James (not Jim) Griffith

Experience

• 

  NetApp

  Mar 2011 - now

  A seasoned Level 3 Technical Support Engineer within NetApp's Global Support organization focused on continuous improvement of customer experience.Well versed in the Knowledge Centered Support (KCS®) mindset and practices as documented by the Consortium for Service Innovation™ and regularly coaching colleagues through learning the same practices. This has resulted in a solid knowledge base that provides not only peers but also NetApp customers with more accurate and concise documentation to provide resolution in a timely manor.I am consulted by colleagues and engaged with customer's globally as an escalation resource to provide clarity and progress on stangnate situations. I engage more resources when the scope of the challenge exceeds my own with the primary goal of creating progress and a positive experince for the customer.Overall, I have built a positive trust and respect with NetApp's Global Support leadership enabling me to grow as a leader along with continuously develop my own technical skills. Show less In this leadership role I provided my team of engineers advanced technical expertise and guidance to progress each customer case efficiently and accurately. I took ownership and became accountable for the team’s productivity and proactively added information to cases for the engineers. Served as an operational gatekeeper to ensure that the cases moved from my team to the next contain what is required for further research and timely resolution. Empowered the team with the confidence to develop themselves at the same time. Show less

  • Automation Engineer

    Jan 2019 - now

  • Technical Support Engineer 3

    Sept 2012 - Jan 2019

  • NetApp Level I Senior Support Engineer (SSE2)

    Mar 2011 - Sept 2012