Duane Bredel Email and Phone Number
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Most of my professional career has been centered on communicating with managers, employees and customers. One thing that I took pride in was my ability to take the initiatives being communicated by upper management and tie them together into a continuous story so that, even though we were going through acquisitions, they could see the consistent message in spite of the noise.Related to this, one of my other strong points is being able to see situations at a systemic level. While working with our product engineering team to resolve issues with escalated clients, I was often required to obtain a fuller understanding of the customer's requirements and then act as their advocate. While not always easy, I was usually able to communicate what was needed while still addressing our developer's needs.Additionally, I was a part of an internal initiative to redesign our support processes for consistency and efficiency. Being able to understand multiple process flows was key to communicating potential deficiencies in what our group was developing.Part of my role, both as a support manager and escalation manager, has been maintaining customer relationships. I have worked with frontline IT staff, IT managers, CIOs and CEOs of various companies to address their concerns with the products I support and worked to resolve them to the best of my ability. As a part of this, I also helped to develop and deliver training on how to successfully engage our support services.
Doozy Solutions
View- Website:
- doozysolutions.com
- Employees:
- 10
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Support ManagerDoozy Solutions Feb 2024 - PresentDenver, Colorado, United States
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Operational Excellence ManagerS&P Global Feb 2022 - Feb 2023Boulder, Colorado, United States -
Operational Excellence ManagerIhs Markit Aug 2020 - Feb 2022Boulder, Colorado, United States -
Personal SabbaticalSabbatical / Personal Study Mar 2018 - Aug 2020Greater Denver Area -
Customer Escalation Manager, Fusion Fin / Hcm SupportOracle Jan 2012 - Mar 2018Greater 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 -
Sr. Manager, Enterpriseone Tools & Tech GcsOracle Usa Inc Jan 2005 - Jan 2012Greater 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
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Product Support Specialist, Enterpriseone Tools & Tech GcsJ.D. Edwards Jan 2003 - Jan 2005 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 -
SupportCreative Labs 1997 - 1999
Duane Bredel Education Details
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Management Science / Computer Systems
Frequently Asked Questions about Duane Bredel
What company does Duane Bredel work for?
Duane Bredel works for Doozy Solutions
What is Duane Bredel's role at the current company?
Duane Bredel's current role is Support Team Manager and Customer Success Manager.
What is Duane Bredel's email address?
Duane Bredel's email address is du****@****cle.com
What is Duane Bredel's direct phone number?
Duane Bredel's direct phone number is +130333*****
What schools did Duane Bredel attend?
Duane Bredel attended Oklahoma State University.
Who are Duane Bredel's colleagues?
Duane Bredel's colleagues are Jeffrey Moreland, Nina Houts, Logan Mcfarlane, Ross Hall, James Dodd, Erik Dever, Lauren Taylor.
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