Calvin Locklear has over 20 years of experience in technical support roles, currently working as a Support Relationship Manager at Red Hat where he partners with sales and customers to ensure their needs are met. Prior to Red Hat, he held technical support roles at IBM, Purkinje, TMT Software, Qualxserv, Compucom, and JML Computers, and served in the US Navy. He has various IT certifications and is involved in his local community.

1. Calvin T. Locklear4901 Winterlochen Rd · Raleigh, NC 27603 · Phone: 910-374-9626 · Email: locklear@redhat.com
Support Relationship Manager
Relationship Builder
Objective
To obtain a position that will allow me to use my skills in relationship-building and teamwork to provide personalized,
proactive support and guidance to strategic partners to address their product enablement needs.
Employment
Red Hat, Raleigh, NC 01/2013 – present
Support Relationship Manager
Partnered with Red Hat sales team to manage customer relationship across reactive and proactive perspectives.
Established a trusted adviser relationship with customer stakeholders to ensure that Red Hat activities are aligned with
customer's business goals. Acted as main interface and conduit of communication between Technical Support, Product
Management and the customer where escalation of critical product issues is required. Developed an understanding of Red
Hat's product portfolio. Worked closely with Red Hat Professional Services team to hand over new consulting opportunities
and facilitate transistions after implementation. Worked collaboratively with the account executives for promoting revenue
opportunities across a diverse account base. Acted as a customer liaison to the Support Delivery organization to ensure that
the customer's concerns were being addressed in timely and courteous manner. Maintained periodic calls with customers
and sales teams to ensure Red Hat is meeting the customers needs. Established the Raleigh Red Hat user group for the
purposes of community technical outreach in local Triangle region. Established myself as a go-to person for Red Hat tower
knowledge and Red Hat safety warden.
Red Hat, Raleigh, NC 08/2010-01/2013
Technical Support Engineer
As a member of the system management SBR ensured that customers got the maximum value from Red Hat's products and
subscriptions. Supported customers by responding within designated SLA to incoming inquiries concerning Red Hat
technologies. Investigated and troubleshot issues, developed solutions for our customers while understanding their
business needs via phone and via remote support methods. Proactively updated our customers and ensure they are
satisfied with our support service. Collaborated with other engineers and developers to develop creative solutions for
customers, including product fixes. Shared my knowledge gained from troubleshooting issues by contributing to the global
Red Hat knowledge management system; presented troubleshooting instructions and solutions to other engineers within the
domain. Assisted in the maintenance of the knowledge management system, as a KCS coach. Established myself as a
team player.
IBM(Contracted by CTG), RTP NC 03/2006-08/2010
Performance Analysis Engineer/Test Engineer
 Responsible for defining and implementing performance analysis plans and experiments for the client’s hardware
and software products.
 Data collection is performed and then analyzed to provide feedback to the development, marketing, and test teams.
 Comparison of new products to previous platforms is done to baseline performance characteristics across new
architectures and product families.
 Defined test plans, configure software/hardware environments required to conduct measurements, take
measurements, and analyze data for reports and presentation.
 Identified performance deficiencies and delivered recommendations for improvement.
 Designed test plans to identify performance bottlenecks and worked with the development team on potential
solutions.
Purkinje, St. Louis MO 07/2005-02/2006
Desktop/Network Support technician
 Installed operating systems on servers, laptops, and workstations.
 Performed operating system upgrades and maintenance on systems under my control.
 Added software and peripherals to user PCs, as needed.
 Migrated users and servers from Windows NT 4.0 server domain to Windows 2003 server domain.
 Assisted users with access to network resources on-site, as well as remotely, including Microsoft AD and Exchange
user integration.

2. TMT Software Company(Contracted by Avant Personnel), Durham NC 04/2005-06/2005
Helpdesk Analyst
TMT Software is a small company that markets software to any company that manages a fleet of vehicles. Provided first and
second level support to customers while maintaining a log of all calls, as well as documentation of problems and resolutions.
Part of my role was to assist customers with local computer hardware, software and peripheral problems. Performed
analysis of server and database issues in order to facilitate proper software operation.
Qualxserv, Tewksbury MA(working out of Raleigh NC) 01/2000-04/2005
Field Service Engineer
 Performed preventive and corrective maintenance and troubleshooting on Hughes Network satellite systems.
 Assisted in recovery from satellite loss on Hughes satellite network.
 Performed recommended and corrective maintenance on Dell, IBM and Sony desktops, laptops and servers.
 Serviced Vanguard/Motorola modems, switches, and routers per maintenance contract.
 Maintained inventory of parts and equipment utilizing Palm PDA.
 Maintained company vehicle for the entirety of my employment.
Compucom, Durham NC 10/1999-January 2000
Configuration Technician/Quality Assurance Technician/Diskette Administrator
 Installed and configured hardware and software onboard desktop and laptop IBM computers, as well as, peripheral
equipment to customer specifications, including testing and debugging for proper functioning.
 Ensured and verified configuration orders relevant to an assigned team; met customer requirements and
Compucom standards.
 Documented and reported departmental quality issues.
 Assisted associate development relative to quality including, but not limited to, scheduled training, career direction,
and personal development.
 Performed administrative tasks involved with tracking controlled equipment in the configuration, NIC and service
departments.
 Maintained integrity of actual to documented inventory through auditing.
 Created documents and processes parallel to ISO standards.
 Maintained current revision level on vendor and customer supplied software.
JML Computers, Pembroke NC 06/1996 – 12/1997
Computer Technician/Consultant
 Installed, configured, maintained and performed troubleshooting of hardware and software onboard desktop IBM-
compatible computers according to customer specifications, including installation of Microsoft Windows operating
systems.
United States Navy, Norfolk VA 12/1987 – 12/1993
Machinist's Mate(E-5), Nuclear qualified
 Performed preventive and corrective maintenance on reactor room and auxiliary room equipment onboard the USS
Dwight D. Eisenhower aircraft carrier.
 Stood watch over reactor and auxiliary room equipment to ensure proper operation.
 Maintained reactor-grade equipment according to United States Navy standards.
 Achieved and retained reactor room and auxiliary equipment qualifications in order to operate nuclear-related
facilities.
Education and Industry Certifications
UNC Pembroke, Pembroke NC, 1994-1998
BS Chemistry
• RHCA: Cloud
◦ Satellite
◦ RHEV
◦ OpenStack
◦ OpenShift
◦ Gluster
• RHCE RHEL7
• CCNA
• MCSA
• CompTIA Network+
• CompTIA A+
• IBM Certified Computer Technician
• Dell Certified Systems Expert
Professional and Community Affiliations
• Red Hat Open-Voice Toastmasters • Triangle Native American Society