WINDERMERE, FL 34786
Proven leadership in a number of senior technical management positions
Solid track record of top performance - creating new solutions, delivering results, exceeding expectations
Over 25 Years of experience in IT Software Development, Technical Support and Operations Management
Demonstrated balance across People (Leadership), Process (Design), and Technology (Implementation)
Accomplished leader with a passion for maximizing customer satisfaction through exceptional customer service
ORACLE CORPORATION - Oracle Support Services, Orlando, FL April 95 - May 2019
Senior Director - Proactive Programs, Training and Communications April 2017 - May 2019
Managed teams responsible for providing proactive support programs targeted at internal and external audiences.
Led Training and Proactive initiatives aimed at driving consistency, innovation and best practices to support the demands of an evolving customer base.
Upgraded support tools, processes and infrastructure components to enhance the support experience for internal and external customers.
Developed Proactive Support customer campaigns and operational metrics to track campaign performance.
Produced performance metrics for operations reviews and various Proactive Support initiatives.
Senior Director - Software Support Tools, Analytics and Training December 2013 - April 2017
Managed a development team responsible for creating support tools, analytics reporting solutions and customer training modules covering features and functionality of the Oracle Customer Support portal.
Created and maintained various Customer Support and Knowledge Management tools and utilities that enhance Support Engineer productivity and customer satisfaction.
Developed reporting solutions that provided Support Management and customers with insight into key performance measurements.
Produced customer documentation and training collateral in multiple languages and in various formats.
Delivered customer training on Knowledge Management and Oracle Support Community best practices.
Senior Director - Oracle Proactive Support Services October 2010 - December 2013
Leader of strategic programs focused on the design, improvement and execution of proactive support capabilities across Oracle’s full product portfolio.
Led a Proactive Enablement program for Oracle’s Top 200 revenue based accounts that provided guided implementations of proactive solutions and a differentiated level of service to a strategic customer segment.
Produced significant program growth, completing over 135 customer engagements and doubling of the number of Proactive Solution Advisors offered.
Delivered internal and customer training on various Proactive Support topics and initiatives.
Managed customer campaigns to increase awareness of Oracle’s Proactive Support Capabilities and improve customer’s proficiency in their use.
Global Product Support Operations December 2005 - October 2010
Senior Director - Database Customer Support Operations (November 2008 - October 2010)
Led Technical Support Delivery programs in support of 1000+ employee organization.
Led operational analysis initiatives for Database Support Delivery teams targeted at improving operational efficiency and consistency across the organization.
Responsible for business continuity planning, defect and enhancement prioritization, and communications.
Defined processes for global workload distribution, case routing and standard Global Operational Metrics.
Prepared operations reviews, performed proactive KPI analysis, headcount planning and reporting.
Senior Director - Global Customer Support Business Operations (December 2005 - November 2008)
Managed strategic programs in Center Strategy, Mergers & Acquisitions, and Product Intelligence.
Designed and implemented a flex work program that reduced the organizations facilities related expenses by over 850K annually.
Designed supportability programs and measurements to identify customer pain points and lower total cost of ownership through a customer centric partnership between Customer Support and Product Development.
Managed an engineering group that developed more than 50 diagnostic agents to automate problem resolution cycles in Oracle Applications and Database products.
Senior Director - Manufacturing and Applications Customer Support (December 2001 - December 2005)
Led a 400+ employee support delivery organization overseeing operations in the United States, Brazil and Canada.
Served as Global Lead for same areas setting direction for counterparts in Europe, Asia Pacific and India.
Established organizational goals for operational excellence and executed the strategy to attain those goals.
Defined processes for Global capacity planning, workload distribution, case routing, and staff scheduling.
Interfaced with executives both internal and external to Oracle, as part of escalation management.
Collaborated with other LOB’s and Oracle Legal to mitigate risks associated with Customer Maintenance agreements.
Director - Manufacturing Applications Customer Support (August 2000 - December 2001)
Senior Manager - Manufacturing Applications Customer Support (March 1998 – August 2000)
Led a 250+ employee support delivery organization with operations in three locations across North America.
Managed all activities related to service request handling, escalations and staffing.
Implemented changes to processes, systems and services based on analysis of service request metrics, which led to improvements in efficiency and service levels.
Pursued alternate service delivery methods including web-based self-service and online collaboration in order to drive improvements to customer satisfaction.
Deployed an innovative queue management methodology that reduced Service Request backlog by 30 percent.
Led organizational downsizing during overall business decline while maintaining customer service levels.
Manager - Manufacturing Applications Customer Support (April 1995 - March 1998)
Managed Technical Support teams for Purchasing and Inventory Applications.
Grew organization to over 30 engineers providing support to customers in the Eastern United States.
Consistently exceeded performance goals for Customer Satisfaction and Operational Metrics.
Key contributor in the creation of a technical training program for newly hired Support Engineers.
CINCINNATI BELL INFORMATION SYSTEMS, Orlando, Florida (April 1989 - April 1995)
Software Engineer/Project Lead
Managed a team of software engineers in the design and development of Finance and Accounting modules for a Cellular Telephone Billing system.
Served as subject matter expert responsible for all requirements and design related decisions.
Developed software for numerous server modules and participated in code reviews for all modules in the system. Skills utilized include C++, C, UNIX, Oracle, and Tuxedo in a Client/Server environment.
Performed software maintenance on legacy Cellular Billing systems.
ROY E. CRUMMER GRADUATE SCHOOL OF BUSINESS, ROLLINS COLLEGE, Orlando, Florida
Master’s in Business Administration (Magna Cum Laude)
INDIANA UNIVERSITY OF PENNSYLVANIA, Indiana, Pennsylvania
Bachelor of Science in Management Information Systems