Jose Alvarez

• Global Program Manager for Middleware Support PUMA (Proactive Upgrade and Migration Assistance) program. This is a customer-facing program that helps customers achieve successful upgrades and migrations for top and strategic customers.
• Oversaw coordination of customer upgrade and migration projects from initial planning to post-production. Lead customer sessions during weekly meetings, escalations, and production cutovers.
• Collaborated with internal Oracle teams, sales, support, support account managers, consulting, and others to ensure customer success and resolve high-level escalations.
• Experience in turning customer experience around.
• Initiated proactive improvements to optimize customer assistance strategies.
• I have led teams in high-level escalations, including 'flight and fix' teams.
• PUMA Links:
• Oracle SOA Suite now on Marketplace
• Proactive Upgrade and Migration Assistance (PUMA) for Fusion Middleware (Doc ID 2922714.1)
• The Global Administrator for Database, Middleware, and Analytics supports organizations of OCI (Oracle Cloud Infrastructure) resources, with over 600 engineers across 30+ regions, and 2 tenancies.
• Tenancies have an average billable rate of $10 million monthly.
• Provided reports to upper management on a regular basis, allocated budgets, and addressed security issues, among many other duties.
• Contributed as founding member of Oracle Software Support Middleware Center of Expertise. This is the top-level support group that handles the top escalations, and with the 'failure is not an option' motto.
• Served as technical resource and subject matter expert for premium customers and internal teams.
• Member of the automation support group working on enabling AI to improve the support ticketing system. Examples include SR similarity, product prediction, KM document suggestions, SR AI-generated summary, and others.
• Experience creator and trainer of Oracle Middleware products. From new hire to complex enterprise deployments, high availability.

Accomplishments

Re architect CBS web site, www.cbs.com, in 48 hours to meet critical public deployment on-site. Lead engagement.

Conducted performance and scalability engagement for Oracle Support’s customer website: http://metalink.oracle.com and store.oracle.com.

Conducted performance and scalability engagement for Bertelsmann Books on Line on-site. This web site was the primary European market competitor to Amazon.Lead the team in Germany.

Conducted architecture and operations review for: General Electric Power System – (Internet Procurement), Priceline.com – (Custom Middletier),

EMC – (Internet Procurement).

Conducted on-site architecture, scalability, and performance engagement for the President’s Council on Year 2000 Conversion Information Coordination Center, www.y2k.gov.

Create and deliver training to customers, including POSCO, in South Korea.

OpenWorld, 2017 speaker and author
“Best Practices for Maitaining Oracle Fusion Middleware”
OpenWorld, 2000 speaker and author
“Trouble Shooting Techniques for iAS/Mod-Jserv”
OpenWorld 1998 speaker and co-author:
“Best Practices in Scaling Oracle Application Server 3.0”

• Migrated embedded Oracle programs from VAX to HP-UX systems, enhancing operational capability.
• Transitioned Oracle6 Pro
• C program to Oracle7 Pro
• Ada, boosting performance and reliability.
• Developed embedded Ada programs for automated testing equipment, streamlining testing processes.
• Contributed technical expertise as internal contractor at Lockheed Martin Tactical Aircraft Systems in Ft. Worth, TX.