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Work Background
OracleProduct Support Manager
Dec. 2023Denver, Colorado, United States• Lead the Product Support team for the NetSuite Field Service Management (FSM) module, a critical technical support role within the organization.
• Successfully navigated the team through the Oracle acquisition or Next Technik, ensuring a smooth transition and integration of support processes.
• Manage a diverse, global team spanning across Australia, the Philippines, the UK, Canada, and the US, fostering collaboration and unity.
• Serve as the primary customer advocate, providing post-sales technical support and solutions to FSM customers via phone and online channels.
• Manage the team who handle complex technical inquiries, troubleshooting, and issue resolution, ensuring customer satisfaction and loyalty.
• Facilitate effective customer relationships and act as a liaison between customers and internal Oracle teams for escalated issues.
• Develop and implement departmental strategies, focusing on team management, process improvement, and staff development.
• Mentor and guide team members, ensuring they stay up to date with Oracle's policies and procedures.
• Collaborate with cross-functional teams, supervisors, and senior management to drive continuous improvement.
• Played a key role in offloading legacy processes and integrating new Oracle systems and methodologies.
Next Technik Customer Support Manager
Jun. 2023 - Dec. 2023Denver, Colorado, United States• Orchestrate regular Support Team rituals, including daily stand-ups, to ensure consistency and team alignment.
• Champion adherence to company-wide processes, setting the standard for the team through exemplary practices.
• Analyze key support metrics, collaborating with Customer Experience leadership to address potential areas of concern proactively.
• Manage daily case triage, ensuring prioritization and appropriate assignment based on team member expertise and availability.
• Monitor individual and team case volumes and response times, ensuring equitable distribution and manageable daily workloads.
• Conduct routine team check-ins to identify and swiftly address any impediments to progress.
• Oversee the training and development of Support team members, partnering with Senior Support Consultants to elevate team proficiency.
• Collaborate closely with the Product team to ensure a unified approach to delivering outstanding customer experiences.
• Respond agilely to changes within the Support landscape, devising strategies such as communication protocols for extended response times and the creation of standardized responses for recurrent issues.
• Uphold rigorous internal process standards, encompassing billable work classifications, time-tracking protocols, centralized communication, and comprehensive documentation.
• Serve as a primary escalation point for customer grievances, ensuring a holistic approach to both technical and experiential issues and restoring customer trust.
• Advocate for continuous enhancement of the Support team's operations, pinpointing and capitalizing on opportunities to refine our customer support offerings.
• Maintain accountability for the team's service quality, collaborating with Senior Support Consultants to bridge any functional or technical proficiency gaps.
DecisionPoint CorporationProgram Manager
Feb. 2023 - Jun. 2023Denver, Colorado, United States• Responsible for 10 project areas totaling $3.4 million in funded value.
• Control resources across multiple projects to provide efficient and expeditious accomplishment of tasks.
• Be responsible for cost, schedule, and performance to include day-to-day management of all contractual actions for each project area.
• Plan implementation of customer requirements.
• Establish and maintain process documentation.
• Identify risks, resolve problems and verify effectiveness of corrective actions.
• Conduct internal Program Management Reviews (PMR) per quarter.
• Complete monthly reporting per contractual obligations.
DecisionPoint CorporationService Manager
Jan. 2021 - Feb. 2023Denver, Colorado, United States• Supervise and coordinate technical staff operations to ensure proper resolution of company/client problems.
• Provide hands-on training to technical staff to ensure a competent and effective workforce.
• Liaise with IT managers and other departmental heads to develop tactical plans for the delivery of professional services.
• Develop and implement policies and procedures for the performance of work operations.
• Conduct periodic inspections to ensure the efficient performance of staff and systems.
• Maintain documentation and proper records of work operations and decisions are taken.
• Coordinate and assign technical personnel according to their capabilities to ensure an even distribution of workload.
• Present reports of work operations to company management in order to provide information useful in making key business decisions.
• Establish and maintain relationships with IT managers across multiple regional teams.
NuAxis InnovationsTechnical Project Lead
Oct. 2019 - Jan. 2021Denver, COProject Management: ·Liaison for the Tier 1 and Tier 2 Support teams between Tier 3 and all other Federal and Contract IT and non-IT teams
· Manage projects assigned by Federal and Contract management staff to the Tier 1 or Tier 2 Teams or myself directly
· Assist Federal and Contractor staff from other teams on projects that may not be directly assigned to the Tier 1 or Tier 2 team but directly affect the team
· Work with Federal and Contract Management on Bureau SOPs (Enterprise and Region Specific)
· Assist Federal and Contract management in an ad hoc basis for high visibility projects or issues
· Sit on several bureau wide and contract Teams as assigned by Federal and Contract management Operational Management: · Provide information to include in monthly reports and provide trend analysis based on the data
· Provide weekly status updates
· Attend weekly meeting with Federal and Contract staff to review contractual obligations, needs, and concerns
· Routinely review reports to ensure the Tier 1 and Tier 2 teams are on track to meet monthly metrics
· Come up with continual improvements to Tier 1 and Tier 2 teams
· Point of contact for VIPs and Directors Team & Ticket Management: · Lead Tier 1 & Tier 2 Support Team Leads and Focals (SMEs)
· Assist Tier 1 & Tier 2 team members, Focals, and Team Lead with Incidents and Service Requests that are outside of normal resolution or fulfillment paths
· Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems
· Owning, tracking and resolving Information Technology (IT) Incidents and Service Requests
· Assist when needed on the Tier 1 & Tier 2 call, email, and walk-in queue System Management: · Administer Ivanti Service Manager Ticketing system at the server and application level.
