Summary
Overview
Work History
Education
Skills
Certification
Honors And Awards
Timeline
Generic

Joseph Welsch

Phoenix,AZ

Summary

Senior Manager with extensive experience at PayPal, specializing in customer satisfaction through strategic planning and performance metrics. Achieved SLA compliance above 80% through effective incident management and talent development. Proficient in Salesforce, enhancing support operations and driving cross-functional collaboration for exceptional results.

Overview

37
37
years of professional experience
1
1
Certification

Work History

SENIOR MANAGER, GLOBAL TECHNICAL SUPPORT / PARTNER SUPPORT

PayPal
03.2024 - 04.2025
  • Directed global technical support operations for merchants, developers, and internal teams, leading a high-performing team of support professionals and maintaining SLA compliance above 80%.
  • Established and scaled a dedicated Partner Support function, implementing white-glove service standards that improved partner satisfaction by 10% and increased case volume by 216% year-to-date.
  • Designed proactive monitoring dashboards to detect early system issues, enabling faster incident response and supporting consistent SLA attainment.
  • Reduced average resolution time by 10% through intelligent case routing, SLA-based prioritization, and process streamlining within Salesforce.
  • Developed and deployed a standardized onboarding playbook that decreased client time-to-value and improved delivery consistency across accounts.
  • Architected and launched a Global Training Program, unifying three product lines under one training instance and increasing employee engagement by 5%.
  • Spearheaded pre-launch support readiness initiatives with Product and Training teams, improving agent ramp-up times and reducing post-launch friction through early enablement and documentation alignment.
  • Introduced AI-driven enhancements to the Knowledge Management system, enabling usage tracking and content effectiveness analysis, which improved agent access to critical support materials.
  • Delivered performance insights and operational recommendations during monthly business reviews, contributing to data-informed strategic decisions.
  • Automated case assignment workflows and implemented a first-in, first-out system, increasing team efficiency and driving ticket response rates over 80%.
  • Built a results-oriented team culture focused on continuous improvement, consistently exceeding customer satisfaction (CSAT) and SLA targets.
  • Championed coaching and talent development using performance metrics and individualized growth plans to elevate team capability and morale.
  • Ensured strict adherence to KPIs and operational workflows, proactively identifying and addressing performance gaps to maintain service excellence.

LEAD MANAGER, MERCHANT TECHNICAL SUPPORT

PayPal
03.2018 - 03.2024
  • Managed a high-impact technical support team serving global merchants, developers, and internal operations, ensuring consistent, high-quality issue resolution and customer satisfaction.
  • Led global initiatives to enhance customer satisfaction, identifying pain points via survey analysis and implementing improvements that drove a 30% year-over-year increase in CSAT.
  • Oversaw the rollout of a global customer satisfaction survey tool, managing all phases from development through implementation to capture actionable customer feedback.
  • Mentored and developed engineers through individualized performance plans, coaching on technical skills and customer engagement to improve service delivery.
  • Regularly monitored team compliance with process flows and guidelines, proactively addressing gaps through corrective action and retraining.
  • Defined and communicated tailored performance objectives for team members, integrating improvement targets, training needs, and long-term development goals.
  • Fostered cross-functional collaboration by building strong relationships across product, engineering, and support to drive alignment on changes affecting processes, policies, and systems.
  • Spearheaded continuous process improvement initiatives, increasing team efficiency and responsiveness in a fast-paced, constantly evolving environment.

TECHNICAL SUPPORT MANAGER, MERCHANT TECHNICAL SUPPORT

PayPal
01.2014 - 03.2018
  • Directed day-to-day operations of a global technical support team, ensuring timely and accurate resolution of complex issues for merchants and developers across multiple platforms.
  • Built a performance-driven team culture centered on accountability, ownership, and continuous improvement, leading to consistently high customer satisfaction.
  • Identified and executed key process optimizations by analyzing support data and gathering stakeholder feedback, resulting in reduced resolution times and improved team throughput.
  • Co-led initiatives to elevate customer satisfaction scores through targeted coaching, workflow enhancements, and focused service quality improvements.
  • Conducted regular mentoring sessions and developed individualized growth plans to support employee development and align with department goals.
  • Collaborated with product, policy, and engineering stakeholders to adjust support practices in response to system and organizational changes.
  • Enforced adherence to standard operating procedures through routine audits, performance checks, and retraining as needed to maintain quality standards.
  • Played a key role in major tool transitions and operational improvements that enabled scalability and supported future global initiatives.

