Praveen Thyarala

Orlando, FL, USA

[email protected] | +1(321)-978-8008 | www.linkedin.com/in/praveenthyarala/

Senior Product Support Manager | POC Delivery Manager | Critical Account Escalation
Manager | Customer Success | Support Account Manager | Escalation Management
o Support Delivery and Product Support Manager with 25 years of managing technical & functional
teams and individuals across the Globe (APAC, EMEA and USA). Customer support for CRM/ERP
and Cloud applications. Managed diverse teams and the KPIs. Built strong relationship with the
customers.
o Highly experienced in handling escalation and Customer Engagement as a support delivery POC
manager and multi-tasking in often high pressure customer situations. Technical Support
Management including middle management roles, line management of teams up to 24 technical
support engineers and building new product support teams.
o Experienced Technical Support Management professional with a demonstrated history of working
in the information technology and services industry. Strong engineering professional skilled in
Business Process, ERP, MRP, Oracle Cloud (IaaS, PaaS, SaaS, DbaaS), Oracle Database, MS SQL
Databases, Siebel CRM, PeopleSoft and Oracle E-Business Suite Manufacturing (EBS – MFG), Oracle
Cloud Applications, OCI, Azure.
o Global Customer Support Management, Certified Support Manager (SCP), P&L Ownership Support
Operations, TOP Account Management, Client Success Management.

Management Domain Technology

Proficiency Certifications Skills and Expertise
Product Management Certified Applications
Global Technical Customer Support, P&L -Certified Support Manager (SCP) ERP, MRP, CRM Applications – Siebel CRM, PeopleSoft Financial and
Ownership Support Operations, Enterprise Tools, Oracle Manufacturing Applications, SAP
-Oracle Cloud Infrastructure OCI-
Application Support, Client Success Foundations 2021 OCA – Foundation Windows Server
Management, Critical / TOP Account Associate Windows Server, Active Directory and Microsoft Exchange Servers
Escalation Management.
-OCI (Oracle Cloud Infrastructure) – Cloud
Leadership & Core Explorer Oracle Cloud – OCI, Cloud Computing, IaaS, PaaS, SaaS, DbaaS, Azure, AWS,
Strengths -Oracle Cloud Basics – Explorer Lift & Shift Migration, Virtualization
Leadership Attributes, le, Open -Certified - PRINCE2 – Foundation Programming
Mindedness, Delegation, Coaching, -ITIL Foundation Certificate Java 1.8, VB, Shell Scripts,
Negotiating, Decision Making,
Authoritative, Innovative, Agile
-SIEBEL CRM Certified – Databases
Framework, Requirement Analysis, Oracle, MySQL, MS Access, DB2
Siebel 7, eBusiness
Lean Operations, Risk management,
Application Integration 7
Data Warehousing, Software
(EAI), Siebel v7.5.3,
Test Management Tools
Development Lifecycle (SDLC) Load Runner, SQR tool, SQA Robot, SILK, Win Runner
SIEBEL Tools
Project Management Tools
MS Project, MS SharePoint & Confluence

Education:
Bachelor of Science in Mechanical Engineering, GULBARGA UNIVERSITY, Bellary, INDIA (1988 to 1992)
Experience Summary

o Lead sixteen member team to support and deliver solutions to the global customers.
Oracle Corporation, o Managed, nurture and retained engineers in multiple shifts, countries and products.
Orlando, FL, USA o Highest customer satisfaction, operations and several proactive delivery tasks.
o Conducted monthly/quarterly/annual performance reviews for my team engineers.
o Provided mentoring and coaching to Team Leads / new manager’s globally.
Senior Product o Hired, trained and developed highly effective customer support team that
Support Manager consistently exceeded customer satisfaction ratings.
o Conducted team performance and 1:1 coaching with team leads and front-line
Aug 2021- Present
employees.
o Monitored individual performance, delivered timely and constructive feedback to
PeopleSoft Financial Applications team members.
and Oracle E-Business Suits (EBS) – o Handled customer escalations quickly and effectively around the globe from large
MFG- Inventory Applications enterprise customers including VPs, Directors and Executives; leading to high
Support Org customer retention.
o Worked closely with customers, partners and integrators to ensure their service
delivery is met to our high standards of support excellence.
o Responsible for customer satisfaction, escalation management, SLA attainment,
staffing/recruiting, metrics development/KPI, support infrastructure development,
knowledge management practice/strategy, and collaboration strategies.
PAL (Product Area Lead) Manager (PSFT Financials – Payables, Cash Management,
Expenses)
o Global Leadership - PAL Manager (Product Area Lead) for PeopleSoft Financial
applications. Managed engineers globally across USA, Romania, Japan and India.
o Global lead (PAL), responsible for the delivery of departmental results and support
operations through direction of managers across globe and of course, through our
top talent & peer teams globally.
o Responsible for analyzing new features for which there is not enough people trained
and manage teams responsible for developing/deploying these trainings globally.

