Jeff Craven Email & Phone Number

Apex, Nc, Us

• Directed the development of LiveNX's product roadmap, incorporating market research andcustomer feedback to enhance the NPM solution's features and user experience.• Delivered product roadmap presentations to clients, fostering customer engagement andcontributing to sales growth.• Collaborated with UX/UI teams to integrate a user-centered design philosophy, leading to improvedproduct usability and customer satisfaction.• Contributed to cross-functional efforts with Sales, Support, and Marketing to refine productfunctionality and support a successful rebranding and website redesign initiative.

Research Triangle Park, Nc

• Functioned as Product Owner for several SAFe Agile teams, guiding sprints and prioritizing backlogs to align with strategic objectives.• Provided technical expertise and leadership to Campus and Premise network support teams, mentoring staff and coordinating onboarding programs.• Communicated complex network designs and solutions effectively to both internal and external stakeholders.• Developed a Python application for analyzing network configuration backups, which provided nightly change alerts and correlation identification, significantly improving network security and stability.• Managed the oversight of a robust network infrastructure, maintaining operational excellence for 5,000 wired devices and 12,000 wireless access points.

Research Triangle Park, Nc

• Conducted a comprehensive assessment and led the successful transition to new Configuration Management Database (CMDB) and monitoring systems, enhancing operational efficiency and system reliability.• Established and managed a lab network, ensuring consistent functionality and availability of training equipment for technical skill development.• Developed knowledge management (KM) solutions and contributed to root cause analysis, improving resolution processes for critical incidents and bolstering system uptime.

Research Triangle Park, Nc

• Maintained a robust internal network infrastructure, ensuring optimal performance and reliability across Datacenter, Campus, and Branch environments.• Implemented both brownfield and greenfield network installations, adhering strictly to established design protocols and guidelines.• Collaborated with cross-functional teams to troubleshoot and resolve complex network issues, enhancing overall system efficiency.

Research Triangle Park, Nc

• Provided comprehensive Tier 1 and Tier 2 technical support, resolving issues related to networking, remote access, UNIX hosting, and unified communications for internal clients.• Served as an escalation point for critical incident resolution, ensuring prompt and effective responses to complex technical challenges.

Boone, Nc

• Oversaw operations of a student-run technical support center, ensuring efficient service delivery and staff performance management.• Contributed to the annual budget preparation process, aligning financial resources with departmental needs and objectives.