Senior Field Support Manager
Senior Field Support Manager, Melissa Russell loves being at the cutting edge of technology. Working in our data centers, she’s seen it all—from the growth of cloud to the current AI revolution.
With over a decade of experience at Oracle, Melissa offers us a glimpse into the exciting opportunities and challenges of a career in enterprise software and technical support. When she’s not at work, she makes the most of Oracle’s work-life balance and enjoys spending time with her family and their two puppies.
Sparking a passion
For Melissa, the spark that ignited her interest in technology began way back in elementary school. “I learned to type without looking at the keys!” she recalls. It’s a skill that has proven invaluable in her career and laid the early foundations that led her to eventually pursue a degree in business technology administration at the University of Maryland Baltimore County (UMBC). It was the right choice and she soon emerged with a 4.0 in her major.
“I’ve always had a passion for technology, and it’s amazing to see how my journey began with those early typing classes and has now led me to where I am today,” she reflects.
Incredible team
Her current role as a senior field support manager is both technically challenging and personally rewarding. She leads a world-class team of cloud hardware support field engineers for the state of Virginia covering disciplines from on-premises and Oracle Cloud Infrastructure (OCI) to multi-cloud businesses.
“I lead an incredible team that handles hardware break/fix, C@C installs, Exadata installs, and more. Every day brings something new, and I thrive in this high-paced environment. I particularly enjoy shadowing my team on projects; it’s a great way to learn about our products and processes.”
It’s the dynamic nature of her role that Melissa finds most enjoyable. Each day comes with fresh challenges, and she takes pride in watching her team excel in hitting project deadlines and finding creative solutions to complex problems.
Ahead of the curve
To stay up to date with the latest developments in enterprise software and technical support, Melissa believes it’s vital to have a variety of industry resources and communities inside and outside of Oracle. She is an active member of the Technology and Services Industry Association (TSIA), where she takes part in discussions and stays connected with industry news. She is also involved with Oracle Women’s Leadership (OWL) where she networks with influential women throughout the business. OWL also acts as a mentoring hub and helps create a ladder of progression for early-career women to reach the highest levels of the business.
Education and experience
Education has been instrumental in shaping her career. Her degree, coupled with her experience in hospitality, paved the way for her first role in software point-of-sale support at Micro Systems, Inc. From there, she transitioned into people leadership where she discovered her passion for developing teams.
“My background in hospitality and my education gave me a strong foundation to build upon. Transitioning into leadership roles allowed me to focus on my team’s growth and our customer relationships, which has been incredibly fulfilling.”
Success in support management
According to Melissa, two critical skills stand out for success in support management: embracing change and effective communication.
“In our industry, change is constant, and being able to communicate those changes quickly and effectively to my team is essential. It’s all about expecting the unexpected and ensuring everyone is on the same page.”
When asked about her proudest accomplishments at Oracle, Melissa highlights her ability to recover top account customers, earning her a reputation as the ‘fixer’ in her department. She has also earned support and director recognition awards for her world-class support and has led multiple top-talent teams.
Career growth
“I’m proud to have presented at executive-level meetings, both internally and externally. It’s a great opportunity to showcase our work and contribute to the bigger picture.”
Melissa’s role has evolved significantly since her early days as a customer support supervisor. She has taken on the challenge of skill development around two distinct lines of business: on-premises hardware and OCI. By embracing this opportunity, she used SME resources and asked questions to drive self and team development.
“It’s so important to ask questions and never stop learning,” she explains. “As a leader, I want to ensure that my team and I are always growing and seeking out chances to enhance our skills.”
Projects with impact
One of Melissa’s most memorable projects is a legacy equipment full infrastructure decommission project, currently in progress. This project involves tight coordination between multiple teams and has provided her with an in-depth understanding of the data center decommission process.
“This is very impactful as it requires tight coordination between several teams to pull off,” she explains. I was able to learn every crevice of the data center decommission process flow from start to finish.”
“This project was a true display of cross-team collaboration and how to make processes more efficient and streamlined.”
Quality customer relationships
With a strong background in customer relationship management, Melissa emphasizes the importance of follow-up and communication.
“Follow-up is key. If you’re working on a priority issue, it’s important to keep the customer looped in. If the expected resolution will take longer; it’s important to note that versus not providing an update at all.”
“If a customer issue has been resolved, it’s very worthwhile to follow-up with them after a few days to ensure there are still no issues. This goes a long way.”
Looking to the future
Melissa is particularly excited about Oracle’s newest multicloud partnerships with Google, AWS, and Microsoft. As a leader involved in this initiative, she is thrilled to be at the forefront of these collaborations, and she knows her team will play a critical role in supporting these partnerships.
“The multicloud partnerships are game-changers, and I’m proud to be a part of this exciting time at Oracle. My team and I are eager to tackle the challenges and opportunities ahead.”
Are you interested in joining a company that values talent, encourages growth, and offers the chance to make a real impact? Check out our latest data center roles today and create the future with us.