egray_resume_20161004

Edward Earl Gray 509 Woodford Street Fredericksburg, VA 22401

Phone: 540-371-8954 E-Mail: [email protected] http://www.edwardgray.com

1

Education

M.S. Master of Science in Management Information Systems

University of Mary Washington, Fredericksburg, VA

May 2010

B.S. Bachelor of Science in Mathematics/Computer Science, Physics, Spanish

Hampden-Sydney College, Hampden-Sydney, VA

May 1998

Certifications

• HDI Support Center Manager November 2014

• ITIL Lifecycle – Service Strategy September 2014

• HDI Desktop Support Manager November 2013

• ITIL Foundations September 2013

• HDI Support Center Team Lead June 2013

• Knowledge-Centered Support Principles June 2012

• CompTIA i-Net+ June 2000

• CompTIA Network+ September 1999

• Microsoft Certified Systems Engineer on Windows NT 4 March 1999

• CompTIA A+ October 1998

Position History

• Systems Integration and Support Specialist

University of Mary Washington

June 2011 – Present

• Systems Integration Specialist


September 2006 – June 2011

• Web Systems Administrator


July 2003 – September 2006

• Instructor, Network+ certification prep course


March 2003 – December 2003

• Computer Help Desk Technician Senior


August 2000 – July 2003

Affiliations/Memberships

• Association for Information Technology Professionals 2009 - Present

• Association of Support Professionals 2012 - Present

• HDI 2010 - Present

• ISACA 2013 – Present

• itSMF USA

Higher Education Community of Interest Manager 2016

2012 - Present



2

Accomplishments

Participant in inaugural Leadership UMW cohort, a leadership development program for faculty

and staff at the University of Mary Washington. Member of the UMW Staff Advisory Council

Successfully lead the itSMF USA Higher Education Community of interest as Assistant Manager

(2015) and Manager (2016); produced/hosted webinars; promoted practitioner networking at

several industry conferences; also serve on the itSMF USA 2016 Board and Interest Group

committee which works to identify and address issues relating to the Chapter’s local and virtual

interest groups

Lead on successful implementation of Bomgar remote assistance appliance, reducing the number of

support ticket escalations with technician deployments and improving first contact resolution rates;

proponent for leveraging investment with other support groups to reduce overall cost for provision

of support across the organization

Technical lead on successful implementation of web-based organizational purchase request

procedure for standard (pre-approved) and non-standard technology purchase requests, which

promotes consistency in data gathering and reduces number of contacts with customers

Lead on successful implementation of KACE K1000 Service Desk module and associated reporting

for effective ticket management

Lead on successful implementation of KACE K1000 Inventory, Asset modules and associated

reporting to drive effective and efficient identification, budgeting, prioritization, and coordination of

computer replacement; also lead on expansion of Asset module to include logical and other physical

assets to support purchase-to-surplus lifecycle management of technology in the organization

Effective editing and drafting of departmental policy, procedure, standard, and guideline documents

Technical lead on identity management initiative involving successful implementation of Microsoft

Identity Lifecycle Manager (ILM) and custom Oracle database development; automated processes

that were previously manual, thereby freeing administrator time and reducing latency/errors

Lead on successful implementation of Eventum as a mechanism for recording development requests,

development work, testing, and production migration requests; also enabled reporting on request

related metrics to inform tactical and operational decisions

Successful collaborative development and implementation of a database-driven navigation system

for a multi-site, enterprise web environment, complete with an array of CSS/XHTML templates

Successful supervision and direction of student aides, direction of desktop technicians

Successful provision of phone and hands-on user support for hardware, operating system, network,

and application issues for University community

For complete listings of positions with descriptions, conferences attended, and technical background,

please visit http://www.edwardgray.com/res for my online résumé.



3

Presentations

• Measuring Success: An Introduction to Metrics

itSMF USA’s Service Management FUSION conference

November 2016

Presenter


VASCAN conference

October 2016

Presenter


HDI Capital Area, local chapter meeting

April 2016

Presenter


ACCSVA, annual conference

March 2015

Presenter

• Remote Assistance: A Discussion


March 2015

Presenter

• Alphabet Soup: Frameworks, Methodologies, and more


March 2014

Presenter

• What Exactly is a Service Catalog


March 2014

Presenter

• Asset Management, Revisited


March 2013

Presenter

• Service Desk Birds of a Feather

Dell KACE Konference

December 2012

Co-facilitator

Earlier presentations are listed on my website, http://www.edwardgray.com/res/.

Professional Development

• The Art and Science of the Management Toolbox workshop March 2015

• HDI Support Center Manager certification course October 2014

• ITIL Service Strategy certification course September 2014

• Beyond the Voodoo: Service Catalog Concepts and Skills workshop April 2014

• HDI Desktop Support Manager certification course October 2013

• ITIL Foundation certification course September 2013

• HDI Support Center Team Lead certification course April 2013

• KACE K1000 Basic and Intermediate courses December 2012

• Agile Service Management workshop October 2012

• Knowledge-Centered Support Principles certification course April 2012



4

Skills

Hardware

Installation

Configuration

Diagnostics

Troubleshooting

Operating systems

Windows 3.1 through 8.1

Windows Server NT4 through 2012

MacOS X

Linux (RedHat, Ubuntu, Fedora, SuSE)

Solaris

Networking

TCP/IP suite and utilities

Ethernet

Wireless (802.11)

Packet capture and analysis (WireShark)

Network hardware (hubs, switches)

Protocol analyzers

Category 5/5e and higher wiring

Coaxial

Languages

CSS

HTML/XHTML

PHP

SQL (including PL/SQL and T-SQL)

Java

JavaScript

XML/XSLT

UNIX shell script (sh/bash)

Applications

Microsoft Office Suite (Word, Excel, PowerPoint, Access)

Microsoft Visio

Microsoft Project

Microsoft SharePoint

Internet Browsers (IE, Chrome, Firefox, Safari)

Web development (Dreamweaver, NetBeans)

Database Management Systems (Oracle, MySQL, Microsoft SQL)

Query applications (TOAD, Navicat, MySQL Workbench)

Issue management systems (Eventum, BMC SDE, Dell KACE)

Graphics editors (Photoshop, GIMP)

Remote access applications (Bomgar, RDP, VNC)

Diagnostic utilities for networks, operating systems, hardware

Non-Technical

Successful team member and leader

Successful independent worker

Cognizant of cultural diversity

Effective oral and written communication

Critical analysis of situations

Successful at strategic, tactical and operational levels

Effectively abstract layers of complexity and detail

Effective documentation of situational assessment and approaches to resolution

egray_resume_20161004

Documents

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