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Barry Hershly

@barryhershly

Technical Program Manager at Oracle Cloud Infrastructure who cut issue resolution time by 87% and improved customer satisfaction to 4.9/5.

United States

Message

At Oracle Cloud Infrastructure, I serve as Chief of Staff for Executive Escalations, shaping governance, tooling, and workforce planning. I delivered a new triage and escalation model that cut time to resolve issues by 87% and reduced SLA infringements to under 5%.

At Teleion Consulting, I supported Microsoft Advertising Data, Tools & Infrastructure, standardizing processes and coordinating campaign operations. Earlier, at the City of Seattle Department of Transportation, I created geospatial data products for the Bicycle Master Plan that helped departments plan and reprioritize infrastructure projects.

Experience

Work history, roles, and key accomplishments

Current

Senior Technical Program Manager / Chief of Staff

Current

Oracle Cloud Infrastructure

Nov 2020 - Present (5 years 11 months)

Serves as Chief of Staff and de facto Global Director for OCI Executive Escalations, owning governance, tooling, and workforce-planning strategy. Delivered process improvements that reduced time to first engagement from 15 minutes to under 2 minutes and increased CSat scores from 4.0 to 4.9/5.0.

Organizational Change Management Executive Operations Technical Program Management Process Design KPI and ROI Measurement Triage and Resource Management AI Enabled Process Improvement Automation Excel Jira Power BI Azure DevOps Agile Scrum

Current

Branch Safety Officer

Current

The Mountaineers

Jan 2012 - Present (14 years 9 months)

Volunteered as Branch Safety Officer, overseeing safety protocols and practices for the organization.

Technical Program Manager / Senior Consultant

Teleion Consulting

Jan 2010 - Oct 2020 (10 years 9 months)

Acted as organizational change lead for process standardization initiatives across a 10-person developer/PM team and a larger cross-functional stakeholder group. Directed daily triage operations and ad-hoc project teams, sustaining a sub-3% SLA miss rate while executing roughly a dozen marketing campaigns per week.

Organizational Change Management Triage Operations SLA Management Marketing Campaigns Salesforce Marketing Cloud Marketo Microsoft License Management Data Integrity Training Mentorship Stakeholder Management

Sales/Customer Service Associate

Mountain Hardwear

Jan 2014 - Dec 2015 (1 year 11 months)

Provided sales and customer service support to customers.

IT Consultant

Toole Design Corp

Jan 2009 - Dec 2010 (1 year 11 months)

Provided IT consulting services to support the organization's technology needs.

Spatial Analyst / Cartographer

City of Seattle Department of Transportation

Jan 2008 - Dec 2009 (1 year 11 months)

Principal spatial analyst and GIS cartographer for the City of Seattle's $240M, 10-year Bicycle Master Plan, leading the listing, triage, and prioritization of future transportation infrastructure projects. Integrated disparate geospatial and SQL data sets across multiple City departments into a unified, refreshable set of technical data layers.

GIS ArcGIS Spatial Analysis Cartography SQL Data Integration Project Prioritization Executive Presentation