Teegan Toftely

ITIL-certified enterprise support and business process leader with 18+ years at Oracle translating user needs, production evidence, and complex system behavior into supportable workflows and durable improvements. Experienced in requirements discovery, incident and escalation leadership, root-cause analysis, middleware integrations, production support, iterative testing, knowledge improvement, and cross-functional delivery across users, Product, Engineering, Support, and third parties. Known for finding the problem beneath the request, creating alignment in ambiguity, and maintaining ownership through implementation, recovery, and learning.

Principal Technical Support Engineer IC4 | Global Technical Lead - Oracle Corporation - Bloomington and Eden Prairie, MN

(2010-01 - 2025-01)

• Led investigation and resolution of high-impact enterprise incidents spanning configurations, integrations, workflows, customizations, performance, and infrastructure; established clear hypotheses, dependencies, owners, decisions, and next actions across multiple teams.
• Worked directly with enterprise users to uncover actual workflows, constraints, and business consequences, translating incomplete or conflicting requests into actionable technical and process requirements.
• Partnered with Product and Engineering to document production defects, establish reproducibility, communicate user impact, inform prioritization, validate corrective actions, and improve products and operating processes.
• Analyzed recurring support patterns and system evidence to distinguish symptoms from root causes and recommend improvements to workflow, documentation, knowledge, escalation practices, and product behavior.
• Coordinated users, Support, Engineering, Product, infrastructure teams, and third parties through complex recovery work while maintaining stakeholder communication, decision traceability, and follow-through.
• Protected more than $2.5 million in annual revenue through early risk identification, technically credible communication, sustained customer trust, and ownership from evidence gathering through recovery and corrective action.
• Developed and demonstrated AI-assisted workflow proofs of concept; supported iterative testing and connected a released customer-facing portal experience with evolving back-end automation and human review.

Senior Technical Support Engineer IC3 | Team Lead | Subject Matter Expert - Oracle Corporation - Bloomington and Eden Prairie, MN

(2007-01 - 2010-12)

• Directed advanced production support for enterprise content and middleware platforms, owning investigation, escalation strategy, stakeholder communication, technical documentation, and resolution across concurrent high-impact issues.
• Retained a critical enterprise customer by identifying the underlying business-continuity requirement and shaping a hybrid workaround when standard product capabilities did not meet the operational need.
• Coordinated Engineering, customization, third-party, and customer teams through a major platform failure, restoring shared understanding and driving the work toward a viable recovery path.

Product Support Engineer | Team Lead - Stellent - Eden Prairie, MN

• Supported enterprise content-management customers across document, content, workflow, integration, and information-governance platforms; built deep product expertise and translated customer evidence into practical resolution paths before Stellent's acquisition by Oracle.

Project Manager | Implementation Lead - Custom Computers Plus - Minnesota

• Led technical implementations from customer discovery through delivery, coordinating requirements, configuration, project execution, customer communication, and transition into ongoing use.

Attorney, Solo Practice and Morris & Morris | Law Clerk, Minnesota Fifth Judicial District - Morris & Morris / Solo Practice - Minnesota

• Analyzed incomplete and conflicting factual records, developed defensible recommendations, advised clients, negotiated resolutions, and translated complex requirements into clear choices and actions.

Founder, Product and Editorial Lead - Perspective Shift

Designed a human-governed research and publishing workflow based on a recurring operating principle: difficult problems often persist because teams begin with the wrong problem definition. Builds reusable AI-assisted research, editorial, visual, review, and continuity processes while retaining human ownership of factual, ethical, and publication decisions.

Juris Doctor - Law - Hamline University School of Law

B.A. - Political Science - University of Minnesota