Gene Jackson Email & Phone Number

Research Triangle Park

Research Triangle Park

• Responsible for the support of customer issues of greater complexity and/or customer’s requiring higher support visibility. In addition the responsibility includes the development of other technical support resources.
• Interface with CPR, engineering and design resources to through BURTs and/or EPS escalations to resolve internal Software related issues or identify interaction related issues with various external vendors.
• Predominant area of expertise is CIFS, NFS, networking, DP, performance, ClusterMode and trace analysis, Fpolicy, Virus scanners, and various other file based interaction methods with NetApp filers.
• Through the Burt and case resolution reviews, provided processes enhancement Burts to increase supportability for engineers and product improvement for customers.
• Ensure the development of Technical Support Engineers through lectures, demonstrations, and case escalations/sweeps.

Research

• As a member of NetApp’s Premium Global Support Team, provided support for NetApp storage customer issues and ensured customer issues were resolved in a timely and professional manner.
• Interface with senior support resources to provide hardware/software solutions to complex customer issues.
• Perform data collection, problem analysis, isolation and reproduction to resolve customer cases.
• Ensure proper case management, customer engagement, and follow up to ensure root cause analysis is determined.

• Global Product support for Avaya’s Innovative Communications Alliance with Microsoft, integrating Enterprise business systems with Microsoft Office Communicator Server 2007 through SIP networking and CTI Remote Call.
• Resolved integration and customer field support issues between Microsoft Office Communications Server 2007 and Exchange servers interfacing to CS1000/CS2100 and other networks.
• Routinely analyzed SIP and RCC messaging flows between Microsoft OCS users, Exchange 2007, PBX and PTSN clients to perform fault isolation/resolution.

• Contact for investigations of SIP lines solution issues. Worked across multiple GNPS and design teams to ensure functionality of SIP Carrier VoIP solutions using industry-standard VoIP protocols.
• Provided end-to-end support for customers, emergency recovery, and trial teams of the Nortel CS2K SIP line solution, including media/border control portals, soft and hard clients from multiple vendors.
• SIP Solution lab deployment, commissioning and support for GNPS verification of customer issues.
• Analyzed problems with external and internal SIP protocol tools, escalating to design when necessary issues regarding RFC compliance or performance to specifications were observed.

• Provided global design support for resolution of multi-vendor issues between Nortel, Customers, and third party equipment Vendors.
• Design and Sustainment Architect for SMA2 product portfolio.
• Global support prime for SMA2/GR303 critical issue analysis.
• Implemented transfer of design and product support activities to low cost centers.
• New Product Introduction lead for Integrated Channel Bank implementation for Global Support

Bachelor Of Science, Computer Science

Graduated - Summa Cum Laude

Associate Of Applied Science, Electronic Engineering Technology

Graduated - Summa Cum Laude