steps to be performed by all affected parties down to the hours and minutes level• All 2500 PCs were pre-built at a staging center and were built specifically for each user containing their required applications and then shipped to the appropriate site on the migration weekend• Provided on-site oversight for the migration night activities (status updates were communicated via automated text messages), user validation activities, and first/second day on-site help room activities• Delivered project on time and on budget (total contract value was over $8,000,000)

Detroit, Mi

Performed role of Project Manager for the migration of over 100 users to a new global incident and asset management service desk tool• Utilized the corporate project management methodology to develop and manage the project work activities• Coordinated the efforts of internal support teams (service desk, field support), customer teams, and several third-party vendors to ensure proper coordination of impacted teams and completion of required activities• Performed data collection activities and provided to data migration team• Developed the plan for the migration and cutover activities and provided the oversight for those activities• Delivered project on schedule and on budget

Detroit, Mi

Performed role of Project Manager for the infrastructure set up of multiple Windows 2000 servers at the primary and disaster recovery hosting locations • Utilized the corporate project management methodology to develop and manage the project work activities• Maintained the project schedule and the project log containing the issues, action items, change requests and risks for the overall project• Coordinated the efforts of internal teams (hosting team, network team, storage team) as well as several third-party vendors to ensure proper integration of activities• Performed necessary analysis to determine appropriate storage capacity sizing requirements• Delivered project on time and on budget

Southfield, Mi

Performed role of Solution Lead for several sales pursuits • Supported sales pursuit teams by architecting technical solutions • Helped write and present the solution for a successful pursuit

Southfield, Mi

Performed role of Technical Lead on a complex, business-critical and large-scale automotive eCommerce J2EE-based web site that allowed consumers to locate, finance, and purchase vehicles over the Internet• Created the plan for the website development activities and provided oversight for its development• Technical solution made up of three components: o Web Tier which utilized Servlets and Java Server Pages o Application Tier which utilized Stateless Enterprise Java Beans (EJBs) to access business logic located in Service classes o Data Tier which utilized EJBs for database communication • Ensured proper application/system/data integration with multiple business partners• Worked on-site in Sao Paulo, Brazil, between 2000 and 2002 with the Brazilian development teams• Helped design and implement a software factory concept, later submitted for a patent, to help organize the web development team (60 resources) across multiple locations (some in the US and most in Brazil)• Helped create a process for estimating work effort based on collections of web patterns called Web Based Macro Pattern, which was awarded a patent in 2008, and this process became the standard tool within the organization for estimating the work effort to develop web applications• Coordinated the UAT testing of the website which involved around the clock testing by three shifts of testers in Brazil for several weeks• Rated number one Business-to-Consumer website in Brazil• Received GM CIO and GM President’s award

Southfield, Mi

Performed role of Website Developer to help build and implement the first automotive Internet website (GM BuyPower) in the US that allowed consumers to select a dealer, search their vehicle inventory and put vehicles on hold

Flint, Mi

Performed role of Software Developer, DBA, and System Administrator to help build and implement a large-scale inventory control system for Kmart distribution centers throughout the country

Flint, Mi

Performed role of System Software Programmer supporting the Burroughs (UNISYS) A-Series mainframe by maintaining system utilities, creating customized operating system patches, and analyzing system performance

Master Of Business, Business Administration

Bachelor Of Science, Computer Science