Michelle McClary

Senior Technical Support Engineer

Oracle

11.1998 - 09.2025

Provided technical support for software issues, ensuring timely resolution of user inquiries.
Provided technical support for the following software products for EBS - (Accounts Receivable, Accounts Payable, Internet Expenses, Cash Management, Public Sector and Federal Account Receivables, Grants Proposal, Order Management, Advanced Pricing)
Oracle ERP Fusion Cloud Applications - Fusion Supply Chain Management Modules - (Order Management, Pricing, Configurator, Global Order Promising, Shipping, Channel Revenue Management, Service Logistics)
Assisted in troubleshooting complex system problems, utilizing diagnostic tools to identify root causes.
Learned company products and services quickly, delivering effective solutions to enhance customer satisfaction.
While supporting different products, collaborated with Development and Product Management as well as interacting with Cloud Operation and DevOps to ensure timely resolution of customer's issues.
Developed knowledge content and support documentation to facilitate self-service options for customers and reduce inquiry volume.
Implementation Support Lead coordinating cross product teams in the resolution of show stopping implementation issues identified by the customer.
Served as the primary point of contact for escalated issues, collaborating with cross-functional teams to achieve timely resolutions.
Load users and maintained user access for internal test instances for multiple product support teams.
Managed the ticketing system of Call Center, PQM, and Fusion Service for routing the Service Requests to the correct SCM product groups.
Communicated with software development teams to ensure software bugs are patched so that customer are able to meet critical business milestones.
Generate internal test cases to reproduce customer business scenarios to debug with Development and Product Management.
Utilize various tools to troubleshoot customer issues, such as Job Control, Cloud Environment Management to run SQL quiries and enable, trace and and gather log files.
Clearance to work US Government customers.