Michael Adriaanse Email & Phone Number

Austin, Texas, US

• As the Customer Service Manager, I lead a team of L2 Support Engineers dedicated to supporting our flagship hospitality product, OPERA Cloud. My role focuses on ensuring exceptional customer service and operational.
• Team Leadership: I oversee a talented group of L2 Support Engineers, providing guidance, mentorship, and support to ensure a high-performing team.
• Customer Support: I manage the resolution of complex issues, ensuring our customers receive timely and effective solutions.
• Process Optimization: I work to streamline support workflows and maintain adherence to service level agreements (SLAs) to improve efficiency.
• Knowledge Sharing: I encourage and oversee the creation of Knowledge Articles, empowering L1 support and customers to address issues independently, reducing escalations.
• Collaboration: I partner with cross-functional teams, including Product and Engineering, to address recurring customer challenges and contribute to product enhancements.

Austin, Texas, US

Responsible for overseeing Identity Management systems, managing critical incidents, and driving operational improvements within the OPERA Global Technical Services organization.

Austin, Texas, US

As a techno functional cloud enterprise solutions SME, I have been the product owner of an identity migration solution that has been instrumental in seamlessly migrating thousands of customers to the cloud and between data centers. This powerful tool has allowed Oracle to achieve unparalleled momentum in the move to cloud hosted data centers, and has.

Austin, Texas, US

With a wealth of technical and functional expertise, I was able to bridge the gap between development and operations, becoming a product owner for migration tools and shared security domains. My in-depth understanding of all hospitality software products allowed me to quickly analyze complex systems, identify points of failure, and take the lead in.

Austin, Texas, US

As a Scrum Master, I was tasked with setting up processes and procedures for a newly formed, global cloud enablement team, whose primary focus was the creation of cloud native tooling. Additionally, I served as the product owner for a comprehensive cloud provisioning utility used to onboard new customers to Oracle's hosted hospitality enterprise software..

Austin, Texas, US

I had the privilege of managing a team of 19 highly skilled technical support engineers, who were responsible for triaging product defects and creating and distributing knowledge content. To keep senior executives informed and transparent about the support process, I created a reporting system that tracked full life cycle metrics. In addition to managing.

Columbia, Maryland, US

As a team lead and supervisor, I had a range of responsibilities, including conducting new hire interviews, dispatching to customer sites to address escalations, serving as an account manager liaison between development and clients, creating knowledgebase content, and consistently reviewing and improving processes. I was also responsible for triaging and.

Columbia, Maryland, US

As an expert in identifying precise code defects or misconfigurations in a comprehensive enterprise solution for the hospitality industry, I was responsible for coordinating the handling and resolution of high priority escalations. I also worked closely with developers to produce hot, cold, and bug fixes, and was dispatched to client sites to perform beta.

Bachelor'S Degree, Business Administration And Management, General

Bachelor'S Degree, Business Administration And Management, General

Bachelor'S Degree, Business Administration And Management, General