Manager Support
Resume:
MICHAEL E. BOSSERT
Colorado Springs, CO 80921
719-***-**** (Home)
*********@***.***
CAREER SUMMARY:
Using the knowledge and experience obtained during 10 plus years of designing and implementing global ERP
systems using Oracle’s Manufacturing and Financial Applications as well as Oracle’s Development tool set, I was
able to successfully fulfill the role of Senior Manager for Financial Application Support (Americas) at Oracle
Corporation. Most recently, I have had the privilege of supporting Openwave’s global customers as
Senior Support Manager responsible for Global Location Based Services customers, Strategic Accounts and
customers located in Latin America. In this role I have been able to create an environment that allows Openwave’s
analysts to perform to the best of their abilities in providing top quality value add software support to our customers.
After 12 years of managing technical support organizations, it has become apparent that a successful business requires
successful customers and that successful customers require successful employees.
PROFESSIONAL EXPERIENCE
Openwave Systems, Inc, Redwood City, CA
September 2001 to Present
Openwave’s Global Customer Support Organization
Senior Support Manager Global Location Based Services, Latin America market, and Strategic
Accounts. Negotiation of all support contracts between Openwave and our two (2) largest revenue
generating customers in addition to all support agreements for Location Based Services customers.
Senior Manager Latin America Support and Global Location Based Services Support responsible for
bringing together Sales, Consulting, and Support to ensure customer success. Negotiation of support
contracts required to ensure corporate customer satisfaction and margin goals met.
Senior Manager 1st Line Global Support. Led effort to open an off-shore technical support center
in India. Manage center and expanding off-shore work in other geographies.
Senior Manager of Global Operational Technology team responsible for supporting underlying
application architecture, including Oracle RDBMS, Solaris, Veritas High Availability as well
as other flavors of OS, HA, and DB’s.
Former Manager of Asia Pacific Professional Services and Technical Support Engineers.
Responsibility included evaluating business opportunities, resourcing service professionals to
fulfill Statement of Work commitments, integrating staff with global support organization. Also
included maintaining customer relationships and engaging appropriate members of the Product
Group to satisfy customer needs.
Primary technical support contact for largest Canandian customer. Role included ensuring complete
technical support satisfaction; manage customer expectations for resolution and product availability;
ensured recruitment of appropriate technical and development engineers for application deployment.
Oracle Corporation, Redwood Shores, CA
September 1994 to July 2001
Design and implementation of Oracle Application systems while in Oracle Consulting allowed for transition to
phone support in Oracle’s Support Services Organization. As Technical Specialist, worked directly with
customers to solve software related issues. As Senior Manager, much of my time was spent working with our
customer’s executive management in conjunction with my management team to create measurable,
sustainable, and obtainable objectives to drive the behavior necessary to provide quality support.
Oracle Support Services – March 1997 to July 2001
Senior Program Manager for Support Services - March 2001 – July 2001
Resume of Michael Bossert (continued)
Senior Manager – Technical Application Support - June 1999 – March 2001
Manager – Inventory and Order Entry Application Support – January 1998 to May
1999 Technical Specialist - Inventory Application Support - March 1997 to January 1998
Created and implemented plans to improve customer satisfaction. Results: 18% reduction in
problem issue backlog; 26% reduction in customer wait time.
Created and implemented plan that increased by over 100% customer use of self-service
electronic support.
Worked with counterpart in India to create a process for transferring 250 US customer support
problem issues weekly to our startup India Support Center. Annual cost saving of $500,000.
Generate support schedule in coordination with other teams located across the country, to
ensure complete US phone coverage.
Development of a 2nd and 3rd shift support strategy that improved customer satisfaction in after
hours support by 30%.
Monitor team workload to ensure balance within local team and between Inventory
Application teams located across the country.
Oracle Consulting Services – September 1994 to March 1997
Principal Consultant - July 1996 to March 1997
Senior Consultant - September 1994 to July 1996
Architect and support multi-site Oracle Applications production environments. Aspects include
hardware (client and server) and database sizing, hardware placement and configuration,
network load requirements and recommendations, security, and backup and recovery
procedures, working with-in client dictated budget constraints.
Designed user test lab and portable demonstration system accessible to all members of the
consulting practice.
Paychex, Inc., Rochester, NY 14625
January 1992 to September 1994
Designed and created customized database performance monitoring scripts to track real-time and point-in-time
measurements for 75 production databases spread throughout the country. Utilized custom UNIX scripts to pro-
actively monitored performance of database and host systems in a “no-down-time” processing environment.
Lead Data Base Administrator
Provided database and system administration support for Oracle Applications residing on HP-
9000 series mini-computers running the HP-UX operating system.
Designed and implemented system management utilities, data storage and retrieval strategies
using an Oracle Relational Data Base Management System on a nation wide area network.
Developed and maintained system management utilities to ensure data base and host systems
are performing efficiently.
EDUCATIONAL DATA:
Rochester Institute of Technology - August 1990
Masters of Computer Science - Data Base Management Masters
Project - “Normalization and Data Base Performance”
Rochester Institute of Technology May 1984
Bachelor of Science - Business Administration: Concentration –
Economics/Finance Dale Carnegie Course – April 2001
The Pacific Institute – Improving The Corporate Culture
Contact this candidate