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E s t r e l l a   G r a y

458 Blue Park Ave, Tan Rafael CA 101010

(415) 252-1230 | estrella@gmail.com

Transforming Your Relationship to Technology

Endsight Ranked #46 Worldwide  on 2009 MSP 100 List Most Profitable Accounts LLGM [Labor Load of Gross Margin] Goal is 70% - Assigned Clients 12 Month Average is 85% 85% Close Rate on Presented Proposals Excellent Performance on Last 5 Reviews Lowest Client Turnover Across All TAM’s Managed Clients Worth $125K in Monthly Recurring Revenue Closed $732K of Additional Services in 2010 Demonstrated Innovation in Developing New 2.0 Version of ‘IT Strategy Review’ Saved 10 Hours / Review With Enhanced Deliverables Strong Consultative Skills and Experience Natural Inter-Departmental  Team Builder Strong Business Acumen Breadth and Depth of Technical Experience Responsible for 13 Separate Company Infrastructures SBS 2008 Certified Last Performance Review Awarded 99% on SA Score Card Strong Application Development and Product Management Skills Managed Team of 15 Off-Shore Developers for 3 Years Application Support Release Management Application Training 24x7 Environment Global E-Mail Management & Support Centralized Backups Data Center Management and Disaster Recovery Centralized Anti-Virus 24/7 Environment $17M Enterprise Support Contract Managed 30 Employees Across Two Campuses Responsible for Client Services and Engineering Enforced Standardized Computing Environment MCSE 4.0 Certified Microsoft Solutions Provider Pre-Sales Engineering Role Helped to Build the Microsoft Practice as Novel Declined Microsoft Team Lead Fortune 50 - Project to Develop the Next Generation NT Based Call Center Application Enterprise Application Development Experience Managed the  Application Implementation at Call Centers Managed the 3rd Level Support Team Once Live in Production

