Responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use implementation services. Act as a point of contact for any major incidents, and be responsible for managing communication and customer expectations through resolution.

Focus is to deliver post-sales support and solutions to the customer base while serving as an advocate for customer needs, responsible for resolution of moderately complex technical problems related to the installation, recommended maintenance and use and repair/workarounds.

Lead a team of professionals that are responsible for 3rd-level support of FMW Oracle products including troubleshooting, configuring, monitoring, testing, and providing advice on diverse customer situations and escalated issues. I developed and monitored Key Performance Indicators for the team, and did strategic thinking of long-term objectives and execution of them.