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Principle Technical Support Engineer Resume Example

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PRINCIPLE TECHNICAL SUPPORT ENGINEER
Professional Summary

Skilled Technical Support Engineer with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of Oracle software and UNIX and Microsoft environments.

Skills
  • Performance Optimization
  • Updates and Upgrades
  • Troubleshooting and Diagnostics
  • Troubleshooting Technical Issues
  • Technical issues analysis
  • Customer service
  • Languages: UNIX and Microsoft scripting, HTML/XML, Fortran, Cobol, Pascal, C++
  • Software Debugging
  • Technical Writing
  • Technical Support
  • Remote Diagnostics
  • Software diagnosis
  • OS Systems: Unix (Linux/Solaris), Windows (95/2000/NT/Win7/Win10)
  • Software: Oracle RDBMS, Oracle Forms and Reports, Reflections, Microsoft Office 2000, OpenOffice.
Work History
Principle Technical Support Engineer, 04/1996 to 02/2020
Oracle Inc – Orlando, FL
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks via email, phone, website live chat and in forums to assist with how to questions and troubleshoot/resolve issues on UNIX, Windows, and Engineered (Exadata/Oracle Data Appliance (ODA)) systems with regards to Oracle Database 7/8i/9i/10g/11g/12c/18c/19c:
    o Installation/Upgrade/Patching of software via runInstaller/DBUA/Opatch
    o Migration of data via Datapump/SQLLoader/Transport Tablespace (TTS)
    o Implementation/Maintenance/Troubleshoot of RDBMS, Multitenant, Data Warehousing, ASM Storage, GRID, Real Application Cluster (RAC), and Engineered Systems designs
    o Database and SQL Performance via AWR/ASH/ADDM/SQLT
    o Backup/Recovery of data via RMAN
    o Hardware/Software troubleshooting.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Analyzed system logs and reports to identify troubleshooting methods needed for quick remediation.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Devised solutions to operations issues related to UNIX and Oracle RDBMS, working closely via phone, email, live chat and web teleconference.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Build Manager, 01/1996 to 04/1996
Seagate Software – Lake Mary, FL

.

  • Closely collaborated with project members to identify and quickly address problems.
  • Compile Arcadia Backup software code and report any errors in the build to engineers whose code was involved in the failure.
  • Identified innovative and automated approaches to routine tasks, making suggestions that were widely received.
  • Burn software onto CDROM to deliver to beta customers for testing of software.
Lockheed Martin Missiles and Fire Control, 01/1995 to 12/1995
UCF WORK STUDY PROGRAM (Intern) – Orlando, FL
  • Test software code for the LANTIRN project.
  • Review and convert code documentation from WordPerfect to Frame Maker format.
  • Created UNIX shell script program which compared drawings and mathematical formulas in Frame Maker documents and then created a new Frame Maker document which showed the differences in these objects.
Southland Distribution, 01/1988 to 06/1992
Warehouse/Shipping/Receiving/Delivery – Orlando, FL
  • Pull/Pack Orders to be delivered to customers.
  • Operation of forklifts (Reach/Counterbalance/Order Picker/Side Loader/Pivoting-mast/Slip-sheet/Pallet).
  • Load delivery trucks/trailers via roll carts, palleted, or dead stack method.
  • Receive/verify delivery of merchandise from vendors and enter delivered items into inventory tracking system.
  • Delivery of merchandise to customers via box truck and work as drivers helper.
Education
Bachelor of Science: Computer Science, 12/1995
University of Central Florida - Orlando, FL
Bachelor of Science: Forestry Resource Management, 05/1982
Southern Illinois University Carbondale - Carbondale, IL
Accomplishments

    · Oracle Database 10g Administration Certified Associate (OCA), 2007

    · Oracle Database 10g Administration Certification. 2006

    · Oracle Database 10g Security Certification, 2006

    · Oracle8i Parallel Server Implementation Certification, 2001

    · Solaris Systems Performance Management Certification, 2000

    · Oracle Support Certification of Excellence, 1998

    · Professional Software Support Certification, 1998

    · Oracle Masters Diploma, 1997

    · Solaris 2.x System Administration Certification, 1997

    · Oracle7 Performance Tuning Certification, 1997

    · Oracle7 Backup and Recovery Certification,1997

    · Administrator Oracle7 Certification, 1996

    · Introduction to Oracle: SQL and PL/SQL Using Procedure Builder Certification, 1996

Additional Information

Able to obtain a security clearance if needed

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Resume Overview

Companies Worked For:

  • Oracle Inc
  • Seagate Software
  • UCF WORK STUDY PROGRAM (Intern)
  • Warehouse/Shipping/Receiving/Delivery

School Attended

  • University of Central Florida
  • Southern Illinois University Carbondale

Job Titles Held:

  • Principle Technical Support Engineer
  • Build Manager
  • Lockheed Martin Missiles and Fire Control
  • Southland Distribution

Degrees

  • Bachelor of Science : Computer Science , 12/1995
    Bachelor of Science : Forestry Resource Management , 05/1982

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