Manager Engineer

Michael Polaczak[pic]

**** ******** ***** ********@*****.***

Castle Rock, CO 80104 303-***-**** (home)

720-***-**** (Cell)

[pic]WORK EXPERIENCE

Insight Software Product Support Consultant

02/13 to 11/13

IT Convergence Service Delivery Manager 04/12 to 10/12

Oracle Corporation Principal Systems Engineer 12/96 to 04/12

Datalogix Product Distribution Technician 6/96 to 12/96

Corporation

Martin Marietta. Software Support Coordinator 12/90 to 6/96

InsightSoftware.com, Feb. 2013 - Nov. 2013

Supporting InsightSoftware.com's myriad of customers with

concentration on their EBS side of the business as wellas JDE's.

Ensure customer satisfaction is above 95% and the

troubleshooting of customer issues is resolved in a timely

manner. InsightSoftware.com provides hassle free reporting

solutions to Oracle and JDE customer.

IT Convergence, April 2012 - Oct 26, 2012

Worked as a Service Delivery Manager for Multiple Hosted

customers. Total managed revenue was 80k a month. My

responsibilities include.

. Chair weekly status meetings with my customers, discuss

open issues, future projects, upgrades, migrations and

clone

. Ensure customer satisfaction and delivery of service

. Maintained a good working relationship with my customers

and internal staff.

. Regularly review customer requirements to determine current

and future needs.

. Perform monthly close on accounts and ensure billables and

revenue is aligned with customer Contracts.

. Managed multiple projects across my clients to a successful

completion

Oracle Corporation, December 1996 - April 2012

Core Manufacturing Principal Support Analyst, Work In Process

January 2005 - March 2012

Worked as a Principal Support Analyst supporting Oracle

Corporations Core Manufacturing Vertical primary concentration

Work in Process Module and Enterprise Asset Management also

have experience in OM, PO, INV, BOM, OM to recreate customer

issues

. Interfaced with Development and all levels of Customers

Management to identify, reproduce, document and monitor

software defects. Implement software fixes once they were

available.

. Moderator for Work In Process Forums, Subject Matter Expert

for WIP, point on Senior Manager and Director Level

escalations as well as hosted WIP/MES/OSFM Development and

Support Bi Weekly Meetings

Onsite Support Services, Senior Systems Engineer

January 2001 - January 2005 Worked onsite at the following clients

EMC Corporation, June 2002 - January 2005

Worked as a Senior Support Analyst on site at EMC Corp in

Westborough, Ma.

. Provided technical and functional support to EMC, Accenture

and Oracle Consulting on site at EMC

. Diagnosed and recommend fixes for Database and Tech Stack

issues (9ias, Apache, 8i, 9i)

. Diagnose, Recreate and escalate Oracle Applications issues.

(Configurator, Order Management, iStore, Financials, AR, Core

Apps and CRM Suite of products).

. Team lead to two onsite support representatives, mentored on

installs and recreation of Application issues.

. Worked with the business units and management to access

current projects as well as worked with the business analysts

on recreation of test cases and streamlining process and

documenting processes

April 2002 - June 2002 - Millipore Corporation, Bedford, Mass

. Responsible for assisting in the implementation of 9ias,

Portal and OID for the Customer

. Interfaced with Millipore IT Management and worked with their

DBA to install and configure Oracle software.

January 2002 - April 2002 - Teradyne Corporation, Boston, Mass

. Worked with Oracle escalation management to identify and help

resolve escalated issues.

. Assisted off hours dba with instance patching and

maintenance.

January 10, 2001 - January, 2002 - State Street Bank, Boston, Mass

Provided assistance to the database team through downloads, research,

implementation suggestion and post install reviews and unix scripting of

dba tasks.

Tested and helped implement State Streets Report Server, provided support

with results of tests, which in turn Support Notes were created for

internal and external distribution.

Provided proactive support to the customer through alerts, external notes

and preinstall/upgrade research.

Oracle Process Manufacturing Support, January 1, 1997 - January 10, 2001

Valhalla, NY - Technical Support Analyst

. Diagnosed, researched and recreated customer issues and

presented solutions to the customer. Dialed into customer

test and Production environments to help diagnose issues.

. Was expertise in Order Management, Standard Costing, Physical

Inventory, QA and Manufacturing Modules.

. Upgraded and maintained support's 8.1.x databases running

11.0 and 11i Applications.

Datalogix Corporation, June 1996 - January 1997

Valhalla, NY - Product Distribution Technician

. Installed, configured and supported unix and client server

based Process Manufacturing software at customer sites across

the United States. Worked with 3rd party contracts for

installed software

Martin Marietta, December 1990 - June 1996

Moorestown, NJ - S/W Support Coordinator

. Worked in S/w and H/W Configuration management supporting SCM

and HCM Management

EDUCATION: Duquesne University, Pittsburgh, Pa. 1985 - 1989 -

Duquesne University, Pittsburgh, Pa. Liberal Arts

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