Craig Nordmoe Email & Phone Number

Rochester, Minnesota Area

Provide technical support and education for IBM iSeries Support Center • Serve as Subject Matter Expert the IBM iSeries operating system customer support team.• Increase customer satisfaction by answering and resolving customer questions in the areas of general operating system, security, and auditing.• Reduce the support center reliance on development and increased the technical expertise in the support center by creating and presenting education sessions on system internals and interpreting customer problem documentation.• Instruct and provide technical expertise to other support staff to increase their understanding of the iSeries operating system and allowing them to review customer documentation and resolve customer concerns.• Facilitate customers diagnosing and solving their own operating system concerns by creating and maintaining KnowledgeBase documents.

Software Engineer, iSeries Support Center 2000 – 2009 Served as SME and primary contact for the IBM iSeries operating system customer support team.• Increased customer satisfaction by answering and resolving customer questions in the areas of general operating system, security, auditing, and backup and recovery.• Reduced the support center reliance on development and increased the technical expertise in the support center by creating and presenting education sessions on system internals and interpreting customer problem documentation.• Enabled customers to keep their iSeries current and supported by guiding them through operating system upgrades and operating system maintenance.• Instructed and provided technical expertise to other support staff to increase their understanding of the iSeries operating system and allowing them to review customer documentation and resolve customer concerns.• Facilitated customers diagnosing and solving their own operating system concerns by creating and maintaining KnowledgeBase documents.• Reviewed team education and certification tests to verify that the technical information is correct, current, and meaningful.Software Engineer, Operating System Development 1988 – 2000 • Created system code for IBM iSeries operating system. Development included all areas of the software development cycle, high level design, low level design, code, component and regression test.• As a member of the programming support team, debugged problems and kept the IBM internal lab systems up and running.