I am currently an Account Manager for Oracle’s Premier Support service contracts and maintain timely Technical Support renewals for Commercial and Key Account customers. I was nominated by management to serve on the escalation team where I work with customers in critical situations to ensure their business process flows run smoothly. Additionally, I help train and mentor newer team members on current policies and processes.

•Provides remote technical and functional support to Oracle’s global customers using the very latest tools and extensive knowledge base. •Utilizes up-to-date and in-depth knowledge of new products, contributes to knowledge management, and problem avoidance.•Technical lead for the Applications Technology Group which is responsible for assisting customers with the installation, maintenance and administration of Oracle's E-Business Suite. Additional duties include supporting critical Severity 1 requests in the following areas: database administration and patching, application plugin deployment to cloud-based servers, operating system functionality (Linux, Solaris, Windows, HP, IBM) and storage area network configuration.

Leads a geographically diverse team of volunteer leaders whose primary role is to provide technical support and training on various cloud-based platforms to other members of the regional team. Translates the Chief Technology's Officer's strategic vision into working deliverables across our key functional units. Major projects completed include building out a collaborative intranet site to improve regional administrative processes, writing various instructional guides to improve job performance and eliminating known bottlenecks so teams are able to effectively use field technology and systems after a natural disaster has occurred.

The intent of the Clay Hunt Fellows Program is to develop competent professionals capable of competing in the civilian workforce, and as leaders within Team Rubicon. These leaders are expected to represent Team Rubicon in the spirit of Clay Hunt, holding the Program and the organization in the highest regard and serving as an ambassador to each, as Clay did.

Successfully handled customer inquiries, complaints, billing questions, and payment extension/service requests. Consulted both English and Spanish speakers.