ANDREA FONVILLE-WHITE

Raleigh, NC 27616 919.217.9120

linkedin.com/in/andreafonvillewhite
PRODUCT DEVELOPMENT AND LIFE-CYCLE PLANNER
SUMMARY
Detailed Product Planner professional with an extensive experience in all phases
of product planning development from concept to life-cycle planning. Developed
and implemented field service-ability enhancements and training for mid-range Di
rect Access Storage Device (DASD) devices, as part of a Development Core Team, f
rom product concept to end of life-cycle. Formulated action plans to resolve pro
blems and symptom/fix plans to enhance future support and field effectiveness. P
rovided problem escalation management and support. Proven success in bringing St
orage DASD products from conception to market and laying the most successful rou
te to quick fix-on-failure and low field failures.
CORE COMPETENCIES
* Product and Support planning and management
* Level 3 escalation path for Remote and On-site customer support personnel
* Cross-functional global team communications
* Technical manuals evaluator
* Knowledge-base System documenter
* Microsoft Excel, PowerPoint & Word; MS Project 98 & 2000, Adobe Acrobat
PROFESSIONAL EXPERIENCE
IBM, RTP, NC 1992 - 2009
Worldwide Service Planner 2000 - 2009
Plan and implement service and support strategy for IBM's Networking and Storage
products from concept stage to the products end-of-service. Serve as the liaiso
n on a product team between the Product Division and the Service Division.
Technical Support Professional 1999 - 2000
Aided software developers in testing and implementing a technical knowledge web-
based database for remote networking support personnel and field engineers. Led
a team of authors who developed technical documents and flowcharts to aid in net
working problem determination for the field engineers and the remote support per
sonnel.
ITAP Software Support Specialist 1997 - 1999
Provided customization, usage and installation support for IBM customers and oth
er support centers for MVS/VTAM access method on host systems, Network Control P
rogram (NCP) on communication controllers and IBM workstation controllers. Suppo
rted TN3270, AnyNet, SNI, and APPN.
Remote Support Specialist 1993 - 1997
Provided all levels of field personnel with innovative approaches and technical
direction on problems that escaped the maintenance package. Used independent jud
gment and in-depth product knowledge to remotely analyze data and formulate acti
on plans. Maintained complete, accurate, and current data bank to enhance field
personnel's ability to service products. Used extensive product knowledge with p
roduct engineering input to minimize the impact of problem rediscovery on custom
er operations. Monitored field performance of assigned products to identify pote
ntial problems and to minimize the number of customer outages.
Customer Engineer 1992 - 1993
Provided on-site customer support of networking products from midrange systems t
o stand-alone printers. Performed diagnostic support, problem analysis and hardw
are replacement.
EDUCATION
BS, Engineering, Electrical Discipline, Temple University, Philadelphia, PA
PROFESSIONAL DEVELOPMENT
Master's Certificate in Project Management, George Washington University, on-lin
e, 2001