Casey Wilcox
Global Advanced Customer Support Leader at IBM
Dallas, Texas, United States
Summary
👤
Senior🎓
Top SchoolCasey Wilcox is a seasoned IT leader with 19+ years of experience who currently heads Global Advanced Customer Support at IBM, directing a 400+ person follow-the-sun organization that optimizes NPS, MTTR, and other key service metrics. He blends hands-on cloud and data center expertise with strategic vendor negotiations and support-process automation to drive cost reduction, scalability, and faster ticket resolution. Casey has repeatedly reinvented support tooling and workflows—leading teams that developed proprietary solutions to cut resolution times—while partnering directly with VP- and C-level stakeholders. Based in Dallas, he is as comfortable mentoring front-line engineers as he is aligning global strategy, and he’s known for turning operational data into proactive customer outcomes.
10 years of coding experience
9 years of employment as a software developer
Whitehouse High SchoolTexas State Technical College
Stackoverflow
164reputation
19kreached
1answer
15questions
Github Skills (82)
open-source10
javascript9
forem9
ruby9
react9
rails9
wallet8
browser8
pos8
quest8
swiftui8
kotlin8
stripe8
typescript8
php-imap7
Programming languages (9)
Github contributions (5)
luumen/hatchfi-sdk-js
Mar 2022 - Dec 2022
The JavaScript SDK for the Hatchfi API
Contributions:38 commits, 2 PRs, 26 pushes in 8 months
apijavascriptsdktypescriptjavascript-sdk
FounderCasey/react-hardhat
Oct 2021 - Oct 2021
Contributions:8 commits, 6 pushes, 1 branch in 1 day
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