Manage 5 teams: Service Delivery, Development, SEO Authority, Foundation - Architectural Performance and Intent Content Delivery, to deliver outcome-based SEO & technical marketing services for Fortune 50 clients for almost 7 million in ACV.

https://michaelsale.com• Consulting for growing and transforming Customers Services: I analyze the "Owner's Journey" and identify moments of truth we can apply Knowledge Center Support Processes to institute a Solve Loop driving into a rich, mature Evolve loop using innovative service content delivery.I create a full lifecycle Customer Journey Map from the Buyer's Journey through what I call the "Owner's Journey" -- the customer journey after the purchase focused on the customer realizing the benefits of their investment. We start with customer onboarding, then move to implementation to get laser focused on time to value of ownership. Then we look at the information architecture including various content delivery technologies to create a service Knowledge strategy that institutes a full Solve loop that is matured through the Evolve loop in knowledge management. Critical elements of an excellent evolve loop include mechanisms for continuous communication with clarity of ROI regarding changes in the product management roadmap. For example, we can show that number and severity of service incidents change retention by X%. This particular change will impact Y number of customers today representing Z% of your install base. Therefore this change will increase retention and increase retained revenue by ____. I can help you institute an innovative Knowledge Centered Support (KCS) methodology enabled by AI technologies like Doc2Vec and Linear Regression models to refine the customer experience interactively and measure the level of impact vs the change to help drive future investment through a well defined and documented statistical process. I also provide Intellectual Property consulting services for technical patent analysis to claim chart development.

・Business Owner/Leader for world first deployment of Avaya Oceana (now Avaya IX Digital) implementation of Omnichannel for services・KCS Director over award winning program pushing into customer experience advances into the Evolve loop using Guided solutions, Quality, Analytics and Perception matrix to feed into multifaceted KPIs for KCS performance and evolution, and chatbot with live agent escalation integrated all into a KCS evolve loop.・Techops And Global Process Owner of Services Web & Mobile presence・Director over industry recognized, innovative Knowledge Centered Support program across multiple service organizations・Customer Journey Mapping (CJM) of Avaya Services・Define and Implement CX analytics based on WebTrends, WebEngage, Avaya Oceana, Oracle Fusion Middleware (FMW), OBIEE and data mining, and Task Performance Indicators (TPI).・Driving to full deployment of Avaya Breeze for Workforce Optimization and fully contextualized service experience supported by engineered services contextually applied.・Direct Avaya Knowledge Centered Support using Oracle Knowledge/Inquira・Implementation of executable knowledge artifacts for omnichannel consumption

• Manage senior managers, product managers, and data scientists across all major geographies in the development of the Oracle Managed Cloud engineering "Cloud Automation Platform" (CAP)• Development of an integrated Cloud data model bridging models from the finance/business, customer, data center and ops worlds.• Own Engineering and Adoption of cloud advanced monitoring with a Predictive Incident Monitoring solution and the Business Transaction Monitoring service for application and hybrid cloud monitoring of key business processes through their business flow implementation.• Engineering for the Oracle Pulse managed cloud customer portal• Data Warehouse and Operational Data Stores for CAP using ODI, OBIEE, Exadata and Exalogic.

Develop and drive fundamental change into the Oracle IT grid toward a cloud computing platform including:• Aggressive virtualization of over 4,000 VMs for critical business applications for customers• Data center Space and Power Reclamation: drive customer, application and hardware decommissioning process improvement• Capex management of hardware in a growing business new to virtualization including a predictive model for procurement with near-zero inventory• A multi-datacenter abstraction of business applications and infrastructure streamed to DR data centers and used as non-prod (e.g. Dev, Test) environments while maintaining key lifecycle supporting functions (cloning, code promotion, DR testing, etc.) • Managed key technical and partnership resources in order to act as key liaison of executive relationships to provide supporting bridges between finance, business, service engineering and operations functions.• Oracle E-Business Suite, PeopleSoft, Siebel CRM, Fusion Middleware, Hyperion, and OBIEE running businesses large and small.

Product manager for the flagship Ingres Database and the Ingres Service Network which drive the customer base to an engineering-driven, collaborative support model. Developed the Ingres community presence and technical web "Enterprise 2.0" infrastructure working closely with development and the CIO.

* Product and Program management for a multi-billion dollar set of products and services.* Define and manage the On Demand Service Platform Roadmap and its technical architecture* Customer-facing and Internal product management and program management activities for product lifecycle initiation and management, customer satisfaction measurement, and evangelism* Selected for and completed corporate Accelerated Leadership Program* Evangelize EVP business future state vision to senior leadership* Presentation and direct interaction with Oracle CEO on future state business plan direction and implementation* Participant in the development of Leadership Initiatives that cross cut LOBs to develop 10x improvements in margin and mine revenue potential in the Oracle install base* Matrix management of global resources the US, Ireland, UK, Romania and India to plan, develop, deliver and rollout products and services globally.

* Started Service Engineering group to drive proactive issue avoidance up by 80% in problem areas and provide tools and applications to enable anyone to address highly complex problems like: * DB and Performance Tuning * Failed Database Recovery * Database Network Connection Failure * Configuration management of distributed systems* Cross-product consultative and fly and fix to top customers* Started up XLOB group to bring release time lags from months to days* Helped design, roll out and deploy collaborative support solutions* Initialize "Interaction Center" support model concepts * Present executable concepts and ideas to senior executive staff

* Internally and externally evangelize Service Management product suite concepts to Larry Ellison, large strategic customer C-Level executives and executive teams internally and externally.* Matrix management of global resources in US and India* Support automation application prototyping and development completed for organization of 500* Recipient of 2001 Director's Award: "In recognition of prolonged outstanding performance, continuous dedication to excellence, vast technical abilities, and for being an unconditional champion of Oracle Support Services"* Initiated and owned product planning, Product Release Process, and internal and customer facing evangelism functions for Service Engineering.* Interact with development and 3rd party vendors to solve systemic, architectural and integration issues in a scalable, high margin service offering.