Akili Gray
Fort Worth,TX
Summary
Seasoned IT Professional with over 30 years of experience in Technical Support, Vendor Relations, Personnel Management, Strategic Planning, Budgeting, Procurement, Asset Management, and Project Management. Proven expertise in managing technical teams, developing strategic initiatives, and overseeing complex IT projects. Demonstrated success in vendor management and procurement, with a focus on cost reduction and process improvement. Technical Support & Troubleshooting Vendor Relations & Management Personnel Management & Team Leadership Strategic Planning & Budgeting Procurement & Asset Management Endpoint Security & Disaster Recovery Project Management Incident Management Mobility Solutions Service Desk Plus, Service Desk, Jira, Office 365, iSeries Mobile Iron, Soti
Overview
18
18
years of professional experience
1
1
Certification
Work History
Manager of IT Mobility Services
Forward Air
10.2020 - 06.2024
- Managed relationships with Managed Service Providers to ensure optimal service delivery
- Acted as Product Owner for mobility hardware solutions, ensuring alignment with business needs and user requirements
- Oversaw procurement for mobility hardware, developing and implementing strategies to streamline processes and reduce costs
- Achievements:
- Successfully led the MDM Migration from Mobile Iron to Soti
- Implemented Mobility Migration of 1300 Honeywell WinCE mobile handheld devices to Zebra Android Tablets across 88 locations
- Identified and terminated Verizon Data Lines with 0 utilization, saving $150,000 annually.
Help Desk Manager
Forward Air
05.2014 - 11.2020
- Led team of up to 14 technicians, providing technical support and service to end-users
- Managed endpoint security and disaster recovery initiatives
- Oversaw personnel management, including recruitment, training, and performance evaluation
- Directed procurement processes and managed project lifecycles from inception to completion
- Managed high levels of call flow and responded to over 3500 technical support calls a month.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Achievements:
- Implemented Daily Stand-Up meetings, significantly improving incident efficiency and team collaboration
- Onboard 2 Manage Service Providers for Endpoint Provisioning and Driver Mobility Solutions for 88 locations
- Led team involvement in Cyber Disaster Recovery, successfully restoring user applications and file access with recovery key.
Help Desk Supervisor
Forward Air
02.2011 - 05.2014
- Supervised a team of 6 technicians, ensuring efficient onboarding and offboarding of user system access
- Managed hardware and software support, along with incident management processes
- Developed and implemented help desk policies and procedures to improve service delivery
- Assisted with updating technical support best practices for use by team.
- Achievements:
- Implemented Incident Management Application Service Desk Plus.
Technical Support Specialist
Forward Air
09.2006 - 02.2011
- Provided hardware and software support to end-users, enhancing user productivity
- Implemented and maintained iSeries systems, ensuring reliable and efficient operations.
- Resolved 35 technical support inquiries per day.
- Documented support interactions for future reference.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
Education
Southern University
Baton Rouge, LA1992
Skills
- Team Leadership
- Complex Problem-Solving
- Staff Training and Development
- Strategic Planning
- Project Management
- Budget Control
Certification
Certified Scrum Master CSM
Timeline
Manager of IT Mobility Services
Forward Air
10.2020 - 06.2024
Help Desk Manager
Forward Air
05.2014 - 11.2020
Help Desk Supervisor
Forward Air
02.2011 - 05.2014
Technical Support Specialist
Forward Air
09.2006 - 02.2011
Southern University
Certified Scrum Master CSM
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