Nate W. Cockerham, ITIL V4, LSSGB

Experience

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  Alcatel-Lucent

  Jan 2001 - Jan 2007

  Performed aggressively 24x7x365 system recovery, technical support, network troubleshooting, end-to-end in-depth analysis and Root Cause Analysis (RCA) of major cellular service providers’ core network equipment and call processing failures. • Performed end-to-end in-depth analysis and investigation, developed process improvements, corrective actions and preventative measures resulting in reduction in system “downtime” and minimizing outage re-occurrences.• Managed system recovery efforts and customer expectations during recovery and restoration, reducing service interruption time, increasing end-user experience and overall customer satisfaction.• Accelerated efficiencies by coordinating, managing and acting as team lead for post-mortem meetings with Software, Hardware personnel, reviewing defects/deficiencies and critical fix delivery.• Developed, presented and executed outage action plans, increasing customer knowledge and understanding of complex technical issues, satisfactorily addressing and resolving customer issues and concerns. Show less Served as customer facing central point-of-contact for market deliverables and resolution of technical issues during network deployment. Coordinated and led deployment and integration efforts of commercial market network launch. Collaborated and managed a cross-functional team, resolving open issues.• Planned, organized, and directed installation and deployment efforts of company and/or subcontractor personnel, meeting on-time deployment and delivery objectives.• Maintained system continuity through initial customer consultation, system design, installation, testing, and customer acceptance, raising customer confidence.• Delivered on-time technical solutions and successfully completed project milestones while maintaining customer satisfaction goals, resulting in increased revenue and additional business and growth opportunities. Show less

  • Mobile Switching Center, Outage & System Recovery Engineer

    Jan 2003 - Jan 2007

  • Market Integration Lead (Deployments & Integrations)

    Jan 2001 - Jan 2003
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  Nokia/Alcatel-Lucent

  Jan 2008 - Dec 2016

  Distinguished Member of Technical Staff/Customer Technical Advocate/Technical Account Manager

  World class customer liaison, customer-facing single point of contact; ownership and accountable for entire customer satisfaction and operational experience. Manages clients expectations. Primary technical interface and key escalation point. Subject matter expert (SME) and liaison between development, customer support, business and customer.Mapped company solutions to the customer’s unique business and technical requirements. Trusted advisor, voice of the customer to the organization on existing and new delivery issues and problems; delivered consulting services and technical leadership with revenue estimated over $200 million in End-to-End professional services: Pre/post sales technical support, engineering, installation integration, service level agreement (SLA) management and network deployments. Customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels. • Drove coordination of diverse teams across different business units, shortening interval from development to deployment.• Increased company revenue by collaborating with Technical Sales, Product Management, Systems Engineering and Account Executives ensuring repeatable and successful deliveries resulting in up-scope activities and new opportunities.• Enhanced communication by timely weekly reporting of program metrics to customer’s senior management and operational support.• Facilitated resolution for customer identified critical issues during product/feature/software deployments, increasing customer satisfaction.• Improved productivity by driving weekly status/update meetings with task owners and facilitated/conducted regular operation reviews (monthly, quarterly semi-annually), issue resolution meetings or briefings on current technical issues affecting entire network. Show less

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  Transform Customers' Vision & Requirements into Solutions, Revenue and Growth

  Jan 2017 - now

  Targeting Service Delivery Manager | Technical Account Manager | Customer Delivery Manager Roles

  Understanding needs, devising solutions, coordinate and collaborate throughout development, deployment, integration and product delivery.Targeting companies in need of high-level technical support and service delivery leadership to project teams, sales/account teams and customers. Customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels.Proactive single point of contact, consultant, liaison and trusted advisor accountable and responsible for the entire customer experience, relationship and satisfaction. Owns escalations and resolution of customer/client issues. Maintains close communication with customers as well as facilitates communication with technical support, product development and senior leadership. Identifies potential areas of customer concerns and makes recommendations based on recognized customers current and future business needs.Understands clients’ business and technology strategies, aligns current and future business solutions to those strategies, and advocates client needs/interests within product portfolio planning activities.Creative, inspiring leader, outstanding team builder (coaching & mentoring). Multi-task under extreme circumstances and narrow time-frames. Collaborative spirit, strong organizational skills, excellent communication, presentation and interpersonal skills. Effective at working independently, within groups or virtual setting. Outstanding ability to learn quickly, manage vendors and competing client/customer demands (adapt to change). Technical liaison between development, business and customer. A “bridge” between technical issues and non-technical people. Ability to lead, facilitate technical concepts and discussions, architecture and demonstrate product functionality.Available for consulting engagements as well as full time opportunities. Please contact me directly at nwcockerham@gmail.com Show less

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  MicroTrain Technologies

  Feb 2017 - Aug 2017

  Student/Professional Learner

  Pursing professional certifications: CompTIA Network+, ITIL, Lean Six Sigma Green Belt & VMware Certified Associate 6 – Data Center Virtualization

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  Infinite Computer Solutions

  Aug 2017 - Apr 2019

  Subscriber Data Management (SDM) Test Engineer (Sub-contractor to Nokia)

  Solution Level Testing (SLT), Software Quality Assurance and System Verification. Primary responsibilities; perform/install software upgrades, emergency patches and fixes, participates in all aspects of testing, including functional, regression, load and system testing. Execute (manual/automated) test scripts; analyze, record, verify and report test results. Reproduce defects/demonstrate defects to development test team and test manager/director. Perform regression tests, provide data analysis and root cause analysis as needed. . Review Method of Procedure (MOP) documents for completeness and accuracy. Experience with defect tracking tools such as Atlassian JIRA. Report incidents/system issues encountered during testing and ensuring issues are thoroughly documented from creation through closure. Show less

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  Pure Storage

  Aug 2019 - now

  Service Delivery Manager

  A representative for Pure support organization in the field and the key liaison for all things in the field related to Pure Storage for customers, partners and Pure Sales in the Central US Region. Extension of Pure support management team working closely with Support, Support Management and Support Escalation teams to deliver a world class support experience to our customers. Ensure the highest priority and awareness is in place to get the appropriate resources attention and support on issues our customer encounter. Show less