Sam Farris Email & Phone Number

Austin, Texas, Us

I was a valued global leader who oversaw 24/7 support of global clients. My energetic and effective leadership style inspired and guided this team through big picture vision, adapt to change management, face challenges, and provide high quality troubleshooting and technical support with a focus on customer service. I presented plan vs actual results to upper management regularly to showcase department performance and performed HR functions of hiring, onboarding, promotions, transfers, discipline, and compensation. In this role, I was also the visionary for determining fix/break solution process improvements and the main point of contact for Oracle and MICROS Systems high profile accounts, escalating issues as appropriate. Career Highlights: ► I raised customer satisfaction by 25% and decreased issue escalation by 40% through effective management and corrective actions. I also streamlined support activities to reduce customer wait times by 30%. ► Created a global support process and techniques that improved quality outcomes put forth by the support team. ► I was able to increase staff by 600% within nine-months to accommodate growing business needs and reduced internal attrition by 20% thereby creating operational excellence. ► Efficiently oversaw the addition of new support sites, hiring, onboarding, training, and scheduling of an additional 100+ new employees.

Austin, Texas, Us

Due to my successful leadership within previous Oracle positions, I was promoted to program manage the installation and post-installation technical support of Oracle’s world-wide customer base where I: managed multiple product families and support standards, software usability, and functional testing (Quality Assurance) activities for Oracle support tools and system development life cycle; and enabled continuous product and process improvements. As Certified Scrum Master, I utilized Agile development methodologies to improve internal and external support tools in collaboration with the development team. Career Highlights: ► I program managed a multitude of support programs which resulted in a 15% increase in employee productivity as well as enhanced client experiences and defined requirements for pre/post installation tool kits. ► Instituted best practices within Oracle’s internal support department and implemented the ITIL service operations model that allowed the technical service desk to manage and maintain 35+ applications. ► Initiated change management for internal ticketing process that ensured documentation, review, and outcomes of implementations. ► I also approved and prioritized 200+ development changes/revisions to tool sets that increased engineering productivity.

Austin, Texas, Us

I was highly effective at redesigning the global procurement and core manufacturing applications teams. Here, I automated internal processes and leveraged product and support experience to not only enhance, but improve our customer’s experience. Career Highlights: ► Standardized engineering issues to resolve workflows. Automated customer system data collection to complete support tickets 5% faster.► Created rules based upon problem signatures and automated collected data analysis, therefore eliminating problem recurrence.► And, I created a standard viewing tool for support and development engineers to read output of diagnostics, resulting in a quicker understanding of customer configurations as well as faster issue identification – all efforts resulted in increased resolution time and improved customer satisfaction.

Austin, Texas, Us

As Senior Manager, I oversaw all aspects of the global support teams related to Oracle E-Business manufacturing products including Procurement, iProcurement, MRP, WIP, BOM, Cost, Process Manufacturing, and Exchange. Career Highlights: ► I was essential in the strategic planning of all global support operations. ► Vital and valued team member in the establishment of a new support center in India by collaborating with cross functional teams. Created roll-out procedures and resource requirements for multiple product families at this new support center. ► My team leadership enabled me to maintain a high level of employee satisfaction that bolstered employee career goals. I drove operational performance by implementing policies and procedures, correlated department goals with individual employee objectives, and measured results against plan to make positive impacts on business outcomes.

Austin, Texas, Us

Considered content owner and expert of Oracle’s Customer Portal. Career Highlights: ► Created standards that solved engineering problems which resulted in consistent workflows and increased customer satisfaction.► I designed, coordinated, and delivered training plans for a diverse product portfolio to Oracle’s engineering community. ► And, produced content, designed training, and provided documentation for the release of new products and features prior to their roll-outs.

Austin, Texas, Us

As the Senior Support Engineer, I supported Oracle’s E-Business suite where I specialized in procurement products. I was considered as a trusted advisor by clients, providing strategic functional and technical support for all issues arising from production environment or installations. And, I ensured there was no loss of client base through timely and exceptional customer service as well as innovative thinking.Career Highlights: ► I produced automated technology to diagnose, document, resolve, and avoid customer issues. ► Crucial team member of the Problem Avoidance/Solving team that addressed extremely complex and critical customer issues.

B.S., Management Information Systems

B.S., Accounting