SENIOR CUSTOMER ESCALATIONS MANAGER

Oracle Corporation
07.2012 - 01.2014
  • Managed high stakes customer escalations across delivery teams, serving as the primary escalation contact for strategic accounts and ensuring rapid issue resolution.
  • Collaborated cross-functionally with sales, product, and support organizations to proactively mitigate escalation risks and enhance the end-to-end customer experience.
  • Delivered detailed Root Cause Analyses (RCAs) on critical incidents, identifying systemic issues and recommending solutions that strengthened service quality.
  • Implemented improvements to escalation processes, resulting in a 25% increase in escalation handling effectiveness and driving satisfaction scores to 83%.
  • Represented Oracle to top-tier clients during complex escalations, maintaining executive-level relationships and reinforcing client trust in Oracle's global support.
  • Championed a customer-first mindset across teams, using feedback loops and escalation insights to inform service delivery improvements and organizational learning.

SENIOR MANAGER, GLOBAL PRODUCT SUPPORT

Oracle Corporation
12.2000 - 07.2012
  • Led North American regional operations with 50 direct reports and 3 frontline managers, while driving global strategy across the organization.
  • Served as Global Knowledge Management Lead, overseeing 37,000+ support documents and reducing service request rediscoveries by 11% through improved searchability and content tagging.
  • Decreased incoming service requests by over 10% (approx. 7,200 cases annually) by enhancing self-service content and optimizing article discoverability.
  • Increased Customer Satisfaction from 72% to 81% by refining response protocols and incorporating customer business impact into prioritization models.
  • Directed a global training project to assess and strengthen support skillsets, aligning team development efforts with business objectives and performance gaps.
  • Designed and implemented scalable workflows, scheduling systems, and global coverage models, supporting 24/7 operations and follow-the-sun support delivery.
  • Collaborated with senior leadership to propose operational strategies and led cross-functional task forces aimed at improving quality, productivity, and service delivery.
  • Acted as escalation leader for critical customer issues, reallocating resources and crafting action plans to ensure rapid, effective resolution and client confidence.
  • Championed employee coaching programs to boost engagement and performance, fostering a culture of accountability and continuous learning.

DBA / SENIOR SUPPORT ENGINEER / TEAM LEAD

Oracle Corporation
10.1998 - 12.2000
  • Provided enterprise-level technical support for Oracle 7, 8, and 8i databases across Unix and Windows environments, with specialization in tuning, backup/recovery, networking, and troubleshooting.
  • Consistently exceeded performance KPIs, maintaining SLA adherence above 80% and surpassing ticket resolution volume targets.
  • Acted as team lead and mentor to 10 analysts, guiding daily operations, technical escalation handling, and professional development.
  • Served as primary escalation manager and situation leader for mission-critical client issues, working directly with customer executives and on-site teams to deliver rapid solutions.
  • Supported Oracle production environments, handling installation, capacity planning, performance tuning, and system recovery.
  • Led initiatives to enhance service quality and prevent repeat incidents by refining internal escalation procedures and documentation standards.
  • Delivered extended business-critical support to strategic clients, requiring flexibility, high availability, and cross-functional collaboration.
  • Recognized for strong problem-solving skills, calm leadership under pressure, and ability to drive resolution during high-impact incidents.

