Melissa Glenn

Experience

• 

  Kensington Elementary School

  Sept 1995 - Aug 1997

  Teacher
• 

  Oracle

  Aug 2022 - now

  --Assist Oracle Customers with management and resolutions of Escalations of high priority issues--Technical Lead for key Advanced Technologies with Oracle Directory products--Knowledge Management Team lead for Oracle Internet Directory and Oracle Virtual Directory (including libOVD)--Advanced Level Expertise in Managing complex LDAP integrations--Deliver Hands-on expertise training to Oracle Support Engineers globally across all Support regions.--Work with our internal Cloud Services Teams, Oracle Customer On-site Consultants and Advanced Customer Services Teams with their customer specific issues.--Partner with Identity Management Directory Development Organization in learning of operations of new product releases and delivering to support wide organization--Maintain systems for customer test cases and defect diagnosis. Show less Directly responsible for managing daily customer escalation activities, working with customers who received support for Oracle’s Identity and Access Management suites. Responsibilities included opening customer escalations, managing escalations through service request lifecycle, discussing issues with customers, developing customized client solutions, monitoring solution performance, assisting support engineers in managing and prioritizing their workloads, attending daily war room calls, customer relations, and handling a wide variety of special projects.Selected Accomplishments and Initiatives:▪ Work within a support escalation operation which consistently mets all company-wide expectations.▪ Opened and managed customer escalations and managed them through to successful conclusion.▪ Coordinate across team including Support, Development and Product Management, and Account Teams. ▪ Frequently communicates with executives both at Oracle and customer sites.▪ Served as Customer Escalation Manager for priority customers, and managed multiple escalations per key events, including pre-production, production go-lives, and upgrades.▪ Play a key role in many projects including escalation avoidance, cloud on-boarding, engineer queue management, initial response reviews, aged backlog, and other key areas.▪ Ensure timely issue resolution and attained high levels of customer satisfaction and retention.▪ Host weekly Escalation Manager meetings via Zoom.▪ Product specialties included the entire Oracle Identity and Access Management suites. Show less

  • Principal Technical Support Engineer

    Jan 1999 - now

  • Customer Escalation Manager

    Aug 2022 - now