Michael Gravell Email & Phone Number

Herndon, Virginia, United States

• Responsible for providing product support to customers, according to company's support procedures, to resolve support cases in a range of complexity levels.
• Assist customers, in-person and remotely, with application installations and upgrades.
• Meet service level agreements in accordance with Maintenance and Support policy.
• Create testing environments to replicate and resolve customer issues without affecting customer’s production environment.
• Maintain a strong working relationship with company’s internal Development and Professional Services departments ensuring timely delivery of resolutions to customers.

Herndon, VA

• Responsible for providing product support to customers, according to company's support procedures, to resolve support cases in a range of complexity levels.
• Assist customers, in-person and remotely, with application installations and upgrades.
• Meet service level agreements in accordance with Maintenance and Support policy.
• Create testing environments to replicate and resolve customer issues without affecting customer’s production environment.
• Maintain a strong working relationship with company’s internal Development and Professional Services departments ensuring timely delivery of resolutions to customers.

Mclean, VA

• Responsible for providing product support to customers according to company's support procedures in order to resolve support cases in a range of complexity levels.
• Intake and administration of all incoming support requests in the company CRM.
• Meet the service levels in accordance with company's Maintenance and Support policy.
• Setting up a reproduction environment to replicate customer issues in house.
• Maintain a strong working relationship with company’s internal Development and Professional Services departments ensuring a timely delivery of resolutions to customers.

Fairfax, VA

• Maintain user and group accounts on multi-server/location Microsoft Windows AD network including file access security via directory and share permissions monitoring.
• Manage and monitor traffic to and from the network using WatchGuard firewall and SolarWinds utilities.
• Configure and install Windows servers and supporting network hardware (Cisco and Dell Switches).
• Accommodate the growing need for storage by configuring and adding EMC iSCSI SAN devices as well as maintaining legacy internal server storage.
• Maintain Distributed File System Replication (DFSR) configuration to provide high availability of current/same files to users at multiple offices.
• Meet with IT Director to discuss current and future plans for IT environment and personnel.

Fredericksburg, VA

• Responsible for maintenance and upgrade servers and network hardware on multi-server network
• Maintain and regulate security to allocated file storage on Network Attached Storage (NAS) device.
• Maintain users and group access to file and mail servers.
• Manage internal and external user access to Web/FTP server.
• Manage customer projects to completion.

Chantilly, VA

• Work with small team of developers, project managers and engineers to design custom and cost-effective solutions/responses to solicitations from the Department of Defense.
• Personally responsible for design of environment for operational solution to include custom and COTS software.
• Organized procurement of required hardware and software
• Configured hardware and software into operational system before installing solution at customer site.
• Responsible for deployment schedule and management of personnel and shipping of hardware and software to meet agreed upon deadlines.
• Manage team of four engineers supporting maintenance contracts.

Education record

General Studies.

High School Diploma, General Studies