· Maintain BOR Channel
· Maintain patches on Windows system by reviewing a Splunk Dashboard and mitigating any systems that have not received their patches
NuAxis InnovationsTeam Lead
Sep. 2016 - Sep. 2019Denver, CO· Provide management, direction, administration, quality assurance, and leadership.
· Serve as point of contact for the work performed at the RESC
· Responsible for issues arising from work at the RESC as well as the successful resolution of these issues · Perform operational planning for Service Desk capacity and performance purposes
· Write and forward regular reports to NuAxis management
· Delegate duties and tasks within the RESC · Work alongside other IT departments to achieve company goals and visions
· Perform regular appraisal of RESC team member’s performance and devise strategies to help with improvement
- Maintain Ivanti Service Management (formally HEAT) application for the Denver Region of BOR
- Backup Active Directory Coordinator for the Denver Region of BOR
- Assist with admin role related to McAfee ePolicy Orchestrator, including testing and implementation of new version as they become available. *Duties also include Support Center Analyst duties listed below* BOR = Bureau Of Reclamation
RESC = Reclamation Enterprise Service Center NuAxis Innovations is an IT services company with a long standing history of successfully delivering mission-critical solutions to the Federal Government and large enterprise customers. NuAxis has attained the coveted ISO 20000 certification to further streamline and enhance its IT service delivery to customers such as Department of the Interior, Interior Business Center, National Park Service, Bureau of Reclamation and Bureau of Indian Affairs. NuAxis also has an emerging product portfolio consisting of a mass notification platform, ReachPlus Alerts, and mobile apps such as parkopolo and CourtScout.
NuAxis InnovationsSupport Center Analyst
Dec. 2015 - Sep. 2016Denver, CO· Provides quick, responsive, high quality and consistent technical support and customer service
· Troubleshoot, diagnose and remediate incidents to quickly restore normal service operations
· Proficiency in Windows XP/Windows 7 desktop hardware and software
· Technical knowledge of system operations, insure sound technical solutions, ability to explain services to customers, resolve issues, and provide how-to information, keeping customer satisfaction high as outlined in the deliverables
· Keeps customers productive and performing at the highest possible level possible
· Maintains effective customer communications, relations and a high level of customer satisfaction
· Receive incident tickets via a walk-up window, telephone, e-mail, and/or fax and all requests received shall be entered in the incident tracking system in alignment with SLA’s.
· Remote computer support
· Owning, tracking and resolving Information Technology (IT) incidents and requests. · Fulfilling requests and resolving incidents within SLAs on a daily basis to ensure service related issues are identified and resolved within established SLAs
· Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems
· Cross over work with the Tier 2 desktop support team NuAxis Innovations is an IT services company with a long standing history of successfully delivering mission-critical solutions to the Federal Government and large enterprise customers. NuAxis has attained the coveted ISO 20000 certification to further streamline and enhance its IT service delivery to customers such as Department of the Interior, Interior Business Center, National Park Service, Bureau of Reclamation and Bureau of Indian Affairs. NuAxis also has an emerging product portfolio consisting of a mass notification platform, ReachPlus Alerts, and mobile apps such as parkopolo and CourtScout.
NuAxis InnovationsSupport Center Analyst - DOI Customer Support Center
Apr. 2014 - Dec. 2015Lakewood, CO· Provide quick, responsive, high quality and consistent technical support and customer service
· Troubleshoot, diagnose and remediate incidents to quickly restore normal service operations
· Proficient in Windows XP/Windows 7 desktop hardware and software
· Technical knowledge of system operations, insure sound technical solutions, ability to explain services to customers, resolve issues, and
provide how-to information, keeping customer satisfaction high as outlined in the deliverables
· Keep customers productive and performing at the highest possible level possible
· Maintain effective customer communications, relations and a high level of customer satisfaction
· Extensive high-quality customer service skills
· Resolve issues in-person on incidents and provide workarounds as needed with approval from the government
· Receive incident tickets via a walk-up window, telephone, e-mail, and/or fax and all requests received shall be entered in the incident
tracking system in alignment with SLA’s. NuAxis Innovations is an IT services company with a long standing history of successfully delivering mission-critical solutions to the Federal Government and large enterprise customers. NuAxis has attained the coveted ISO 20000 certification to further streamline and enhance its IT service delivery to customers such as Department of the Interior, Interior Business Center, National Park Service, Bureau of Reclamation and Bureau of Indian Affairs. NuAxis also has an emerging product portfolio consisting of a mass notification platform, ReachPlus Alerts, and mobile apps such as parkopolo and CourtScout.
ACI MouldingWeb Administrator
Jan. 2014 - Sep. 2016Denver, CO· Manage company website and update with relevant information pertaining to monthly specials, inventory of equipment in warehouse, items the company stocks, and contact information.
· Manage companywide Microsoft office 365 account by periodically adjusting passwords, managing subscriptions, and user account maintenance. · Design appealing monthly special flyers to market to customers each month.
ACI MouldingCompany Manager
May. 2009 - Jan. 2014Granbury, TX· Manage company website and update with relevant information pertaining to monthly specials, inventory of equipment in warehouse, items the company stocks, and contact information (www.acigranbury.com)
· Manage companywide Microsoft office 365 account by periodically adjusting passwords, managing subscriptions, and user account maintenance. · Package and process shipments to customers via UPS and FedEx.
· Design appealing monthly special flyers to market to customers each month.
· Develop customer relationships while promoting company products. · Maintain companywide inventory while generating purchase orders in order to keep products stocked.
· Formulate the best routes each morning for company delivery trucks.
· Deliver, assemble, and present new equipment purchases for customers.
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