Michael D. McGrath
Solutions Architect at Blue Mantis- Claim this Profile
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German Full professional proficiency
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French Limited working proficiency
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Dutch Limited working proficiency
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Spanish Limited working proficiency
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Italian Limited working proficiency
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Papiamento Elementary proficiency
Topline Score
Bio
John Henry Heeks
I first met Mike over 15 years ago while we worked together at Xerox. Although Mike and I never worked directly on the same team, I got to know Mike as being dedicated and very capable in support of his role and responsibilities. There were times when my team needed access to unique system models and configurations, and Mike was always extremely supportive in enabling access to his lab so we could conduct our work. It was always good to see Mike in the Xerox halls with a friendly greeting. I would certainly be appreciative to have the opportunity to work with Mike again in the future.
Peter Hovey
I worked with Mike for a number of years when we both worked for Xerox. He is a wealth of knowledge and passionate about his work. He was a pleasure to work and always eagar to help in anyway he could. I would strongly recommend him for any employment opportunity.
John Henry Heeks
I first met Mike over 15 years ago while we worked together at Xerox. Although Mike and I never worked directly on the same team, I got to know Mike as being dedicated and very capable in support of his role and responsibilities. There were times when my team needed access to unique system models and configurations, and Mike was always extremely supportive in enabling access to his lab so we could conduct our work. It was always good to see Mike in the Xerox halls with a friendly greeting. I would certainly be appreciative to have the opportunity to work with Mike again in the future.
Peter Hovey
I worked with Mike for a number of years when we both worked for Xerox. He is a wealth of knowledge and passionate about his work. He was a pleasure to work and always eagar to help in anyway he could. I would strongly recommend him for any employment opportunity.
John Henry Heeks
I first met Mike over 15 years ago while we worked together at Xerox. Although Mike and I never worked directly on the same team, I got to know Mike as being dedicated and very capable in support of his role and responsibilities. There were times when my team needed access to unique system models and configurations, and Mike was always extremely supportive in enabling access to his lab so we could conduct our work. It was always good to see Mike in the Xerox halls with a friendly greeting. I would certainly be appreciative to have the opportunity to work with Mike again in the future.
Peter Hovey
I worked with Mike for a number of years when we both worked for Xerox. He is a wealth of knowledge and passionate about his work. He was a pleasure to work and always eagar to help in anyway he could. I would strongly recommend him for any employment opportunity.
John Henry Heeks
I first met Mike over 15 years ago while we worked together at Xerox. Although Mike and I never worked directly on the same team, I got to know Mike as being dedicated and very capable in support of his role and responsibilities. There were times when my team needed access to unique system models and configurations, and Mike was always extremely supportive in enabling access to his lab so we could conduct our work. It was always good to see Mike in the Xerox halls with a friendly greeting. I would certainly be appreciative to have the opportunity to work with Mike again in the future.
Peter Hovey
I worked with Mike for a number of years when we both worked for Xerox. He is a wealth of knowledge and passionate about his work. He was a pleasure to work and always eagar to help in anyway he could. I would strongly recommend him for any employment opportunity.
