MICHAEL GRAY
116 Championship Place, Hendersonville, TN
615-330-2679
mike@mdgworld.com

EXPERIENCE
SUPPORT ENGINEER, NETWORK SOLUTIONS GROUP
Hendersonville, TN   03/22 – Present
– Act as the primary resource to remotely resolve perform troubleshooting and lead problem-solving efforts to resolve client issues immediately and restore functionality at the end-user level
– Daily alert monitoring with responsibility for investigation and resolution of alerts to ensure that all network components are running successfully
– Maintain records in the ticketing system to reflect the time billed for an issue accompanied by detailed notes for client resolution.
– Primary resource for monthly validation of data backups
– Assist with training, onboarding, and mentorship of future personnel
– Participate in 24×7 On-Call rotation assignments 

IT HELPDESK TECHNICIAN, XTEND HEALTHCARE
Hendersonville, TN   03/21 – 2/22
– Operate, monitor, and service multiple communications and data processing devices involving both voice and data networks
– Diagnose and test voice and network infrastructure
– Field calls, emails, and tickets (ServiceNow)
– Escalate issues to appropriate IT department members for resolution where appropriate
– Assist with and maintain the development of user documentation
– Installation/deployment and removal of computers, thin clients, and computer programs
– Create procedures and training documents to aid company’s user community
– Specialized project work focused on the implementation of new technologies, functionality, software, utilities, or processes

IT SUPPORT TECHNICIAN (CONTRACTOR), STATE OF TENNESSEE
Smyrna, TN   02/21 – 03/21
– Provide first level contact and issues resolution for the main help desk phone line and email
– Respond to questions and issues as reported by multiple application users and record issues (ServiceNow)

IT SUPPORT SPECIALIST I (CONTRACTOR), GEODIS
Brentwood, TN   11/20 – 02/21
– Receive, log, and manage both internal and external IT-related calls/emails
– Log calls in the service desk incident management application system (ServiceNow)
– Act as single point of contact for IT-related issues/queries
– Troubleshoot peripheral and desktop system issues

IT HELPDESK, COMFORTEX
Watervliet, NY   07/18 – 08/20
– Provide software, hardware, client/server and technical support for team of ~65 office staff and ~200 factory staff
– Technical proficiencies include MS Office, Mac Suite, Chrome, Firefox, IE, Active Directory, Photoshop, WordPress,  Printer Maintenance, Call-Center Support, Network Maintenance (LAN, VLAN, VPN, TCP/IP, etc.), Ticket Systems
– Project Management and lead in company-wide system overhaul including install/configuration of 125+ new PCs, install/configuration of 3 upgraded switch racks, and install/training of new inventory system/software

IT / MARKETING, B-LANN EQUIPMENT
Troy, NY   08/16 – 02/18
– Network Administration, Computer and Database setup and maintenance
– Website, social media, design review/auditing

ACCOUNT EXECUTIVE, BRAWNMEDIA
Albany, NY   06/15 – 04/16
– Responsible for account management of diverse list of 25+ Clients
– Strategic planning, budgeting, project management, etc. of Client websites, PPC, SEO, social media, and traditional advertising

BRAND MANAGER, ANGIODYNAMICS
Latham, NY   03/14 – 02/15
– Execution of all marketing materials for AngioVac, NAMIC Fluid Management, and Core Product lines (includes angiographic catheters, guidewires, drainage products, and micro-introducers)
– Responsible for brand management of ~$140 million book of business
– Coordinated extended team (product management, regulatory, intellectual property, medical, R&D) to deliver all projects on schedule and on budget
– Oversaw partner relationships for Web sites, print, apps, video, etc.

MARKETING COMMUNICATIONS COORDINATOR, ANGIODYNAMICS
Latham, NY   03/13 – 03/14
– Supported the strategy and logistics for the creation and management of marketing collateral and promotional tools
– Assisted with the development Social Media SOPs/policies, Web site content and maintenance, app development, etc.

MARKETING MANAGER, B-LANN EQUIPMENT
Troy, NY   03/12 – 02/13
– Developed strategy and design of all marketing materials including sales flyers, catalogs, Web site, email campaigns, etc.
– Administration of new company inventory system (Prophet 21) including database management and system set up
– Assisted with operations management including staffing, accounting/purchasing, print buying, etc.

PROJECT / PRODUCTION MANAGER, OVERIT MEDIA
Albany, NY   05/10 – 06/11
– Managed projects from inception to completion for entire company portfolio including Girl Scouts of North Eastern 
New York, Comfortex, Opposites Connect, DeCrescente, Operation UpCycle, and Voice Coaches
– Responsible for project management and successful delivery of ~40 Web sites and production projects at any given time
– Managed production needs (Web site launches, content loading, site maintenance, print vendor sourcing, etc.) for all Clients
– Managed company timelines, financing, budgets, and billing

ACCOUNT EXECUTIVE, PALIO
Saratoga Springs, NY   08/06 – 11/09
– Participated in the development and presentation of concept and design for TYKERB (GlaxoSmithKline), FIBRICOR 
(URL Pharma), and COLCRYS (URL Pharma) brand launches
– Collaborated with extended creative teams and Client brand teams on all tactical executions – sales aids, journal ads, 
Web sites, etc. – of the brand platforms for TYKERB, FIBRICOR, COLCRYS, PROVIGIL, NICOX, and VENLAFAXINE
– Responsible for the execution of ~$5 million worth of working budgets

ACCOUNT EXECUTIVE / ASSISTANT ACCOUNT EXECUTIVE, MEDIA LOGIC
Albany, NY   06/00 – 06/06
– Headed all tactical executions of the Trans World Entertainment retail platforms (FYE – for your entertainment, Strawberries, Coconuts, Wherehouse, Spec’s Music); point-of-purchase (POP) signing/visual merchandising
– Coordinated the concept and design development for FYE brand launch, store redesign, and fye.com relaunch
– Managed all tactical executions for Visa (priority on Visa Extras, United, and Capital One) projects

MERCHANDISE MANAGER / GUITAR TECH / LIGHT TECH, EMPHATIC
Omaha, NE   08/11 – 01/12
– Managed all merchandise and production needs for National Touring Act/Atlantic Recording Artist EMPHATIC
– Responsible for all equipment needs (guitar tuning/restringing/maintenance, amplifier upkeep/maintenance, etc.)

EDUCATION
ASSOCIATE IN APPLIED SCIENCE, SYSTEM AND NETWORK ADMINISTRATION
Hudson Valley Community College, Troy, NY    Graduated: May 2018
– GPA: 3.75, President’s List each semester attended
– Internship: St. Peter’s Hospital (Client Analyst)

BACHELOR OF SCIENCE, BUSINESS ADMINISTRATION / MARKETING
The College of Saint Rose, Albany, NY    Graduated: May 2000
– GPA: 3.75, Dean’s List each semester attended
– Internships: Poweradz.com, Road Runner High-Speed Online, Northeast One Stop
– American Marketing Association: Student Marketer of the Year 1999-2000 award winner
– 1999-2000 School of Business Outstanding Efforts Award, April 2000
– Inductee / President of the Delta Mu Delta Business Honor Society Chapter at The College of Saint Rose, 2000