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 efficiency while driving continuous improvement within the team.Current Responsibilities: • 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. • Performance Monitoring: I track and analyze team performance metrics to identify opportunities for improvement and ensure alignment with organizational goals.

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 solidified our position as a leader in the industry.In this role, my duties include serving as a scrum master, performing site reliability engineering in our data centers, conducting root cause analysis and triage, constructing software development lab environments, deploying migration and provisioning tools, handling identity federation, and streamlining software updates. I have end-to-end oversight and responsibility for the development life-cycle, including the design, development, testing, and coordination of software releases for consumers.I am also skilled in creating process architecture and technical documentation, such as runbooks and technical advisories, and am a subject matter expert consultant on complex cloud migrations and shared security domain concerns. Through my efforts, I have successfully delivered a world-class identity migration tool that is capable of mass cloud migrations with minimal human intervention. This rock-solid migration product and security domain have contributed to Oracle's record-breaking and industry-leading momentum in cloud adoption.

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 resolving escalations. As the responsible party for end-to-end design and delivery of a hierarchal identity and access management solution for Oracle Hospitality, I also oversaw password security policies and email notifications for internal and external customers. In addition, I played a key role in shaping the delivery of top-notch identity and access management and cloud migration solutions, taking charge of the entire product life cycle, including business case development, enhancement, release management, training, consulting, project planning, and defect triage. As a result of my efforts, I became a subject matter expert in cloud migrations, identity federation, and identity and access management.

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. This highly effective tool helped Oracle achieve exceptional momentum in its adoption of new cloud hosted datacenters. In addition to my other responsibilities, I trained new hires and established clear working procedures to ensure smooth team operations.

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 patch sets, security patches, and interim patch updates, I also oversaw the integration of MICROS into ORACLE during a company merger. To further improve the team's expertise and decrease lower tier support escalations, I developed multifaceted certification programs, resulting in a 40% decrease in such escalations.

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 resolving top-tier, complex, and high priority escalations, and was recognized as a subject matter expert in all hospitality management software functions. My hard work and dedication earned me multiple golden pineapple awards for exemplary work in this role.

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 installations, provide user training, and serve as a development point of contact.

Bachelor'S Degree, Business Administration And Management, General

Bachelor'S Degree, Business Administration And Management, General

Bachelor'S Degree, Business Administration And Management, General