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- 1. JAMES M. WILKERSON Cary, NC 27513  919-656-7938  wilkerj@gmail.com  http://www.linkedin.com/in/jimwilkerson48 TECHNICAL SUPPORT ENGINEER Issue Escalation Focal ▪ Effective Case Management / Resolution ▪ Workload Distribution Experienced in working with technical support and development teams to consistently exceed customer SLA targets and maintain high customer satisfaction. Global experience in optimizing support operations through collaboration with account management, process execution, workload distribution, and effective escalation management. Core competencies include:  Hardware / Software / OS Problem Determination  Cross-functional Team Collaboration  Remote Installation and Configuration  SLA and ISO 9000 Compliance  C-level Customer Relations  SIR and RCA Documentation PROFESSIONAL EXPERIENCE NetApp at Morrisville, NC 2012 to Present WorkforceLogic/NetApp 2012-2013 Technical Support Engineer III Provide support for diagnosing, reproducing, and fixing software and hardware issues for globally based customers, including secure and Fortune 100/500 enterprise locations.  Live call queue supporting NetApp hardware and proprietary Data ONTAP operating systems.  Remote email support for all customers across all supported geographies.  Remote session administration with customer systems for advanced issues utilizing Cisco WebEx Web Conferencing.  Host configuration and troubleshooting of SAN and NAS connectivity for Linux and Windows Server operating systems.  Installation and support for host based NetApp proprietary systems management and backup solutions.  Hardware setup and configuration for all NetApp FAS and VSeries storage controllers.  Brocade switch troubleshooting and network diagnostics including base connectivity and configuration.  Mentor for the enablement of the Level 1 teams in the remote center located in Bangalore, India. Duties include escalation consultations, case sweeps, and instruction in required subject areas. Computer Task Group – IBM at Research Triangle Park, NC 2010 to 2012 Remote Technical Support Provide Level 2 remote support for IBM Systems Director management software on IBM System x and System i server platforms. Worked with Product Engineering and Development teams on product defect isolation and resolution.  Live call queue work for US and Canadian based customers.  Remote email support for worldwide based customers.  Remote session administration with customer systems for advanced issues utilizing both IBM Assist On-site and LotusLive remote access software.  Linux and Windows Server operating system installation and configuration along with system and user level process troubleshooting.  Intel/AMD based server hardware and software configuration including, network configuration, SAN and NAS access for Linux, Windows, and VMware ESX based environments. IBM– Research Triangle Park, NC 1993 to 2010 Technical Metrics Coordinator, IBM BladeCenter & System x (Global Technology Services) (2007 to 2010)
- 2. Created and implemented all metrics operations for RTP support teams with a combined 90 employees.  Established a unified metrics process for product engineering and remote client support for both RTP and global teams that provided the company’s first true representation of workload, headcount, and work sources for all teams and enabled better planning and budgeting — won IBM Bravo Award.  Delivered support for problem-tracking applications on Windows and Linux-based workstations; worked with application development teams to resolve defects and enhance functionality.  Significantly reduced report generation time for RTP and Asian support organizations by creating SQL queries for data mining and table / chart generation.  Played a key role in reducing warranty costs by contributing to the development of a level 1 troubleshooting process required for part replacement approval and analyzing returned parts to identify misdiagnoses.  Received 9 IBM Thanks awards for delivering workstation, server, and metrics support to other IBM teams and divisions. Technical Team Lead, IBM BladeCenter Support (Servers, Storage, & Printing Group) (2004 to 2007) Performed scheduling and caseload management for 18-member level 2 support team providing advanced technical support for worldwide customer base.  Expedited issues resolution through effective coordination of product engineering, development, situation office, marketing, field support, and internal support teams.  Continually met or surpassed level 1 response time SLA compliance target of 90%, achieving 95% response time SLA compliance by mid-2006, and effectively balanced team caseloads — recognized with Technical Support and Leadership Award.  Increased team’s workload capacity 33% within 2 years through a revised scheduling program, a new case management process, and increased communications with both the US field teams and global support teams.  Managed inventory for all lab systems, including equipment ordering, tracking, and verification — achieved 100% inventory reconciliation for each corporate audit and met all capital budget challenges.  Ensured optimal support lab functioning through workstation and server support.  Maintained full ISO 9000 process compliance, ensuring appropriate processes and documentation were in place — passed all corporate audits from 2004 to 2007. Technical Team Lead, Worldwide x Series Support, Personal Systems Help Center (2001 to 2004) Prioritized and managed work distribution for 17-member team providing advanced technical support for Netware, OS/2, and Windows server hardware and software issues to a global customer base. Served as primary contact for escalations from worldwide level 2 support centers.  Guided collaboration between worldwide x Series team and product engineering to expedite resolution of escalated issues with all server platforms, including hardware defects and firmware / BIOS code issues.  Established level 1, and level 2 support teams (54 combined employees) in China to support x Series customers throughout the greater China region.  Received Technical Team Leadership Award for consistently surpassing service level agreement (SLA) target and maintaining desired staffing levels, ensuring excellent customer responsiveness. Technical Support Specialist, Worldwide Level 2 Support, Personal Systems Help Center (1995 to 2001) Technical Support Specialist, US Level 1, Personal Systems Help Center (1993 to 1995) Progressed through technical support roles of increasing scope to serve as the primary contact for global executive-level customer relations regarding all PC server platforms and escalation point for all internal help centers on hardware / software development issues.  Developed and taught introductory and advanced operating systems classes for new employees and level 1 to level 2 support personnel.  Co-authored OS/2 Certification exams for OS/2 Warp v 4.0 implemented globally.  Honored with customer service excellence award and team recognition awards for quick customer response time, superior customer feedback, and outstanding teaming to resolve customer issues.
- 3. EDUCATION & TRAINING Master of Information Technology (June 2011) AMERICAN INTERCONTINENTAL UNIVERSITY – Hoffman Estates, IL Bachelor of Science in Electrical Engineering (1989) UNIVERSITY OF MISSOURI-ROLLA – Rolla, MO Professional Development Management Ready  Team Building  OS and Hardware Certification Preparations