James (not Jim) Griffith

James (not Jim) Griffith

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location of James (not Jim) GriffithDurham, North Carolina, United States

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  • Timeline

  • About me

    Automation Engineer at NetApp's Lab on Demand

  • Education

    • Key West High School

      -
    • Florida Keys Community College

      2004 - 2006
  • 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
  • Licenses & Certifications

    • Command Line Essentials: Git Bash for Windows

      Udemy
      Nov 2017
      View certificate certificate
    • Tactics for tackling difficult people in life and work

      Udemy
      Oct 2017
      View certificate certificate
    • NetApp Certified Data Administrator, ONTAP

      NetApp
      Sept 2016
      View certificate certificate
    • Short and Sweet: Next-Level Git and GitHub - Get Productive

      Udemy
      Apr 2018
      View certificate certificate
    • Ansible for the Absolute Beginner - Hands-On - DevOps

      Udemy
      Aug 2018
      View certificate certificate
    • Learn Git by Doing: A step-by-step guide to version control

      Udemy
      Jan 2018
      View certificate certificate
    • Git Going Fast: One Hour Git Crash Course

      Udemy
      Jan 2018
      View certificate certificate
    • How to Improve Communication Skills at Work

      Udemy
      Oct 2017
      View certificate certificate
    • Docker for the Absolute Beginner - Hands On - DevOps

      Udemy
      Jul 2018
      View certificate certificate
    • NetApp Certified Data Administrator, ONTAP (NCDA ONTAP)

      NetApp
      Sept 2016