Credentials
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Six Sigma Master Black Belt
XeroxOct, 2010- Nov, 2024
Experience
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Blue Mantis
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United States
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IT Services and IT Consulting
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100 - 200 Employee
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Solutions Architect
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Jun 2023 - Present
Developed IT management solutions and provided strategic IT advice to our managed services customers. Responsible for all Managed Services sales support across a national sales team of over 20 account executives. Developed new services and go to market initiatives. Authored our Customer Success Strategy and operated as a Technical Account Manager for key clients Developed IT management solutions and provided strategic IT advice to our managed services customers. Responsible for all Managed Services sales support across a national sales team of over 20 account executives. Developed new services and go to market initiatives. Authored our Customer Success Strategy and operated as a Technical Account Manager for key clients
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Randstad Engineering US
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United States
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Staffing and Recruiting
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200 - 300 Employee
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IT Project Manager
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Jan 2023 - May 2023
Managing customer projects, including managed services and IT professional consultants ● Led 14 engineers & 3 contractors, creating a trusting, respectful team in the process ● Held staff retention steady at 99%, subsequently implementing a mentorship program ● Launch of two projects resulting in 86% decrease of customer wait times for parts/service and improvement to customer retention by 33% ● Aligned & validated customer requirements with Xerox products and services, ensuring the solutions proposed met customer objectives, and worked with Engineering to develop product enhancements and custom solutions resulting in 91% overall successful delivery of a solution Show less
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Transcat
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United States
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Computers and Electronics Manufacturing
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300 - 400 Employee
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Applications, Technical Service Manager
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Oct 2020 - Nov 2022
Leading adoption of new technology solutions, resources & infrastructure across organization ● Managed a robust Customer Support team of 24 analysts and 6 engineers in varied disciplines ● Eliminated old infrastructure, documentation while building an organized support process, decreasing inbound calls by 63% ● Reduced waste by 41% by merging multiple ticket systems into one, more streamlined system ● Improved overall performance by 30% via Lean Processes & formalized training of all levels ● Completed special projects by using effective decision making, critical thinking and time management skills resulting in 95% completion above target Show less
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Xerox
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United States
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Business Consulting and Services
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700 & Above Employee
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Software Engineering Manager
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Dec 2015 - Oct 2020
Manage technical escalation team dealing with finding resolution to customers SW/HW issues ● Managed a project portfolio of Xerox solutions, a SaaS network printing & document system● Created & updated project plans, budgets, staffing requirements, SOW, & billing estimates as required which increased employee retention by 40%● Supported all levels of Support & Customer Teams to address hardware & software commitment & product enhancements within mainline and one-off software releases● Provided technical resources to assess, plan and implement large, complex deployments Show less
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Manager, Customer Success
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Nov 2011 - Dec 2015
Manager of Customer Technical Support supporting critical issues in US & locations worldwide ● Liaison between Xerox & 3rd party vendors for all communications, SW releases & publications ● Responsible for communicating new Xerox products to SW Development partners worldwide● Researched user behavior and led tactical roadmap discussions across multi-functional teams● Managing, distributing patches, special releases & leading all meetings on test status/bug fixes
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Customer Experience Manager
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May 2005 - Nov 2011
Lead 16 engineers, 2 HW Techs in Tier III focused on resolving critical customer problems ● Managed Technical Support teams located in the Americas, Australia, Europe and India● Managing & distributing SW/HW releases, leading weekly test status meetings, bug fixes,● Enhanced customer satisfaction ratings by resolving technical, on-site account issues efficiently● Defined and designed the Technical Support eService's portal that contains product/support information for self-serve customer functionality and designed UI support modules for the Customer Support portal.● Created the Support SOPs, SLAs, and RFPs for Sales, Partners, and Product Marketing.● Managed the tier 1-3 support engineers in North and South America along with India.● Created and updated training and procedures manual for Support Engineers and customers.● Lead for Engineering, Product Marketing, and Development: prioritize bugs and custom requests. Show less
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Senior Software Customer Support Engineer
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May 1996 - May 2005
Directed testers & confirming test plans, workflows were followed & issues reported professionally● Evaluated internal processes recommending changes to improve productivity, quality of service, cost-effectiveness by 35% ● Empowered Tech Support & Operations teams with goal to exceed customer gratification by previous metrics when supporting customers, partners, & field engineers across all time-zones● Domestic/Worldwide travel to lead communications between Xerox teams, customers & 3rd Party vendors with a success of 90%● Understanding of Agile software development and Scrum methodologies Show less
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Education
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2008 - 2010
American InterContinental University
Master of Business Administration - MBA, Computer and Information Sciences and Support Services -
2004 - 2006
American InterContinental University
Bachelor of Science - BS, Computer and Information Sciences and Support Services -
1998 - 2000
Monroe Community College
Associate of Science - AS, Computer and Information Sciences and Support Services
Community
