Michele Gaidelis
Seasoned Global Technology Leader
- Role
- Product Escalation Manager at ECRS
- Location
- Albuquerque, NM, US
- LinkedIn followers
- 500 followers
About Michele Gaidelis
Hands-on, dedicated professional with over 15 years of experience in senior IT management.
Experience
Product Escalation Manager
Sep 2025 — Present · US
Act as the essential member that provides the team with accurate and daily situational awareness of application field performance and field reliability.• Review and reproduce escalated issues, then create a corresponding Jira if needed.• Create Jira\'s for missing user facing documentation and set the correct priority for correction.• Directly update or create a new Knowledge Base article to provide the internal technical guidance needed to properly support product.• Assist the rest of the Development team in testing and applying Alpha/Beta fixes in-house and at customer locations.• Create Jira\'s for bugs and meaningful feature requests.• Act as the technical resource for meetings when required by their Product Owner/Scrum Master or with Project Managers/Customer Care representatives.• Provide additional training and information to the Core Product Support Team when new issues/fixes are available or if information/testing was missing in the original escalation.• Work with the Product Owner to provide clear information on bugs and feature requests.• Communicate with the SCRUM Master on critically urgent issues.• Report to the SCRUM Master on product quality or team member failures that have reduced quality.
Education
Quince Orchard High School
High School Diploma, General
1988 — 1990
University of Phoenix
BS IT, Information technologies
2001 — 2004
Seneca Valley High School
None, General
1987 — 1988
Montgomery College
None, General
1990 — 1994
Skills
- Leadership
- Windows
- Marketing
- Account Management
- Vpn
- Strategic Planning
- Software Documentation
- Team Leadership
- Windows 7
- Security
- Access
- Quickbooks
- Active Directory
- Windows Server
- Sales
- Blackberry Enterprise Server
- Customer Service
- Technical Support
- Sonicwall
- Linux
- Management
- Authorize.net
- Servers
- IT Management
- Ubuntu
- Integration
- Pci Standards
- Troubleshooting
- Grocery Industry
- System Administration
- Training
- Os X
- Mac Os X
- Pos
- Microsoft Exchange
- Sybase
- Retail
- Databases
- Micros
- Windows Xp
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