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.• Provide desktop support including scheduled application of Microsoft patches, driver and BIOS updates, Malware scans, and disk and registry cleaning.• Maintain and suggest upgrades for server backup solution.• Respond to daily user requests regarding network connectivity, FTP sites, printer connections, firewall rules, etc.• Maintain Deltek Vision accounting/CRM solution through application of version upgrades and service packs, monitoring of supporting services, and coordinating issues with Deltek Customer Service to resolution, if required.• Mentor junior support 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. • Responsible for training of users and system administrators in individual and classroom environments, including the creation of user and maintenance documentation. • Identify, coordinate and remediate operation and security issues (e.g. security patch installation, UAC management, registry configuration, etc.).• Report project status to customer and supervisors.

Education record

General Studies.

High School Diploma, General Studies