Mike Fresenborg

Lead Service Manager - Service Management Coordination - Escalation Management

- Managing cloud escalations in the SaaS and IaaS/PaaS area - Representative in the EMEA communications team - Business reporting - Development of the escalation tracking system

The Critical Accounts department manages Customer and Executive escalations on the highest level in Oracle. It coordinates with all Oracle lines of business to resolve product related escalations for strategic Customers. Reporting to the EMEA Critical Accounts Vice President, I am responsible for managing all new escalations raised to Critical Accounts, Critical Accounts Manager allocation, capacity planning for the EMEA team, on-call duty for management and executive escalations.

Representing Oracle as a project member in a highly visible customer software upgrade project Dedicated management contact for customers with a special solutions contract

First, second and third level support for the Oracle Financials product family. Specialized in General Ledger, Fixed Assets, Payables and Core Technology

As the head of Accounting Systems department Europe I was responsible for the financial systems (Oracle and connected systems)

Personnel administration, Operating costs billings, Introduction of a cost and performance calculation (SAP R/3), Network and operating system administration, IT user support and training, Official duties in construction supervision