o Managed People Tools and PeopleSoft Financial Application Technical Support

Oracle Corporation, Team.
o PeopleSoft Cross functional Manager - Managed PSFT Tools and Financial Apps
Orlando, FL, USA teams.
o Managed a team of 16 engineers across USA and Canada.
Product Support o Global Leadership as the PAL Manager for Accounts Payables where by indirectly
Manager managed 15 engineers in the US, Romania, Japan and India.
o Global Leadership as the PAL Manager for Reporting Tools and indirectly managed 15
July 2020 - July 2021 engineers across the globe (US, Canada, Romania, Japan and India).
o Global head (PAL), responsible for the delivery of departmental results and support
PeopleSoft – People Tools – operations through direction of managers across globe and of course, through our
Enterprise Tools and PeopleSoft top talent & peer teams globally. I was responsible for customer satisfaction,
escalation management, SLA attainment, staffing/recruiting, metrics
Financial Applications Support Org development/KPI, support infrastructure development, knowledge management
practice/strategy, and collaboration strategies.
o Worked closely with Development team in analyzing new features for which there is
not enough people trained and manage teams responsible for developing/deploying
these trainings to our support organization.
o Handled strategic projects in support org to improve operational parameters and
employee efficiency.
o Conducting monthly/quarterly/annual performance reviews for my engineers
(team).
o Regularly communicate Oracle’s goal, vision, and strategy. Break down the support
Game plan to the team goals to ensure team understands and achieves them.
o Spearheaded Monitoring Service Automation project for PSFT Product. Monitoring
 Apps Unlimited (MAU) Service is part of the new Managed Services initiative

o Managed People Tools Technical Support team of engineers.

o Managed a team of 16 engineers across the US and Canada to provide technical
Oracle Corporation,
support for People Tools Technical team.
Orlando, FL, USA o Global Leadership as the PAL Manager (Product Area Lead) for Reporting Tools
group, own the entire Product including support and development tasks globally
and also indirectly managed 15 engineers across the globe.
Product Support o Championed high severity work distribution to a global support team handling
Manager customer escalation management and advocacy for customers.
Mar 2017 – June 2020 o Responsible for the strategic direction of Technical Support Services, providing
24/7 support for PSFT customers on mission-critical PeopleSoft applications,
including monitoring of production systems.
PeopleSoft – People Tools – o Through strategic planning and team execution, achieved and maintained an
Enterprise Tools Org average customer satisfaction of over 90% for my PAL (Reporting Tools) Team.
o Manage, nurture and retained engineers in multiple shifts, countries and
products.
o Managed several VP and Director level escalations smoothly and proficiently.
o Conceived and delivered several innovative projects that has impact at the global
applications support
o Created tools and dashboard helping managers see all actionable items in one
page and introduced the process of “Act Now” with an estimated company cost
savings due to less overtime is $300,000/year. Estimated customer cost savings is
over $2.5M/year.
o Spearheaded the Service Automation project and improved usage of Automation
output by 35% and reducing the need for going back to customers with questions
by 15% and cut down resolution time by 10%
o Key Project member for “Pre-empt Exceptions” project reduced customer
escalations and manager requests by 40% across PeopleSoft, JDE, Siebel and
ecommerce over 12 months and improved average customer satisfaction to 85%.
Support Delivery POC Manager, Critical Top Account support point of contact for
SWISSCOM. Swisscom is a Key Account in Oracle Switzerland. SWISSCOM is one of
Oracle’s biggest customers in Switzerland.
o Responsible to collaborate with Customers and across organizations to bring
highly escalated, business critical product issues to resolution, and return
customers to normal support processes.
o Actively engage when a customer's strategic milestone is at risk and lower levels
of escalation have failed to solve issues.
Remotely assemble and lead virtual resolution teams, Drive technical action plans to
resolve issues, Prioritize critical path SR/Bugs, Ensure communication across all
parties through calls; written reporting, etc., Set and manage de-escalation criteria,
Return to normal Support process

