Duane Bredel Email & Phone Number

Denver, Colorado, United States

Boulder, Colorado, United States

Boulder, Colorado, United States

Greater Denver Area

Greater Denver Area

 Provided attentive, high-touch proactive and reactive technical support escalation for 100+ Enterprise cloud clients (Red Robin, PGA, Herman Miller) as key SaaS products were being deployed. Facilitated client meetings via WebEx. Produced and analyzed internal and external status reports. Monitored status of critical issues with relevant support and development management and staff. Educated and managed expectations among cloud customers on SaaS guidelines, patching schedules… Show more  Provided attentive, high-touch proactive and reactive technical support escalation for 100+ Enterprise cloud clients (Red Robin, PGA, Herman Miller) as key SaaS products were being deployed. Facilitated client meetings via WebEx. Produced and analyzed internal and external status reports. Monitored status of critical issues with relevant support and development management and staff. Educated and managed expectations among cloud customers on SaaS guidelines, patching schedules and support expectations. Show less

Greater Denver Area

 Promoted upon acquisition of PeopleSoft by Oracle to lead a 24x7 high-volume technical support organization servicing over 10,000 calls per month. Recruited, trained, and mentored a staff of 14-22 highly diverse technical support engineers serving a portfolio of Fortune 500 customers: Shell Canada, McKesson, and Pernod Ricard. Mentored and promoted 2 direct reports from technical support associates to project management and management level roles. Reported to Sr. Director, E1… Show more  Promoted upon acquisition of PeopleSoft by Oracle to lead a 24x7 high-volume technical support organization servicing over 10,000 calls per month. Recruited, trained, and mentored a staff of 14-22 highly diverse technical support engineers serving a portfolio of Fortune 500 customers: Shell Canada, McKesson, and Pernod Ricard. Mentored and promoted 2 direct reports from technical support associates to project management and management level roles. Reported to Sr. Director, E1 Technical Support. Key contributor to post-acquisition process integration and cross-training initiatives. Instrumental in turning around jeopardized customer relationships by improving issue escalation and resolution processes, ensuring contract renewals with total value of $50M during tenure in position. Led team in revamping and structuring knowledge base for 40% greater support productivity, eliminating “rediscovery” of known bugs, expediting time to resolve issues. Co-managed recruitment and onboarding of 15 bilingual engineers for a new support center in Chile. Ensured compliance of processes to FDA record-keeping requirements for McKesson. Co-developed and implemented a proprietary global resource planner to provide automated capacity planning and scheduling of diversely skilled support engineers, later implemented by all 50+ support organizations enterprise wide, reducing FTEs by 120, for an annual savings of $10.8M. Show less

 Key contributor to post-acquisition integration of J.D. Edwards support into PeopleSoft 24X7 mission-critical support via presentations, meetings, and knowledge sharing. Report to Sr. Manager, Technical Support, JDE E1. Trained and mentored new support engineers to build technical knowledge and collaboration.  Developed training materials to reflect product updates utilized company-wide.  Produced technical white papers published on Peoplesoft.com for use by global install base… Show more  Key contributor to post-acquisition integration of J.D. Edwards support into PeopleSoft 24X7 mission-critical support via presentations, meetings, and knowledge sharing. Report to Sr. Manager, Technical Support, JDE E1. Trained and mentored new support engineers to build technical knowledge and collaboration.  Developed training materials to reflect product updates utilized company-wide.  Produced technical white papers published on Peoplesoft.com for use by global install base of >5000 customers. Presented technical support overview for 20+ PeopleTools directors and managers at corporate HQ. Instrumental in evaluating technical support workflows, position descriptions, and scheduled coverage for all support areas, after-hours coverage, and queue monitoring. Initially hired as Technical Support Analyst at J.D. Edwards. Show less