Manager, Technical, Support

GEORGE ANGSTER

**** ******** ***** ******** *******, CO 80923 719-***-**** Email: *********@*****.***

PROFESSIONAL PROFILE

Performance focused, customer centric Product Support Manager, Technical Account Manager, Escalation Manager, Information Technology Principle Support Engineer and Database Administrator with over 22 years of internal / external customer service management, expert troubleshooting and IT operations / applications experience. Recognized for exceptional communication and interpersonal skills with a solid commitment to exceeding customer expectations.

Possess concrete knowledge of new technologies and advanced applications.

Proven ability to analyze IT needs, offer cost-effective solutions, and manage implementation efforts that meet program, resource and time requirements.

Unify teams; transform and optimize personnel / resources to increase productivity, manage change, and maximize bottom-line performance.

CERTIFICATIONS

Comp TIA Security+ Certified

Oracle Certified Professional – Oracle 8 and Oracle 8i, and Oracle 11g

Oracle Certified Associate 10g

Itil Foundation

Department of Defense Top Secret Security Clearance (Inactive)

PROFESSIONAL CAREER EXPERIENCE

Product Support Manager Dec 2016 to July 2020

Oracle Corporation - Colorado Springs, CO

Lead and motivate team of technical support engineers. Train and grow new team. Accountable for SPARC domain metrics. Handle all customer escalations.

Work directly with customers, support engineers, field engineers, and dispatch team to resolve highly complex and mission-critical issues.

Manage complex and critical customer issues while serving as escalation manager on highly sensitive issues.

Consult with upper management in directing resolution of critical customer situations.

Knowledge sharing - knowledge transfer with teammates and peers.

Delivery of team training sessions and mentoring the technical and professional development of team.

Analyze work load, determine best practices and implement changes to improve productivity.

Improve the team efficiency by sharing knowledge, providing feedback, best practices, etc.

Participate in and drive initiatives that improve overall customer satisfaction and business efficiencies.

Technical Account Manager Feb 2016 to Dec 2016

Oracle Corporation - Colorado Springs, CO

Primary point of contact for all Oracle Marketing Cloud customer issues and escalations.

Define and document the clients’ business objectives and definition of success (ROI).

Gather baseline metrics and work with client to calculate and demonstrate success with the Oracle Eloqua Marketing Cloud Services.

Oversee client service requests acting as a service delivery and escalation manager.

Partner with the rest of the account team to develop successful account strategies and plans that direct company resources to maximize retention and sales within assigned accounts.

Ensure accounts are updated on new product features and have developed a roadmap to implement.

Educate clients on the value of the overall solution and encourage optimal utilization.

Gather client product feedback to help product management define the product roadmap.

Facilitate relationships across various client teams, brands, and/or departments to further strengthen Oracle’s partnership with clients.

GEORGE ANGSTER Resume Page 2

Be an expert on the client's Marketing Automation technical strategy and the go-to person for their technical direction.

Deliver regular business and operational reviews to key business stakeholders.

Provide best practices and industry benchmarking.

CUSTOMER ESCALATION MANAGER Dec 2014 to Feb 2016

Oracle Corporation - Colorado Springs, CO

Primary point of contact to process/facilitate and resolve customer escalations for Oracle customers worldwide.

Work cohesively with dynamic teams to focus on solving Database Performance escalations in addition to other internal teams: Text, Spatial, JVM, PL/SQL.

Take a customer-centered approach and personally take ownership of critical escalations requiring hands-on monitoring. Track customers’ milestones and engage resources needed to address issues.

Drive efforts to reduce escalations within the delivery team, improve efficiencies and collaborate with internal departments to avoid escalations. Deliver service that improves the customers’ experience.

Developed systematic outreach; utilize expert analytical skills to identify potential high-maintenance customers prior to escalations.

Provide project oversight to include: attending meetings, moderating collaborative chat rooms, and providing status updates to stakeholders. Work with Cluster Manager on aged backlog.

Relied upon to provide advice/assistance to internal Oracle staff regarding escalated issues and unique customer situations; review/monitor high profile customers.

Administratively manage/generate reports on escalations root cause analysis.

PRINCIPLE SUPPORT ENGINEER Mar 2011 to Dec 2014

Oracle Corporation - Colorado Springs, CO

ORACLE DATABASE ADMINISTRATOR Jun 2007 to Mar 2011

Missile Defense Agency, Department of Defense, Northrup Grumman, Colorado Springs, CO

PRINCIPLE SUPPORT ENGINEER Promoted three times during tenure. Feb 1999 to Jun 2007

Oracle Corporation, Colorado Springs, CO

Engineer I April 1997 to Feb 1999

MCI / Worldcom, Colorado Springs, CO.

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Science in Information Technology Management – Magna cum laude - 2002

Colorado Technical University, Colorado Springs, CO

Associates of Applied Science in Computer Networking System Administration

Denver Technical College, Colorado Springs, CO

United States Army (Honorable Discharge)

Itil Foundations, Ameriteach, Denver, CO

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