Summary
Overview
Work History
Education
Skills
Websites
KEY AREAS OF IMPACT
LEADERSHIP SKILLS
CORE COMPETENCIES
Timeline
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Akili Gray

Fort Worth,TX

Summary

Visionary information technology leader with almost two decades of experience steering end-to-end operations and streamlining service delivery. Talented at anticipating, discovering, and addressing major IT incidents to drive problem resolution. Adept at overseeing high-profile budgets, saving costs, and achieving bottom-line outcomes. Innate ability to leverage comprehensive product knowledge to serve as a Product Owner and implement cutting-edge mobility solutions. Renowned for developing and aligning IT strategies with business objectives to drive growth and accelerating operational efficiency.

Overview

18
18
years of professional experience

Work History

Manager of IT Mobility Services

Forward Air
01.2020 - 01.2024
  • Drove optimal service delivery by building and strengthening long-term relationships with various managed service providers.
  • Aligned mobility hardware solutions with business needs and user requirements by acting as Product Owner.
  • Accelerated processes and minimized costs by overseeing procurement and defining strategic approaches for mobility hardware.
  • Achieved smooth transitions and integration by onboarding acquired companies into the existing mobility infrastructure.
  • Optimized operational efficiency and customer experience by executing a state-of-the-art driver kiosk program at the top 15 volume locations.
  • Key Achievements:
  • Achieved successful MDM Migration from Mobile Iron to Soti across more than 4.3K devices.
  • Completed the Mobility Migration of 1300 Honeywell WinCE mobile handheld devices to Zebra Android Tablets across 88 locations.
  • Generated annual savings worth $150K by discovering and terminating underutilized Verizon Data Lines.

Help Desk Manager

Forward Air
01.2014 - 01.2020
  • Strengthened endpoint security and disaster recovery through effective identification and capitalization of initiatives.
  • Maximized team performance and growth by overseeing recruitment, training, and evaluation processes.
  • Enabled successful project completion by directing procurement processes and spearheading all project lifecycles.
  • Key Achievements:
  • Ensured provision of optimal technical support and service for end-users by delivering leadership to a team of up to 14 technicians.
  • Increased technical support efficiency by leading high call volumes and responding to over 3.5K calls monthly.
  • Elevated user satisfaction by managing customer expectations of support and technology functionality.
  • Optimized incident resolution and team collaboration by planning and orchestrating various daily stand-up meetings.
  • Enhanced endpoint provisioning and driver mobility solutions across 88 locations by onboarding two managed service providers.
  • Restored user applications and file access during cyber recovery by leading the cyber disaster recovery team.
  • Served as a key stakeholder during transition of helpdesk services team from in-house to offshore teams, while delivering onboarding and training support, hardware revisioning, and incident management.

Help Desk Supervisor

Forward Air
01.2011 - 01.2014
  • Increased efficiency of onboarding and offboarding of user system access by supervising a team of six technicians.
  • Streamlined hardware and software support and incident management processes to amplify help desk capabilities.
  • Key Achievements:
  • Improved team skills by updating technical support best practices.
  • Built and rolled out the first ever Incident Management Application Service Desk Plus across the organization.
  • Attained optimal service delivery by devising and implementing impactful help desk policies and procedures.

Technical Support Specialist

Forward Air
01.2006 - 01.2011
  • Amplified user productivity through provision of high-quality hardware and software support to end users.
  • Documented comprehensive support interactions for future use.
  • Facilitated swift resolutions by monitoring and escalating critical incidents to appropriate departments.
  • Key Achievements:
  • Identified and addressed 35 technical support inquiries.
  • Ensured reliable and efficient iSeries systems operational workflow through successful implementation and maintenance.

Education

Certified Scrum Master (CSM) -

Scrum Alliance

Diploma - undefined

Benedictine High School
Detroit, MI

Skills

  • Service Now
  • Jira
  • Bomgar
  • Office 365
  • Active Directory
  • ISeries (AS400)
  • Solar Winds
  • MDM (Soti, Mobile Iron)
  • Soti

KEY AREAS OF IMPACT

  • Team Leadership: Recognized as a strong leader; fully capable of building, training, and empowering onshore and offshore technical teams with a focus on skills and performance improvement.
  • Service Delivery: Demonstrated ability to conduct companywide process analyses, uncover areas of improvement, and implement optimizations. History of success in revamping organizational functions to enhance service delivery.
  • Project Management: Proven expertise in championing and delivering large-scale IT projects from inception to completion. Well-versed in allocating resources and maximizing efficiency across the entire project lifecycles.

LEADERSHIP SKILLS

  • Visionary
  • Mentoring & Coaching
  • Integrity
  • Communication
  • Decision Making
  • Negotiation
  • Conflict Resolution
  • Problem Solving
  • Strategy Development

CORE COMPETENCIES

  • IT Operations Excellence
  • Project Planning & Delivery
  • Business Process Improvement
  • Incident Management Systems
  • Stakeholder Management
  • Risk Management
  • Strategic Planning & Execution
  • Service Delivery Management
  • Resource Allocation
  • Budget Management
  • Agile Mythology
  • ITIL Mythology
  • Staff Training & Guidance

Timeline

Manager of IT Mobility Services

Forward Air
01.2020 - 01.2024

Help Desk Manager

Forward Air
01.2014 - 01.2020

Help Desk Supervisor

Forward Air
01.2011 - 01.2014

Technical Support Specialist

Forward Air
01.2006 - 01.2011

Diploma - undefined

Benedictine High School

Certified Scrum Master (CSM) -

Scrum Alliance

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