Kathryn White
Oracle USA
VALLEYCENTER,KS
1
Certification
2027
years of professional experience
Driven Principal Technical Support Engineer with a proven track record in customer support and incident management. Expertise in software diagnostics and training, ensuring optimal support workflows.
Work History
Lead Technical Support Engineer
19 Years 6 Months- Directed Oracle software support efforts to resolve complex customer issues with speed and accuracy. Applied broad financials knowledge across General Ledger, Assets, Payables, and Receivables. Prioritized and managed the daily queue of 50 to 90 customer issues. Consistently delivered closure rates above targets while sustaining very high customer satisfaction.
- Provided operational support across Fusion and e-business suite platforms.
- Authored or revised most Oracle assets technical reference guides, ensuring accuracy and clarity for documentation use.
- Developed knowledge articles covering technical issues and how-to guidance. Regularly maintained knowledge base content to keep information current.
- Provided pre-release testing for new software releases from development prior to code release, and owned quality assurance testing across defined expertise areas (including group depreciation).
- Assessed current service request automation flows, implemented automation improvements as Automation Manager, and aligned automation changes with reduced response time, improved service delivery, and optimized support engineer resource utilization.
- Mentored junior engineers to build technical support skills and follow best practices. Helped new hires learn module functionality and use available tools effectively.
- Provided analysis and guidance for difficult or complex client issues as primary point of contact for root-cause determination and resolution.
- Delivered training classes to support engineers and maintain effective engineering practices.
- Advised clients on implementation best practices and aligned support with project needs. Served as central contact for major clients to coordinate multiple ongoing issues and accelerate resolution during implementation phases.
Product Support Manager
7 Years 10 Months- Diagnosed and resolved issues across general ledger, payables, receivables, assets, and iExpenses. Delivered around-the-clock support for data interfaced into Oracle Financials.
- Liaison between functional support at site and Oracle Support Services. Logged and managed at Service Requests with Oracle Support.
- Develop implementation plans for new initiatives and coordinate implementation activities. Manage data conversions and guide customization efforts. Design specifications for new implementations and customizations.
- Completed over 100 conversions of data into or out of Oracle Financials for acquisitions and divestitures. Managed 10.7 NCA to 11.5.7 upgrade on time and under budget.
- Led cross-functional teams, aligning development leadership and functional stakeholders on resource allocation and project timelines to support on-time implementation go-lives and objectives.
- Created training and support materials to enable junior staff and end users to effectively implement new product releases and utilize features.
- Developed reusable test plans for major and critical functionalities to support consistent test execution.
- Optimized support workflows and ticket handling to enhance response times and reduce resolution delays.
Treasury Manager
2 Years- Designed and executed cash management strategies to improve liquidity positioning across multiple business units.
- Managed forecasting processes, enhancing accuracy in cash flow projections and financial planning.
- Collaborated with cross-functional teams to identify funding needs and structure financing solutions.
- Mitigated risk by implementing internal controls and safeguards for revenues and expenditures.
- Streamlined payment processes by implementing an electronic payment system that reduced manual errors and increased operational efficiency.
- Mentored junior staff on treasury best practices, fostering professional development within the team.
Oracle Payables Implementation Manager
4 Months- Led cross-functional teams to implement innovative solutions improving operational efficiency across multiple projects.
- Managed implementation strategies across business sites and networks to align operations with project goals.
- Oversaw implementation of customizations to enhance functionality and meet client specifications.
Cash Manager
4 Years 8 Months- Oversaw cash flow management to ensure liquidity and financial stability.
- Managed daily cash position and overnight lending.
- Implemented new financial systems to enhance security and reporting.
Cash Manager
- Original implementer of Cash Management systems and tasks following leveraged buyout of the company.
- Developed forecasting models to predict cash requirements and enhance decision-making. Updated cash flow forecasts weekly.
- Reviewed all store level banking relationships and improved cash controls.
- Developed standard procedures for cash management and reporting from stores to the corporate cash management office.
Operational Auditor
1 Year 3 Months- Conducted comprehensive store audits ensuring compliance with corporate policies and regulatory requirements.
- Evaluated new construction records for accuracy and identified discrepancies, enhancing reporting integrity.
- Provided quality assurance testing for new IT systems under implementation.
- Developed detailed audit reports summarizing findings and presenting recommendations to management.
Financial Systems Trainee
1 Year 6 Months- Provided training opportunities on the sales floor, in the warehouse, in Accounting and Payroll, and in Audit.
- At end of training was offered the choice to pick my first full time assignment.
Education
MBA - Accounting
Bachelor of Arts - European History
Skills
Oracle Financials support
Incident resolution
Remote diagnostics
Quality assurance testing
Customer support
Oracle Financials diagnostics
Certification
Oracle Cloud Foundation, June 2024
Timeline
Lead Technical Support Engineer
Oracle USA
03.2007 - 09.2026Read More
Product Support Manager
Koch Industries
05.1999 - 03.2007Read More
Treasury Manager
Koch Industries
05.1997 - 05.1999Read More
Oracle Payables Implementation Manager
Cummins Engine Company, Inc.
01.1997 - 05.1997Read More
Cash Manager
Cummins Engine Company
05.1992 - 01.1997Read More
Operational Auditor
Saks Fifth Avenue
02.1989 - 05.1990Read More
Financial Systems Trainee
Saks Fifth Avenue
08.1988 - 02.1990Read More
Cash Manager
Saks Fifth Avenue
1990 - 05.1992Read More
Purdue University
MBA from Accounting
Read More
Purdue University
Bachelor of Arts from European History
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