Patrick Mcbride Email & Phone Number

Columbia, Ca, Us

California, United States

Senior Director Product Management/Strategy Fusion DevelopmentResponsible for ensuring Fusion applications are designed, built, delivered, sold and supported in a way that helps our customers maximize the value they receive from Oracle solutions. These processes are presented as Oracle Modern Best Practices which showcase Oracle Innovation and demonstrate the collective insights from 1,000's of customers along with Oracle itself to deliver best-in-class business processes.

Responsible for the Fusion Product Strategy for the way we design, build, release and demonstrate SaaS solutions using Oracle Modern Best Practices.

United States

Owner of the My Oracle Support customer support portals and responsible for leading the migration to Oracle Engagement Cloud, VBCS platform and Oracle Digital Assistant (Chatbot) for the customer facing support experience.

Work From Home

Success Enabler for large multi-national support organization.- Design & Build analytics that allow users to see and intuitively take the right actions to address opportunities. - Deliver training, blogs and best practice documentation to support self-service support optimization.Product Management / Solution Design - Design technologies, analytics and training to enhance knowledge management and broader support contributions by 14k+ staff as well as usability for both employees (creating knowledge) and customers (consuming knowledge) - Support Website Search/Browse Experience Optimization - Knowledge maintenance automation and simplification of manual maintenance actions - Knowledge integration with support delivery following win-win design concepts

Supported new E-Tax solution delivered as part of Release 12 of the Oracle E-Business Suite. Identified opportunities to enhance and improve the customer experience through the creation of a series of case studies and how-to articles targeting most complex aspects of the product. Delivered significant reductions in both volume of and time to resolve SRs through the creation of targeted troubleshooting guides.

o Created strategy roadmap for implementation of ITIL based call center solution. Authored BRD covering every aspect of hosted delivery including integration or replacement of nearly 200 separate tools and systems. o Oversaw successful implementation and rollout of solution across teams spanning 5 product lines and more than 5,000 support engineers.

o Founded advanced resolution team to assist support engineers in resolving complex issues by identifying and removing obstacles and assisting on complex issues. o Designed and implemented Wiki based collaboration tool adopted throughout supporto Developed and deployed subject matter expert program resulting in 10% decline in time to resolve metric for service requests.