Summary
Overview
Work History
Education
Skills
Volunteer Work
Timeline
Generic

Jason Miles

Herriman,Utah

Summary

Senior Technical Support Engineer and Business Professional with 18+ years of experience helping clients maintain smooth operations. Expertise in Dell EMC storage systems and VMware, Windows, and Linux environments. Commended for rapidly and effectively resolving downtime and providing exceptional customer service.

Overview

19
19
years of professional experience

Work History

Senior Technical Support Engineer - Dell Technologies

Dell EMC
11.2017 - Current
  • Technical Support for Dell EMC VNX Series and Unity Series storage arrays; SAN and NAS
  • Enterprise File and Block storage, server hardware, and virtual environment support
  • Network troubleshooting; host to SAN connectivity issues, Cisco, Brocade switches, fabric cabling, ports
  • Resolve complex hardware and software issues, remote troubleshooting to rapidly resolve data access issues
  • Respond to customer phone calls and service requests for reported problems and inquiries
  • Act as a customer liaison and point of contact throughout the ticket lifecycle
  • Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
  • Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
  • Proactively identified trends in technical issues, implementing preventative measures to reduce future occurrences.
  • Enhanced team efficiency by creating and maintaining comprehensive documentation of support procedures and best practices.
  • Contributed to product development by providing valuable feedback from customers and identifying opportunities for improvement.
  • Collaborated with sales teams to provide pre-sales technical assistance, helping secure new business deals and increase revenue.
  • Maintained strong relationships with key clients through regular communication and personalized support strategies.
  • Improved overall system stability by conducting thorough root cause analysis on recurring issues and implementing corrective actions.
  • Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
  • Spearheaded internal initiatives aimed at improving overall support performance metrics across the organization, leading to increased client satisfaction scores year over year.

Customer Success Manager

DealerSocket
07.2017 - 11.2017
  • Responsible for driving the success of DealerSocket products and services for assigned car dealerships
  • Resolve complex problems, increase adoption, ensure customer satisfaction and retention, and create opportunities to introduce new DealerSocket products
  • Establish a trusted strategic advisor relationship to drive value of products to car dealerships in AR, OK, MS, LA, TN, KY, and WV
  • Advocate for the customer including resolution of issues and push for product improvements
  • Assist customer in achieving their goals through the establishment of agreed upon performance metrics.
  • Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
  • Streamlined customer onboarding process for accelerated product adoption and increased retention rates.

Customer Support Manager - Oracle Hospitality OPERA Cloud Services

Oracle Corporation
04.2016 - 06.2017
  • Troubleshoot and resolve issues reported by hotels using Oracle MICROS Opera Property Management System applications; work with customers to fix various application, integration, and server issues
  • Escalation manager; handled customer escalation calls, discussed next steps and action plans and followed customer reported issues to resolution
  • Held weekly calls with IT Executives to review urgent, escalated issues and to provide updates on product issues and defects from the Oracle Support, Development, and Operations Teams
  • Managed the dedicated help desks for Oracle Top Accounts including Carlson Rezidor Hotels Group, Intercontinental Hotels Group, and Wyndham Hotels Group
  • Created a working relationship with the Sustaining Engineering, Development, and Cloud Operations Teams, streamlining hotfixes, patches and updates to resolve product defects more quickly
  • Oversaw service request queue assignment and quality; reduced team SR backlog by over 500% in 6 months
  • Facilitated and coordinated internal training curriculums to increase employee product knowledge and skills development
  • Created a 3-week new hire product training and mentorship program, scheduled weekly Hot Topic Trainings for my team to learn from product experts
  • Guided my team to increase Same Day Resolution of cases by 65% and First Hour Resolution by 94% in 9 months.

Senior Technical Support Engineer - Oracle Fusion Applications

Oracle Corporation
04.2015 - 04.2016
  • Oracle Cloud Central Support Team; Troubleshoot and resolve Oracle Sales Cloud CRM, HCM, and ERP Fusion Applications issues
  • Promptly assisted in resolving application and server issues through constant communication with the customers and Oracle extended teams until there was complete resolution and customer satisfaction
  • Scheduled and managed the P2T (Production to Test) Refreshes for Fusion Cloud Customers
  • Communicated with C-Level and IT Executive customers to assist with their product implementation in preparation for Production Go-Live
  • Collaborate with Oracle Cloud Operations, DBA, Engineering, and Networking Teams to fix complicated issues and product defects.

