Application Development Customer Success

BERNARD FOSTER

Smyrna, GA 404-***-**** **************@*****.*** https://www.linkedin.com/in/bernard-foster-1243184/

Professional Summary

Bernard Foster is an accomplished, versatile, proactive, and goal-oriented Information Technology Professional bringing professional services experience in leading technological direction, facilitating key technical decision points, and taking enterprise-level software specifications into working product outcomes. Expert skills include strategic assessment, design and implementation expertise in application development, systems integration, and issue resolution. He has also managed several IT projects both international and statewide delivering project requirements on time and within budget and has consistently maintained a very high utilization rate.

Skills

Customer Success Management (CSM)

Customer Relationship Management (CRM)

Presenting to Stakeholders

Cross-Functional Collaboration

Team Leadership

Cloud Computing

Delivery Management (DM)

Software Development Lifecycle (SLDC)

Consulting Partner Management

Change Orders

Opportunity Management

IT Project Management

Revenue Forecasting

Resource Management

Computer Telephony Integration

Database Management

Maintenance Management

Data Analytics

Work History

Principal Application Analyst OCI Oracle, USA Atlanta, GA 03/2020 to Present

Led end-to-end delivery of several data integration and engineering initiatives, ensuring on-time milestones, high-quality outcomes, and optimal resource allocation across engagements.

Spearheaded the Sales Upgrading track of Oracle Service Cloud using the GSCO Workspace framework, modernizing data handling, access control, and updating business rules to reduce risk exposure and enhance compliance.

Led delivery of a Partner Help Assistance venture that reduced issue resolution time, enhanced the customer interface and improved customer satisfaction by 50%.

Drove process improvements by implementing automated business services for Case tracking and serving on a cross-functional panel to establish enterprise-wide change management practices—transferring customer requirements into application functionality and reduced ticketing resolution by 40%.

Senior Application Analyst OCI Oracle, USA Atlanta, GA 01/2013 to 03/2020

Led end-to-end SaaS and On-Premises Professional Services delivery across several global engagements, managing scope, budget, and schedule while coordinating cross-functional teams to deliver complex solutions including Process Automation, Data Integration, On-Premises Implementations, and Security Compliance initiatives. Delivered clear, consistent communication through weekly status reports and stakeholder updates to ensure alignment across internal teams, EMEA and APAC delivery partners, and client leadership.

Drove customer success and retention by aligning services with evolving business objectives, proactively resolving issues, and identifying expansion opportunities. Presented management-level project status updates and risk mitigation strategies to Stakeholders and Business Group Managers within the Oracle Cloud Consulting Group driving alignment, transparency, and confidence in delivery execution.

Collaborated with JAPAC, APAC, and EMEA teams to analyze customer requirements, define prototype system requirements, evaluate alternatives, and perform research and analysis to determine end user demand—resulting in stronger solution alignment and continuous improvement.

Computer Telephony Integration Oracle, USA Atlanta, GA 03/20 to 01/2013

Led end-to-end service delivery for Computer Telephony Integration engagements (Mercedes Benz, GE, and AT&T) valued at $1M–$5M+, ensuring alignment with client expectations, contractual SLAs, and internal KPIs. Led cross-functional Call Center teams across design, planning, implementation, and issue resolution phases, achieving a 95% on-time delivery rate and driving client satisfaction through proactive issue resolution and executive stakeholder engagement.

Developed Call Center Analytics (inbound call management, outbound call performance, agent productivity), increasing project delivery consistency by 40% and improving customer satisfaction by 75%.

Initiated a structured approach to call center management, leading strategic assessments that improved compliance and security, simplified call management, and streamlined agent operations—significantly increasing agent productivity.

Collaborated with technical leads on the enhancement of customer service improving the efficiency and effectiveness of customer service interactions.

Previous Work History

Client Server Data Integration DataStream Systems, Inc. Greenville, SC

Led initiative to ensure data accuracy, consistency, and accessibility across several platforms.

Worked with Stakeholders to gather and analyze data requirements from various departments.

Developed and managed data integration solutions, including ETL processes.

Quality Assurance Engineer Pratt Industries, Inc (Visy Paper) Conyers, GA

Maximize the utilization of equipment by improving machine operations at available capacity and speed improving daily output by more than 50%. Improved team communications by managing daily status reports with Plant Management team.

Improved daily setup times, reduced daily downtime, identified and addressed mechanical concerns and resolved engineering equipment issues to improve downtime.

Collaborated with maintenance teams during plant shutdown to ensure equipment was in current operating specifications, all lockout procedures were followed, and all replacement parts, accessories, and equipment were in stock.

Technical Skills

Software: Salesforce, Confluence, SharePoint, PowerPoint, Microsoft Office Suite

Conferencing / Messaging Apps: Slack, Zoom, Microsoft Teams, Webex

Cloud Computing: Storage, Security, Data Quality, Scalability

Data Tools: Informatica, Transact/SQL, SQL Developer

Databases: Oracle, MySQL, MSSQL

Linux Programming/Oracle SQL/PL SQL/Scripting (PowerShell)

API Support Experience

Education

Kennesaw State University Marietta, GA Bachelor of Science (BS) in Industrial Engineering Minor /Mathematics (Morehouse College)

Certifications and Training

Project Management

Customer Success Management Fundamentals

Change Management

Oracle Service Cloud / RightNow CX (Certified Implementation)

Managing Multiple Projects (Remote)

Conflict Resolution

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