Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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STEVEN PERRIN

Overland Park

Summary

Results-driven Product Support Supervisor with 4+ years of enterprise software support expertise and proven organizational leadership. Currently manage 9 technical support associates across 2 specialized teams while maintaining 92% customer satisfaction. Led organization-wide initiatives including metrics programs for 21 support teams, knowledge management for 950+ articles across 25 teams, and onboarding training development. Proven expertise in enterprise software troubleshooting, database management, process optimization, and cross-functional collaboration with engineering teams.

Overview

14
14
years of professional experience

Work History

Product Support Supervisor

Oracle Health
01.2022 - Current
  • Lead and develop 9 technical support associates across 2 specialized teams supporting Oracle Health orders and mPages solutions for healthcare clients
  • Manage escalated technical issues for complex Oracle Health software integrations, maintaining 92% overall customer satisfaction score
  • Established monthly team metrics review program for 21 first response support teams across all Oracle Health solutions, enabling data-driven performance optimization and proactive issue identification
  • Led comprehensive knowledge management initiative coordinating cleanup and maintenance of over 950 knowledge articles across 25 different teams, improving information accuracy and accessibility organization-wide
  • Assisted with remodel and development of onboarding training structure for support teams, creating standardized training protocols to improve new hire readiness and reduce time-to-productivity
  • Collaborate with Oracle Health engineering teams to identify, prioritize, and track software defects and enhancement requests through resolution
  • Oversee critical database maintenance activities including field updates, table queries, and server cycling to ensure optimal system performance for healthcare operations
  • Develop team training programs and technical documentation to improve first-call resolution rates and enhance team expertise across multiple Oracle Health modules
  • Monitor and report on team performance metrics including response times, resolution rates, and customer satisfaction scores to drive continuous improvement

Technical Solution Analyst

Oracle Health
01.2020 - 01.2022
  • Provided tier-2 technical support for Oracle Health software solutions, specializing in front-end application troubleshooting and healthcare workflow optimization
  • Performed complex technical analysis including log file capture, database querying, and server diagnostics to resolve critical healthcare software issues impacting patient care
  • Conduct advanced technical investigations using comprehensive troubleshooting methodologies including log analysis, database querying, server diagnostics, and end-user workflow testing
  • Collaborated with healthcare end-users to replicate issues, gather requirements, and validate solutions through comprehensive testing protocols
  • Documented technical solutions and created knowledge base articles for common Oracle Health platform issues, improving team efficiency and knowledge sharing
  • Supported software implementations and upgrades, ensuring minimal downtime and smooth transitions for healthcare clients

Aviation Structural Mechanic Safety Equipment

United States Navy
01.2012 - 01.2016
  • Led safety and maintenance operations for multimillion-dollar aircraft systems, achieving zero personnel mishaps during evaluations through rigorous process adherence and team coordination
  • Performed 500+ scheduled and unscheduled maintenance actions on aircraft systems, including hazardous material handling and safety equipment maintenance, resulting in 4,000+ mishap-free man hours
  • Maintained critical safety systems including liquid oxygen handling and ordnance systems, ensuring 100% operational readiness for 4 aircraft fleet

Education

University of La Verne
La Verne, CA

Bachelor's Degree - Information Technology

University of Missouri
Columbia, MO
01.2020

Skills

  • Leadership & Management: Software Support Management, Team Development, Performance Management (9 direct reports), Cross-Functional Collaboration
  • Technical Expertise: Enterprise Software Troubleshooting, Database Management (SQL), Process Improvement, Technical Analysis & Problem Resolution
  • Operations Excellence: SLA Management, Customer Success (92% satisfaction), Knowledge Management, Training Program Development, Metrics & Performance Analytics

Accomplishments

  • Successfully manage 9-person technical support team with 92% customer satisfaction rating
  • Implemented organization-wide metrics program covering 21 support teams
  • Led knowledge management initiative for 950+ articles across 25 teams
  • Contributed to onboarding training structure redesign for improved new hire productivity
  • Maintained zero safety incidents across 4,000+ man hours in high-risk military operations
  • Achieved consistent high performance in complex enterprise software support environment

Timeline

Product Support Supervisor

Oracle Health
01.2022 - Current

Technical Solution Analyst

Oracle Health
01.2020 - 01.2022

Aviation Structural Mechanic Safety Equipment

United States Navy
01.2012 - 01.2016

Bachelor's Degree - Information Technology

University of Missouri

University of La Verne

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