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Oliver Kelly
Principal Technical Support Engineer
Los Altos, California, US
[email protected] | (650) 224-9906
http://www.linkedin.com/in/oliverkelly
Summary
- Support Oracle's latest Commerce applications and assist customer's transition to cloud applications.
- Conduct detailed analysis of solutions for customers and also provide root cause analysis.
- Enhance supported operations by designing and delivering solutions to reduce resolution time.
- Educate employees and train new employees on products and technical processes.
- Enrich client relationships through customer success programs.
- Mentor and motivate other support engineers in leveraging technology trends.
- Excellent communication skills and customer management skills,
enthusiastic, highly motivated.
- Over 20 years in related technology.
Accomplishments
Support Solutions Automation
Developed and implemented a configuration and log file gathering utility to allow customers to rapidly provide required files to support engineers. The utility was designed to locate and compress into a single archive all necessary files for troubleshooting resulting in issues being resolved sooner.
Tools Used: Java, Bash Shell.
Customer Support Lead
Provide enhanced service and support for strategic customer go-lives. Conducting weekly customer meetings to Identify critical issues and acting as a technical liaison between customer and product development.
Intrapreneurship
Winner of 2018 Oracle's 1Mby1M scholarship challenge. Learn the skills necessary to become an innovator using the 1Mby1M program and create a product idea for Oracle. The idea I developed is an Augmented Reality solution for retail shoppers. The idea is currently being evaluated for use with Oracle's Cloud Commerce Suite.
Tools Used: C#, Unity, Vuforia.
Mentorship
Coach at Oracle's Design Tech School. Assist High School Kids with "Internet of Things" program to build a miniature intelligent traffic light using IoT sensors.
Tools Used: Python, Raspberry Pi Development.
Speaking
Keynote speaker for 2017 JavaOne4Kids conference. Discussed how gaming and innovative technology can motivate the next generation of coders. Demonstrated a game mod I created that transforms a physical board into a fun coding project using Python and Raspberry Pi.
Mobile App Development
Designed and developed a mobile VR App that allows users experience a Solar Eclipse. The App "Solar Eclipse VR" was the # 1 downloaded app in the paid entertainment category in the Google PlayStore when launched in August 2017. It was featured in the Google DayDream Store as well as the USAToday digital newspaper.
Tools Used: DayDream SDK, Unity,Firebase, C#.
Education
DeVry University-California,
Bachelor of Science B.Sc., Game and Simulation Programming
2009 ~ 2013 Honors Magna Cum Laude
Allied Computer Institute, Dublin, Ireland
Associate degree Computer Programming, 1989 ~ 1992
Unity Developer
Unity developer certification Mar 2017.
Work Experience
Oracle Corp, Principal Technical Support Engineer Sept 2011 ~ Current
Provide technical product expertise to cloud partners and internal technical groups.
Worked as an auditor to review critical service requests and provide feedback with the goal to increase customer satisfaction levels.
Provide training/mentoring to members of support.
Work and resolve technical service requests for customers recently transitioning to cloud.
Review design documents and requirement specifications to ensure that customer issues are minimized during the support phase.
Design and prototype future product features based on customer requirements.
InQuira, Senior Technical Support Engineer April 2010 ~ Oct 2011
Create solutions to address complex customer requirements and develop program samples to demonstrate product functionality.
Primary support engineer and point of contact for premium customers.
Assist development with testing of new feature and product releases.
Replication of complex bugs for development.
Nextance, Technical Support Manager - Oct 2006 ~ April 2010
Created the customer support programs for Nextance customers.
Work with Engineering to find solutions to customer issues and requirements.
Provide technical guidance to support engineers.
Managed local and off shore teams of technical support staff.
Nextance, Technical Architect - Oct 2003 ~ Oct 2006
Implement customer projects while managing technical aspects from design phase to go-live.
Work with engineering to find product solutions to customer requirements.
Provide technical guidance to implementation engineers.
Traveled off-shore to manage consultants during project implementation stage.
Nextance, UI Developer - Mar 2000 ~ Oct 2003
Work with product marketing to design and implement UI standards and specification.
Designed and built custom features for product demonstrations.
Siemens Healthcare, Advanced Programmer/Analyst - Aug 1997 ~ Oct 2000
Responsible for all technical aspects of Siemens’ healthcare Internet presence, providing on-going development and maintenance of web applications and pubic web sites.
Virtual Reality Evangelist - Aug 2017 ~ June 2019
Responsible for developing Virtual Reality game design mechanics, designing and prototyping new game features and working with the gaming community. Supporting the distribution and market places for all of Rocket's entertainment products.
