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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.
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- 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.
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- 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.
- 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.
- 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.
University of Central Florida - Orlando, FL
Southern Illinois University Carbondale - Carbondale, IL
· 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
Able to obtain a security clearance if needed
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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
- Bachelor of Science
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