DBA / SYSTEMS ENGINEER

Logicon (now part of Northrop Grumman)
04.1997 - 10.1998
  • Delivered primary technical and administrative support for Oracle 8 databases and Oracle Application software in a mission-critical, web-based problem tracking system supporting the Milstar satellite communications program.
  • Managed end-to-end Oracle database administration, including installation, capacity planning, performance tuning, backup/recovery, and user security.
  • Supported secure, high-availability database environments for Department of Defense (DoD) systems, adhering to stringent performance and reliability requirements.
  • Collaborated with engineering teams to optimize database architecture, ensuring scalability, stability, and compliance with operational standards.
  • Maintained detailed documentation for system configurations and recovery procedures to support continuity and audit-readiness.
  • Demonstrated consistent effectiveness in supporting mission systems and addressing technical issues under tight operational timelines.

COMMUNICATIONS MANAGER

U.S. Air Force
09.1988 - 04.1997
  • Oversaw planning, activation, and operational management of advanced global communications systems, supporting secure command and control across UHF, EHF, and SHF bands.
  • Led operations of the Milstar Command Post terminal, enabling mission-critical, secure satellite communications for global defense initiatives.
  • Supervised and trained military personnel across 17 work centers, ensuring operational readiness, technical proficiency, and mission alignment.
  • Developed and implemented standard operating procedures and contingency protocols for worldwide communications infrastructure.
  • Managed day-to-day performance, system uptime, and rapid response to technical issues in high-pressure, mission-critical environments.
  • Directed budget preparation and resource allocation for multi-site communications functions, optimizing personnel deployment and equipment utilization.
  • Played a key role in establishing and maintaining secure data networks supporting satellite command and control systems.
  • Earned multiple commendations and performance awards for leadership, operational excellence, and mission impact under challenging conditions.

Education

MASTER OF SCIENCE - COMPUTER INFORMATION SYSTEMS, EMPHASIS IN DATABASE TECHNOLOGY

REGIS UNIVERSITY
08.2001

BACHELOR OF SCIENCE - COMPUTER INFORMATION SYSTEMS

REGIS UNIVERSITY
08.1998

HIGH SCHOOL -

PALISADES
06.1988

Skills

  • Customer satisfaction
  • Knowledge management
  • Performance metrics
  • Cross-functional collaboration
  • Incident management
  • Talent development
  • Salesforce and ServiceNow proficiency
  • Account management
  • Leadership and team management
  • Metrics-driven decision making
  • Technical support
  • Strategic planning
  • Process automation

Certification

  • Leadership and Management Certificate, Wharton School of Business Online
  • ITIL Foundation Certification

Honors And Awards

  • Oracle Annual Award for Outstanding Contribution to Business Transformation
  • Two Air Medals for Combat Flight Crew Operations
  • Two Air Force Commendation Medals for outstanding job performance
  • Four Air Force Achievement Medals for special job performance
  • Numerous Certificates of Achievement for professionalism and performance

Timeline

SENIOR MANAGER, GLOBAL TECHNICAL SUPPORT / PARTNER SUPPORT

PayPal
03.2024 - 04.2025

LEAD MANAGER, MERCHANT TECHNICAL SUPPORT

PayPal
03.2018 - 03.2024

TECHNICAL SUPPORT MANAGER, MERCHANT TECHNICAL SUPPORT

PayPal
01.2014 - 03.2018

SENIOR CUSTOMER ESCALATIONS MANAGER

Oracle Corporation
07.2012 - 01.2014

SENIOR MANAGER, GLOBAL PRODUCT SUPPORT

Oracle Corporation
12.2000 - 07.2012

DBA / SENIOR SUPPORT ENGINEER / TEAM LEAD

Oracle Corporation
10.1998 - 12.2000

DBA / SYSTEMS ENGINEER

Logicon (now part of Northrop Grumman)
04.1997 - 10.1998

COMMUNICATIONS MANAGER

U.S. Air Force
09.1988 - 04.1997

MASTER OF SCIENCE - COMPUTER INFORMATION SYSTEMS, EMPHASIS IN DATABASE TECHNOLOGY

REGIS UNIVERSITY

BACHELOR OF SCIENCE - COMPUTER INFORMATION SYSTEMS

REGIS UNIVERSITY

HIGH SCHOOL -

PALISADES

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