Oliver Kelly
Principal Technical Support Engineer
Los Altos, California, US
[email protected] | (650) 224-9906
http://www.linkedin.com/in/oliverkelly
Summary
- Support Oracle's latest Commerce applications and assist customer's transition to cloud applications.
- Conduct detailed analysis of solutions for customers and also provide root cause analysis.
- Enhance supported operations by designing and delivering solutions to reduce resolution time.
- Educate employees and train new employees on products and technical processes.
- Enrich client relationships through customer success programs.
- Mentor and motivate other support engineers in leveraging technology trends.
- Excellent communication skills and customer management skills,
enthusiastic, highly motivated.
- Over 20 years in related technology.
Accomplishments
Support Solutions Automation
Developed and implemented a configuration and log file gathering utility to allow customers to rapidly provide required files to support engineers. The utility was designed to locate and compress into a single archive all necessary files for troubleshooting resulting in issues being resolved sooner.
Tools Used: Java, Bash Shell.
Customer Support Lead
Provide enhanced service and support for strategic customer go-lives. Conducting weekly customer meetings to Identify critical issues and acting as a technical liaison between customer and product development.
Intrapreneurship
Winner of 2018 Oracle's 1Mby1M scholarship challenge. Learn the skills necessary to become an innovator using the 1Mby1M program and create a product idea for Oracle. The idea I developed is an Augmented Reality solution for retail shoppers. The idea is currently being evaluated for use with Oracle's Cloud Commerce Suite.
Tools Used: C#, Unity, Vuforia.
Mentorship
Coach at Oracle's Design Tech School. Assist High School Kids with "Internet of Things" program to build a miniature intelligent traffic light using IoT sensors.
Tools Used: Python, Raspberry Pi Development.
Speaking
Keynote speaker for 2017 JavaOne4Kids conference. Discussed how gaming and innovative technology can motivate the next generation of coders. Demonstrated a game mod I created that transforms a physical board into a fun coding project using Python and Raspberry Pi.
Mobile App Development
Designed and developed a mobile VR App that allows users experience a Solar Eclipse. The App "Solar Eclipse VR" was the # 1 downloaded app in the paid entertainment category in the Google PlayStore when launched in August 2017. It was featured in the Google DayDream Store as well as the USAToday digital newspaper.
Tools Used: DayDream SDK, Unity,Firebase, C#.
Education
DeVry University-California,
Bachelor of Science B.Sc., Game and Simulation Programming
2009 ~ 2013 Honors Magna Cum Laude
Allied Computer Institute, Dublin, Ireland
Associate degree Computer Programming, 1989 ~ 1992
Unity Developer
Unity developer certification Mar 2017.
Work Experience
Oracle Corp, Principal Technical Support Engineer Sept 2011 ~ Current
Provide technical product expertise to cloud partners and internal technical groups.
Worked as an auditor to review critical service requests and provide feedback with the goal to increase customer satisfaction levels.
Provide training/mentoring to members of support.
Work and resolve technical service requests for customers recently transitioning to cloud.
Review design documents and requirement specifications to ensure that customer issues are minimized during the support phase.
Design and prototype future product features based on customer requirements.
InQuira, Senior Technical Support Engineer April 2010 ~ Oct 2011
Create solutions to address complex customer requirements and develop program samples to demonstrate product functionality.
Primary support engineer and point of contact for premium customers.
Assist development with testing of new feature and product releases.
Replication of complex bugs for development.
Nextance, Technical Support Manager - Oct 2006 ~ April 2010
Created the customer support programs for Nextance customers.
Work with Engineering to find solutions to customer issues and requirements.
Provide technical guidance to support engineers.
Managed local and off shore teams of technical support staff.
Nextance, Technical Architect - Oct 2003 ~ Oct 2006
Implement customer projects while managing technical aspects from design phase to go-live.
Work with engineering to find product solutions to customer requirements.
Provide technical guidance to implementation engineers.
Traveled off-shore to manage consultants during project implementation stage.
Nextance, UI Developer - Mar 2000 ~ Oct 2003
Work with product marketing to design and implement UI standards and specification.
Designed and built custom features for product demonstrations.
Siemens Healthcare, Advanced Programmer/Analyst - Aug 1997 ~ Oct 2000
Responsible for all technical aspects of Siemens’ healthcare Internet presence, providing on-going development and maintenance of web applications and pubic web sites.
Virtual Reality Evangelist - Aug 2017 ~ June 2019
Responsible for developing Virtual Reality game design mechanics, designing and prototyping new game features and working with the gaming community. Supporting the distribution and market places for all of Rocket's entertainment products.