Endsight [www.endsight.net]                                                                        12/2009 – Present Division:  Managed Services Job Title:  Technical Account Manager [TAM] Reporting To:  VP of Client Strategy / Partner Job Role:  TAM’s are entrusted with assigned accounts Proven Performance: Assigned Responsibility for 25 Clients – Responsible for 30% of companies monthly recurring revenue ~ $125,000/Month: §  Lowest client turnover across all TAM’s §  Act as the coordinator of client service across departments [Response Center, NOC and Professional Services] §  Manage profitability of accounts based on LLGM [Labor Load of Gross Margin] – TAM Goal is 70% and my average over the last 12 months is 85% LLGM making my clients the most profitable company wide §  Assigned client accounts are the most technically stable and experience the least amount of emergency/unscheduled down time §  Proven ability to excel in the TAM role – All performance reviews have been excellent Drove Project Work to Professional Services – Responsible for completing an in depth IT Strategy Review for all assigned clients on an annual basis.  From these strategy reviews and ad hoc client requests, prepare project proposals, statements of work, and builds of material.  §  Responsibility to farm assigned accounts and close recommended/requested proposals §  Attend all post project review meetings §  Over last 12 months I have maintained an 85% close rate on presented proposals §  Generated $732K in hardware, software and project work during 2010 Took On Special Project – The 1.0 version of Endsight’s IT Strategy Review process was cumbersome and time consuming.  Took on a project to improve the review process and client deliverables.  This project resulted in: §  Documentation of Endsight best practices §  Development of a client network risk scoring system to be used for internal analysis §  Reduced average time to complete an IT Strategy Review by 10 hours §  An example of the 2.0 version of the ‘IT Strategy Review’ is available upon request Transferable Skills – My time at Endsight has given me much practice in the following areas §  Ability to juggle a large number of open items and client requests without dropping the ball §  Exceptional communication skills – written, verbal and presentation §  Natural ability to communicate complex projects and issues to both technical and non-technical audiences alike §  Natural relationship builder – able to instill confidence and build lasting client relationships §  Able to perform deep dive annual IT strategy reviews §  Proven ability in closing the deal – achieved an 85% close rate on prepared and presented proposals §  Expert knowledge in ConnectWise, Kasaya, Office, Mind Manager and Visio Endsight                                                                                                              5/2008 – 11/2009 Division:  Managed Services Job Title:  Senior Systems Engineer Reporting To:  VP of Engineering / Partner Job Role:  Primary Systems Administrator for Assigned Accounts Primary technical point of contact for all assigned accounts [13]  Responsible for client documentation as well as completion of weekly, monthly and quarterly maintenance tickets automatically generated for each client Required to work well across departments – Professional Services and Response Center Webcor Builders [www.webcor.com]                                                                    2003 – 2007 Division:  Webcor Technologies Job Title:  Senior IT Project Manager Reporting To:  VP of Application Integration Assigned Role:  To actively seek out operational inefficiencies and discover departmental key frustrations throughout the company.  Develop innovative technical solutions aimed at eliminating identified inefficiencies and/or key frustrations through an integral approach to application development and project management. §  Product management for a custom .NET application [iPortal] designed to extend the capabilities of Timberline accounting system §  Worked one-on-one with CEO of India based software development company that exclusively coded for Webcor [Team of 15 developers] §  Wrote functional specification documents for each of the 6 developed modules §  Gathered extensive input for specification from each division/department VP §  Provided on-going production support for iPortal §  Managed all releases and upgrades to iPortal §  Primary training responsibility as new modules released and/or for upgrades Duty Free Shops [www.dfsgalleria.com]                                                               2001 – 2002 Division:  Corporate IT | Enterprise Support Job Title:  Senior Manager of Technical Services Reporting To:  Director of Technical Services | 5 Direct Reports Enterprise Responsibility: §  24x7 E-Mail Support – 13 regions world wide | 1600+ clients §  24x7 Web Support – www.dfs.com www.sephora.com §  SFO HQ Support – 1100+ clients | 86 NT & 2000 servers §  3rd Level Support for Regions §  Corporate IT Standards and Administrative Policy | Procedures Caspian Consulting Group, Inc.                                                                                1998 – 2001 Division:  Client Responsibility for Delta Dental Insurance of California Job Title:  Director of Technical Services & Engineering Reporting To:  CEO | 4 Direct Reports | Accountable for 30 Employees on 2 Campuses Enterprise Responsibility: §  $17 Million Annual Support Contract §  Microsoft Server Support & Maintenance for 3 Campuses §  Total of 145 NT 4.0 Servers | Exchange 5.5 | SQL 6.5 & 7.0 §  Desktop Support for 2100+ Clients §  24x7 E-Mail Support  & 24x7 Web Support – www.deltadentalca.com §  Maintenance of Standards | Configuration Management | Change Control §  Primary Interface to Application Development Team Desktop Products [www.deskprod.com]                                                                    1996 – 1998 Division:  Technical Services & Integration                                                 Job Title:  Senior Microsoft Engineer [Team Lead] Reporting To:  CEO Customer Responsibility:  §  First Microsoft engineer on staff – build the Microsoft engineering team §  Worked closely with the CEO and Director of Sales to grow the practice §  Team lead for three other MCSE’s [MCSE 4.0 Certified] §  Primary SQL Administrator and Exchange resource internally and to clients §  Primary pre-sales engineer MCI                                                                                                                                 1994 – 1996 Division:  Operations for Sales and Customer Service                      Job Title:  Manager 3rd Level Support - NT/BackOffice Reporting To:  Director of Operations Enterprise Responsibility:  §  Microsoft operations lead assigned to application development team  §  18 month project to develop and pilot next generation NT/BackOffice based call center application §  Managed a team of 4 for the implementation of the new call center application.   §  Deployed developed application to 4 telemarketing centers [44 NT 3.51 servers and 2000 workstations] §  Provide ongoing support and maintenance for call center application. §  Strong understanding of the application development process §  By having network engineers embedded with the development team we were able to ensure the product met networking best practices and was easily deployed and supported

Formal Education

100% Financed Through Work, GI Bill and Hazelwood Act

Army Achievement Medal Awarded in 1988

University of North Texas                                                                                                                                             Denton, TX

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MBA –Production Operations                                                                                                                                            8/1993

BS – Accounting                                                                                                                                                                     8/1991

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