Denise Olson
Old Town,Florida
Summary
Dynamic Technical Support Manager with a proven track record at Oracle, enhancing customer satisfaction through effective incident management and proactive communication. Skilled in technical troubleshooting and team building, I consistently drove performance improvements, achieving top-tier customer satisfaction ratings while fostering a culture of continuous improvement and collaboration.
Overview
24
24
years of professional experience
Work History
Technical Support Manager
Oracle
Old Town, FL
10.2023 - 2025
- Tracked KPIs and created continuous improvement plans.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Improved customer relationships through proactive communication and follow-ups on resolved issues.
- Implemented effective performance metrics, driving continuous improvement in the support team''s performance.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Increased customer satisfaction ratings to consistently within the highest level of a 5.
- Developed and implemented training initiatives for new hires.
- Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
Principal Analyst
Oracle
Colorado Springs, CO
09.2014 - 09.2023
- Enhanced client satisfaction with timely delivery of high-quality reports, addressing their specific business needs.
- Mentored junior analysts to develop skills, enhance productivity, and contribute positively to the team dynamic.
- Presented key findings to stakeholders in a clear and concise manner, facilitating informed decision-making processes.
- Increased team collaboration and communication by initiating regular meetings, fostering open dialogue, and providing constructive feedback.
- Implemented process improvements resulting in greater efficiency within the organization while maintaining a high level of quality assurance.
- Established strong working relationships with clients through excellent interpersonal skills and attentive customer service practices.
- Collaborated with stakeholders to identify business needs and data sources.
- Provided technical support for troubleshooting analytics and reporting issues.
Technical Support Engineer
Imagine Communications
04.1999 - 09.2023
- Tracked KPIs and created continuous improvement plans.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Improved customer relationships through proactive communication and follow-ups on resolved issues.
- Implemented effective performance metrics, driving continuous improvement in the support team''s performance.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Increased customer satisfaction ratings to consistently within the highest level of a 5.
- Developed and implemented training initiatives for new hires.
- Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
Education
Coronado Highschool
Colorado Springs, COSkills
- Customer communications
- Technical troubleshooting
- Incident management
- Software support
- Escalation management
- System administration
- Remote support
- Customer support
- Training and mentoring
- Ticketing system expertise
- Team building
- Customer support management
- Staff training
- Managing service level agreements
- Customer de-escalation
- SLA management
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision-making
- Relationship building
- Task prioritization
- Self motivation
- Interpersonal skills
- Professionalism
- Continuous improvement
- Technical support
- Performance metrics
Timeline
Technical Support Manager
Oracle
10.2023 - 2025
Principal Analyst
Oracle
09.2014 - 09.2023
Technical Support Engineer
Imagine Communications
04.1999 - 09.2023
Coronado Highschool