Summary
Overview
Work History
Education
Skills
Professional Accomplishments
Additional References
Timeline
Generic

James R. Carpenter

Bentonville,USA

Summary

Dynamic professional and change agent with over 20 years of hands-on experience as a solutions architect and strategic thinker. Proven expertise in strategic planning, business unit development, project management, and IT system engineering, complemented by a strong foundation in regulatory compliance and enterprise storage management. Recognized for cultivating positive relationships with customers, colleagues, and partners while effectively managing high-stakes project oversight, team development, and strategic marketing initiatives. Exceptional communication and interpersonal skills enhance the ability to influence stakeholders and foster collaboration, supported by a robust blend of business development and operational acumen.

Overview

19
19
years of professional experience

Work History

Strategic Program Manager

NetApp, Inc
01.2007 - Current
  • Partner with sales and technical teams to provide pre-sales scoping and post sales servicing support for all enterprise level solutions across retail, oil & gas, service provider and financial verticals
  • Coordinated across multiple internal and customer facing teams to resolve escalated issues
  • Led a diverse team of professionals to achieve consistent success in meeting or exceeding project goals.
  • Improved communication among stakeholders by creating clear, concise reports and presentations to convey complex information.
  • Managed risk effectively by developing contingency plans and closely monitoring potential issues throughout the project lifecycle.
  • Implement structure and standard processes to ensure customer’s SLAs are met
  • Coordinate efforts across multiple teams and business leaders to resolve complex matters
  • Provide technical oversight for all professional services engagements and drive high levels of customer satisfaction
  • Develop internal documents for approach, scope, implementation, integration, and testing of enterprise solutions
  • Act as the key technical liaison between the practice and engineering teams, including product management, customer support, and service development
  • Provide technical consultation and disseminate product information and technical breakdown to global customers
  • Drive process and documentation development to address proactive and reactive infrastructure improvements
  • Work with corporate education department to develop and evaluate training content and test materials
  • Develop comprehensive validation processes to certify new installations aligned with best practices and configuration requirements
  • Drive support related issues to completion including standardization of data collection and case framing
  • Develop standard sets of documentation, processes, and procedures to ensure seamless and efficient operations
  • Empower and enable customers through consistent and structured education initiatives
  • Triage holistic end to end infrastructure and solution recommendations, systematically reducing time to resolution
  • Segment intricate technical solutions into manageable units for customer understanding and implementation
  • Served as the Team Lead for all support-related and proactive case management for a global retailer (including serving as the liaison between support and the customer) as well as a top oil and gas customer; Fortune 1 and 2 respectively
  • Aligned team objectives with overall company goals, ensuring consistent progress toward strategic priorities.
  • Optimized program performance with thorough analysis of key performance indicators, identifying areas for improvement.
  • Led the delivery of multiple projects and Professional Services engagement across the globe
  • Managed the delivery, installation, configuration and move to production of over $75 million of systems worldwide
  • Led the team through process improvement and lessons learned exercises after impacting events
  • Managed and successfully lead the support team through multiple complex engagements
  • Directed implementation of multiple physical installs and upgrades across the globe
  • Established critical partnerships with high-level decision makers and key stakeholders
  • Fortified sales enablement and customer success through life-cycle management
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Employed a roadmap for continuous customer engagements and success by building effective relationships and defining processes for delivery
  • Achieved increased customer satisfaction ratings through close attention to client needs, expectations, and feedback mechanisms.
  • Increased project efficiency by coordinating cross-functional teams and effectively managing resources.

Education

Bachelor of Science - Business Information Systems

JOHN BROWN UNIVERSITY
Siloam Springs, Arkansas
01.2005

Skills

  • Complex Infrastructure Consulting
  • Program Management
  • Project Management and Service Delivery
  • Team Building and Leadership
  • Process Development
  • Customer Success and Reporting
  • Work Planning and Prioritization
  • Organizational Leadership
  • Training and Development
  • Customer service
  • Team leadership and direction
  • KPI tracking

Professional Accomplishments

  • Led the delivery of multiple projects and Professional Services engagement across
  • Coordinated a datacenter move that enabled a customer to centralize in the region to reduce costs
  • Managed the delivery, installation, configuration and move to production of over $75 million of systems worldwide
  • Led the team through process improvement and lessons learned exercises after impacting events
  • Managed and successfully lead the support team through multiple complex engagements
  • Directed implementation of multiple physical installs and upgrades across the globe
  • Established critical partnerships with high-level decision makers and key stakeholders
  • Fortified sales enablement and customer success through life-cycle management
  • Implemented a successful, multichannel customer training program
  • Employed a roadmap for continuous customer engagements and success by building effective relationships and defining processes for delivery

Additional References

Available Upon Request

Timeline

Strategic Program Manager

NetApp, Inc
01.2007 - Current

Bachelor of Science - Business Information Systems

JOHN BROWN UNIVERSITY

Similar Profiles

CREATE PROFILE