Worked in different capacity as a Senior Principal Technical Support Analyst /

Oracle Corporation, Backup Duty Manager / Cluster Manager / Weekend Duty Manager for USA
Orlando, FL, USA Time zone.
o Responsible for Siebel on CLOUD project (OCI).
o Siebel CRM SME (Subject Matter Expert) in charge and working on the Siebel On
Senior Principle
Cloud to develop and test the Siebel IP 2015 and Siebel IP2016 Siebel instances to
Technical Support / customer.
Duty Manager / o Also as a part of the Siebel On Cloud – I did work from end-to-end on lift and shift
Cluster Manager model of Siebel Deployment which was released to the customer base through
Feb 2016 – Feb 2017 Oracle Cloud offering (DBaaS, IaaS, Saas etc).
o Constantly involved and heavily worked with the other internal product managers
Siebel CRM Application for Siebel CRM for various other functionality and release tasks.
o Also indirectly working and helping other Oracle Products within our Cloud
Project (PeopleSoft & J Edwards).
o Participate in the regular VP / Directors / Managers – Executive meetings as a part
of CLOUD Project – My role is on the technical side of the Siebel On Cloud
 covering the Installation & setup and also train the other support engineers
located globally (Oracle Corp USA, Oracle India & Oracle Romania).
o Continue to handle customer service requests related to Siebel Installation and
Siebel Upgrade issues. Siebel Remote, Handheld and Siebel Mobile Applications
 o Worked 16 years in Oracle Ireland (Europe) Support organization in
Oracle EMEA Ltd,
different capacity as a Functional Manager / Backup Resource
Galway, Ireland (Europe) Manager / Senior Principle Technical Support Analyst / Duty Manager /
Cluster Manager / Weekend Duty Manager for EMEA Global Support
Senior Principle Group.
Technical Support / o Handle customer service requests related to Siebel Installation and Siebel
Functional Upgrade issues. Siebel Remote, Handheld and Siebel Mobile Applications.
o Ensured that each and every customer contact is handled with consummately
Manager /Duty professional attitude and the highest possible level of follow through.
Manager / Cluster o Acquire and maintain current knowledge product offering and support policies in
Manager order to provide technically/functionally accurate solutions to customers and
Nov 2000 – Jan 2016 respond to their resolutions.
o Online trouble shooting with the problem the customer has reported.
Siebel CRM Application o Resolve case, research, respond to and accurately resolve customer cases ranging
in complexity in a timely manner.
o Extensively worked with the TAM’s and PM to resolve red account customer
issues.
o Worked with Expert Services and Professional services to resolve customer issues.
o Worked on design and enhancement of the existing product according to the
customer needs.
o Managerial tasks like Weekend Duty Manager, Cluster Manager for EMEA
Technical Support Team,
o EMEA Duty Manager and Cluster Technical Coordinator - Responsible for handling
Customer Escalations and Manager call back requests from the customers and
other requests for the customer base and from the Oracle HUB engineers.
o Cluster Technical Coordinator (CTC) covering for EMEA – Assisted EMEA GCS Managers in
managing the workload of their cluster to insure proper handling and dispensation of
Service Requests and other cluster activities. 

The Ascent
Client & Location Role Period Project / Program Description
PeopleSoft Inc. PeopleSoft PSFT Financials & Distribution (E & G – Public
Apr 2000 – Oct 2000
(Development Center) Developer Analyst Sector), Testing fixes and APRD’s, Upgrades, Data
Pleasanton, CA Mover tool

Floren Container Customization of Client in house developed

PeopleSoft Mar 2000 – Mar 2000 application modules, Workflow, People Code,
Services, Ltd, Consultant Upgrade Tools (INV, OM and Contract Modules)
San Bruno, CA
PeopleSoft Inc. (QA PeopleSoft Test PSFT Financials & Distribution QA Team Lead,
Oct 1999 – Feb 2000
Department) Lead Testing fixes and APRD’s, SQA Robot testing tool,
Pleasanton, CA AR & Billing Modules
PeopleSoft Inc.(Global PeopleSoft Support PSFT HRMS (GSC) team – Handling Payroll, Time &
Jun 1999 – Sep 1999
Support Center) Analyst (GSC) Labor, HR modules service requests for the
Pleasanton, CA customers
PeopleSoft Developed various SQR reports (Custom Aging
Bausch & Lomb, Inc. Consultant Apr 1999 – May 1999 Summary reports, Outstanding Deduction by year
Rochester, NY reports, mail merge features), Unit code testing

BellSouth Upgrade project – PeopleSoft HRMS v4.12 to

PeopleSoft Feb 1998 – Mar 1999 v6.01 with DB2 and MVS OS, Developed SQR
Telecommunication, Consultant programs using Process Scheduler, Business
Atlanta, GA Process Designer and PS Navigator tool, migration
of data from DEV to PROD, Unit testing