SUMMARY:

To secure a position at an organization that will utilize my experience and expertise towards their growth and company goals. Furthermore, to work in an environment where I can further develop my skill set and gain more experience in the industry with the ability to quickly adapt and analyze a new IT environment to help plan and improve IT processes to optimize system efficiency.

TECHNICAL PROFICIENCY & EXPERTISE:

Languages: SQL, Bash (Bourne Again Shell) | RDBMS Oracle Database 11g/12c, MySQL

Operating Systems: Windows 2003, 7, 8, 8.1 and 10, RHEL 5/6, CentOS 5/6, OEL 5/6

Utilities: Windows Active Directory, VMware and Hyper - V, Bomgar, TeamViewer, Citrix Systems

Ticketing software: Zendesk, EAM Knowledge of Microsoft Office Suite, Word, Excel and Microsoft Outlook applications

PROFESSIONAL EXPERIENCE:

Call Center/Help Desk Support

Confidential, Riverdale, MD

Responsibilities:

• Provide customer support for internal and external customers in the areas of directories, standard Windows desktop applications, and applications developed under this Contract or predecessors. Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems in a 1,000+ user environment
• Provide technical assistance to customers via telephone, email or in person.
• Prior experience using a ticketing system to create, document, track and route tickets
• Escalate any task or trouble ticket that is beyond the knowledge base of the Help Desk Support to the appropriate person.
• Experience using service desk software (opening, documenting, closing, follow up on service calls).
• Utilize Citrix Systems to access different databases for account lockouts, password resets, inputting payroll information.
• Created and detailed trouble tickets and entered them into a database and correctly refer them to the appropriate team members.
• Located root causes of technical errors and implemented prompt solutions
• Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems
• Worked with end users resolving their software and hardware issues in efficient manners
• Maintained confidentiality and discretion when working with passworded or sensitive materials
• Troubleshoot internet connectivity issues
• Document service requests and enters into the helpdesk database for tracking

Driver

Confidential, Hanover, MD

Responsibilities:

• Maintains accurate logs of all deliveries.
• Submitted all delivery documentation in a timely manner.
• Inspected vehicle and immediately reported any defects to a supervisor.
• Attended and participated in all driver safety meetings.
• Deliver customers and vehicles to appropriate destination in a safe and courteous manner
• Ride with or follow another driver to drop off vehicle(s) or pick up multiple vehicles

Administrative Assistant/Tech Support

Confidential, Laurel, MD

Responsibilities:

• Troubleshoot laptop software, hardware and network connectivity related issues
• Maintenance and monitoring of computer networks and systems.
• Logging and keeping records of customer sign-ins
• Composed technical documentation for operating personal computer and applications
• Designed and conducted online training for customers and company employees
• Operated a variety of office equipment, including printers, copiers and personal computers as well as performing troubleshooting
• Utilized Microsoft Office Suite applications for administrative use
• Prepared documents, files, and folders in a neat and efficient manner
• Maintained departmental files and records in paper format
• Assisted in preparation of documents

Oracle Database Administrator/Systems Administrator

Confidential, Bowie, MD

Responsibilities:

• Utilize OFA recommendations for installing, managing and upgrading the Oracle 11g/12c RDBMS on Windows and Linux platforms
• Manage database users (creating users, define roles, space limits, resetting passwords, unlocking user logons, etc.) using CIA-triad guidelines
• Supported requirements for managing installation, configuration and maintenance of Unix/Windows workstations and servers, including network attached storage devices in support of business processing requirements
• Leverage best security practices for Oracle network configurations using NETCA
• Performed software installations and upgrades to Unix/Windows operating systems and layered software packages and maintains them in accordance with established policies, procedures and service level agreements; evaluation and installation of software/hardware patches and resolution of software related problems associated with products
• Responsible for patch analysis on production systems and applying patches as needed
• Performed backup and restore functions for Oracle 11g and 12c databases using RMAN and Data Pump as needed
• Responsible for automating routine tasks as OS level jobs scheduled via CRON or Task Scheduler
• Responsible for patch analysis on production systems and applying patches as needed
• Working knowledge of Active Directory on MS Server 2003 and 2008 platforms.
• Working knowledge of MS Exchange Server 2003 and 2007 and Active Directory
• Experienced in provisioning Oracle Grid Infrastructure (GI) and configuring ASM storage
• Actively involved in all aspects of schema object management
• Leverage in-depth understand of Oracle database architecture to solve critical issues
• Provide advanced desktop troubleshooting skills related to operating system, printing, and virus cleanup/protection
• Knowledgeable of Oracle RAC database concepts
• Proficient knowledge of SQL language
• Knowledgeable of data modeling concepts
• Automation of weekly backups using shell scripting and RMAN.
• Experience troubleshooting Oracle databases including SQL tuning, capacity planning, and schema design
• Worked with systems administrator in installing, configuring, deploying and maintaining our Hyper-V and VMWare environments
• Configured installation of Oracle 11g/12c software and NETCA Listener
• Experience working in virtualized environments
• Windows 10 troubleshooting experience as well as installation
• Ability to parse through large databases to find and analyze information
• Working knowledge of LAN, WAN, SAN networks
• Troubleshoot problems with software, networking, and other related technologies.
• Knowledgeable of Direct Attached Storage & Network Attached Storage

Backroom Associate

Confidential, Columbia, MD

Responsibilities:

• Understands website navigation and proactively leverages technology in order to facilitate the customer experience.
• Completes minor repairs of store stock and customer merchandise.
• Inspects returned merchandise; Determines proper disposition/handling.
• Adheres to merchandise and inventory protection standards.
• Complete order receipts, obtain merchandise from bins or shelves, package objects for shipping, unload and put away orders.
• Data entry of warehouse order processing.