Experienced technical and customer relationship manager dedicated to providing world class support. Specialties: Critical situation communications techniques, resource allocation, resource planning, crisis management, customer advocacy

Territory Manager, Customer Assurance Program @ From January 2013 to Present (3 years) Critical Accounts Manager @ VCE, the Virtual Computing Environment Company formed by Cisco and EMC with investments from VMware and Intel, accelerates the adoption of converged infrastructure and cloud-based computing models that dramatically reduce the cost of IT while improving time to market for our customers. VCE, through the Vblock platform, delivers the industry's first completely integrated IT offering with end-to-end vendor accountability. VCE's prepackaged solutions are available through an extensive partner network, and cover horizontal applications, vertical industry offerings, and application development environments, allowing customers to focus on business innovation instead of integrating, validating and managing IT infrastructure. From November 2011 to January 2013 (1 year 3 months) Business Critical Account Manager @ Manage Business Critical/ Premier Accounts during all phases of service delivery, monitor service level agreements, proactively manage technical support issues and coordinate with internal and external customers during system outages. Act as the customer advocate within Symantec for all accounts, responsible for overall account satisfaction and retention, acting as the focal point and driving force during outages. Work from remote location and responsible for 24/7 response to high severity issues. Coordinate follow the sun support and engage backline and engineering resources as needed, responsible for providing metrics reporting and root cause analysis. From December 2003 to November 2011 (8 years) Project Manager @ Manage nationwide installation of UPS's, manage site inventory, cable identification labeling and equipment audit for Bank One sites. Update and increase Source's vendor database to obtain competitive pricing. Respond to RFP/RFQ's for multi vendor services. Act as Source, Inc. subject matter expert on Octel products for new business opportunities. Manage staff consisting of engineers, help desk and installation coordinators. Provide all monthly reports/metrics for Bank One telecom projects and tickets. From January 2003 to December 2003 (1 year) Technical Account Manager @ Manage sales and support cycle for Timera's enterprise workforce management (human capital) software. Manage existing customers, selling maintenance and upgrades, supporting multiple versions, product demonstration of windows based and web based products. Implementation of retail, specialty and call center clients. Maintained accurate documentation using available tools (salesforce.com).Taught forecasting and scheduling to prospects and new clients. From April 2001 to May 2002 (1 year 2 months) Consultant @ Neteffect Supported Unified Communications Solutions and Cisco ICM applications. Deploy and support Openwave's Intermail Kx products. Provide initial delivery of various hardware solutions and installation of operating systems and vendor specific applications. Managed 6 junior consultants and trained on unified messaging solutions. From October 2000 to January 2001 (4 months) Technical Support Engineer @ Cisco Systems Provide technical support on the Cisco ICM/NAM (Geotel) product line. Verifying software release/ updates/ hotfixes and updating as necessary, functions include requesting new functionality or code fix when issues are discovered through testing or live customer issue. Act as driving force when issues are escalated and maintain customer rapport during issue resolution. From May 2000 to October 2000 (6 months) Technical Support Manager @ Managed Global Network Operations Center and Call Center. Responsible for polling, error dispatching, remote access, after hour's maintenance and diagnostics of over 1800 systems worldwide. Provide close supervision to a team of Technical Support Engineers and Customer Support Engineers, ensure adherence to policies and ISO procedures. Provide focal point for customer escalations and ensure satisfaction of customer and account. Technical Support Engineer 3 - Team lead for voicemail and pbx systems technicians. Provide performance reports to senior management, training of new personnel, monitoring of trouble ticket queues and point of contact for new product offerings, provide technical support and project management to field offices, monitoring customer networks on a global scale, remote and on-site support for installations, hardware replacement and upgrades. Provide 2nd and 3rd level support for field service engineers. Field Service Engineer 2 - Supported the VMX/ Octel product line. Ensuring customer satisfaction in the operational quality of equipment, systems and applications. Installation, testing, repair, troubleshooting, maintenance duties on equipment and systems located on customer premise. Provide telephone or on-site technical support for the resolution of hardware, software and application problems. From January 1996 to May 2000 (4 years 5 months) Sgt 2515/ 2512 Field Communications, Wire and Switching Technologies @ Desert Storm vet specializing in Field Wire Communications, telecom switching and central office operator maintainer. From August 1988 to February 1996 (7 years 7 months)

SDI From 2011 to 2012 University of North Texas From 2004 to 2005 Brookhaven Community College From 1998 to 1999 RL Turner James Walk is skilled in: Account Management, Telecommunications, Project Management, Technical Leadership, Situational Leadership, Key Account Management, Technical Training, Technical Management, Telecommunication Industry, Information Management, Performance Reporting, Business Reporting, Service Operations, Customer Service, Crisis Management