CRM Administrator, Senior Technical Support Engineer - Oracle CRM On Demand

Oracle Corporation
07.2009 - 04.2015
  • Business Systems Administrator for CRM On Demand and other Oracle hosted SaaS products
  • Promptly handled customer CRM On Demand, Analytics, Support Portal, and integrated SaaS product issues through research, troubleshooting, and resolution
  • Successfully maintained licensing contracts for 400+ companies and 100k user licenses in APAC and LAD Regions
  • Effectively handled provisioning, delivery and configuration of customer tenants on Oracle servers within global data centers
  • Delivered outstanding guidance and support to customers, enhanced customer satisfaction and user adoption through continuous post-sale service and successful customer engagements with Oracle CRM platforms to guarantee full utilization and value
  • Provided keen oversight to customer SaaS product contracts and subscription terms, collaborating with customers, Oracle partners, Finance, Order Management, and hundreds of Sales Reps in more than 40 countries
  • Increased customer renewals and revenues by pursuing software-as-a-service contracts and subscription terms; relayed renewal opportunities, customer reports and analytics to Sales
  • Consistently recognized by customers and peers for resolving difficult issues and providing exceptional customer service; recipient of several On the Spot Awards for excellent service and completing complex projects.

Application Sales Representative, North America Strategic Accounts

Oracle Corporation
11.2007 - 07.2009
  • Played an integral role in managing accounts and carrying sales quota for Fortune 500 companies
  • Spearheaded the construction of pipeline and the development of strategic relationships with partners and field sales reps in enhancing and closing sales through forecasting, account resource allocation, and planning
  • Dynamically acquired new opportunities as well as delivered customer solutions presentations, value propositions, and CRM demonstration
  • Functioned effectively in negotiating with C-level and VP-level executives for pricing and sales closing; new markets penetration; and new practices for staff coaching and training
  • Formulated relationships with install base customers for CRM On Demand, Siebel On-Premise, and other Oracle applications to expand the Oracle footprint for existing customers
  • Negotiated customer user agreement contracts; engaged Legal and Business Operations teams
  • Received Oracle sales awards including All-Star of the Quarter and Black Diamond Award.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Expanded customer base through cold calling, networking, and relationship building.

Business Development Consultant, Canada

Oracle Corporation
05.2006 - 11.2007
  • Discovered, qualified and acquired potential sales opportunities for Oracle and Siebel CRM applications through strategic call campaigns and marketing events; performed requirements analysis with prospects to find solutions
  • Collaborated with field account executives, technical account managers, and sales consultants to strengthen relationships with account base and maintain and maximize revenue for new and existing customers.
  • Increased client base by identifying new business opportunities and developing strategic partnerships.

Call Center Manager

Overstock.com
10.2004 - 04.2006
  • Managed a team of 18 people in a call center environment
  • Interviewed, hired, and developed a call center staff, provided coaching and process improvements
  • Training on service and sales techniques, product training, information systems, company policies
  • Managed sales performance reports and metrics, goals and projections
  • Cultivated relationships with suppliers and partners, resolved customer escalations.

Education

MASTER OF BUSINESS ADMINISTRATION - MANAGEMENT AND INFORMATION SYSTEMS

University of Utah
Salt Lake City, Utah

BACHELOR OF ARTS IN BUSINESS ADMINISTRATION -

University of Utah
Salt Lake City, Utah

Skills

  • Remote Diagnostics
  • Cross-functional Collaboration
  • Performance Optimization
  • Data Backup and Recovery
  • Server Maintenance
  • Root Cause Analysis
  • Remote Support
  • Incident Management
  • Advanced Troubleshooting
  • Customer Support
  • Issue Research
  • Ticket Management
  • Hardware Upgrades
  • Team Leadership
  • Interpersonal Communication
  • Technical Expertise

Volunteer Work

  • Missionary for The Church of Jesus Christ of Latter Day Saints in Ivory Coast, Africa.
  • 2023 Humanitarian Trip with HXP to San Pablo, Philippines.
  • Assistant Football Coach for Ute Conference. 2023 Pee Wee Champions!



Timeline

Senior Technical Support Engineer - Dell Technologies

Dell EMC
11.2017 - Current

Customer Success Manager

DealerSocket
07.2017 - 11.2017

Customer Support Manager - Oracle Hospitality OPERA Cloud Services

Oracle Corporation
04.2016 - 06.2017

Senior Technical Support Engineer - Oracle Fusion Applications

Oracle Corporation
04.2015 - 04.2016

CRM Administrator, Senior Technical Support Engineer - Oracle CRM On Demand

Oracle Corporation
07.2009 - 04.2015

Application Sales Representative, North America Strategic Accounts

Oracle Corporation
11.2007 - 07.2009

Business Development Consultant, Canada

Oracle Corporation
05.2006 - 11.2007

Call Center Manager

Overstock.com
10.2004 - 04.2006

MASTER OF BUSINESS ADMINISTRATION - MANAGEMENT AND INFORMATION SYSTEMS

University of Utah

BACHELOR OF ARTS IN BUSINESS ADMINISTRATION -

University of Utah

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