Gary Grayson Email & Phone Number

Houston, Texas Area

Strategic development of process improvement utilizing enhanced data analysis. • Provided IT support, customer service exceeded service level agreement (SLA) targets each month.• Reduced IT support costs through analysis of leading contact drivers.• Developed Service Center reporting strategy utilizing data compiled across multiple data sources.

Houston, Texas Area

• Accurate compilation of monthly IT billing summary from HP Service Manager job data.• Created Microsoft Access database solution, reducing billing summary compilation from days to hours.• Customized IT billing summary specific to individual business units, enabling reconciliation and tracking of monthly service charges to discrete customers or jobs.• Documented requirements and developed proof-of-concept design for simplified billing application. Eliminated data entry into multiple systems, reducing data errors and improving billing accuracy while streamlining process. • Improved IT management decision making by providing monthly operational metrics.• Led team effort to enhance service delivery by creating accurate procedural documentation along with detailed iGrafx Flowcharter process mappings.• Redesigned internal team web presence using SharePoint 2013 and streamlined day-to-day operational data collection through development of SharePoint automated workflows.• Managed RTO internal web presence and process document library using HP TeamSite CMS.

Houston, Texas Area

• Translate business needs/strategies into detailed IT requirements. • Leverage existing systems where possible. Source services as required. • Enhanced user productivity through the active management of core functionality incorporated into major operational support application.• Improved user experience by working closely with stakeholders across multiple business units to develop and prioritize accurate requirements.• Increased user satisfaction by ensuring adequate testing and timely remediation of application issues found during testing.• Influenced developmental direction by serving as IT functional lead during development and implementation of 2 new support applications for separate business units.• Facilitated onsite application training and implemented improvements based on feedback provided during training sessions.• Managed global communications to end users regarding application updates or service interruptions. Designed and implemented custom email template that graphically represented total length of time components would be affected.

Lafayette, Louisiana Area

• Designed and implemented solution enabling field operations to capture and report operational job data:• Improved operational efficiency through systematic analysis of job performance data.• Provided Business Development and Engineering with accurate performance data that could be incorporated into customer tenders, demonstrating historical service execution and proficiency. • Increased laboratory operational efficiency by creating and implementing various laboratory applications using Microsoft Access, Microsoft Excel and Microsoft Word.• Designed, created and implemented Microsoft Access laboratory test results database that reduced support costs by reducing amount of initial lab pilot testing required.

Engineering Technology, General

Business Administration And Management, General

Activities and Societies: Kappa Sigma

Associate’S Degree, Physical Sciences