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.
