SUMMARY
A skilled application support analyst is seeking a challenging position in software support or quality assurance. Prefer a growth opportunity in a collaborative environment where I can utilize my excellent analytical problem solving and interpersonal skills.

TECHNICAL SKILLS
Database Software/Tools: Oracle 8i, 9i, Oracle 10g, ER/Studio, Oracle Enterprise Manager (OEM), PL/SQL, SQL*Plus, SQL*Worksheet, SVRMGR, SQL*Trace and TKPROF, SQL*Loader, Import/Export (IMP/EXP) Utilities, Recovery Manager (RMAN), Backup, Manager, Dynamic Views, TOAD, Log Miner (LOGMNR) Utility, MS SQL Server 2000, MS SQL Server 2005

Development Tools: Microsoft Visual Basic 6.0, Active Server Pages (ASP), ActiveX Data Objects (ADO), Personal Web Server (PWS), HomeSite 4.5, Dreamweaver, HTML, Java Script, VBScript, Starbase StarTeam Source Control Software, Eclipse, JBuilder and Microsoft J++

Operating Systems: Strong Windows knowledge XP/2000/NT, some Unix, Mac and DOS

Other Software: Microsoft Office (Word, Excel, Access, PowerPoint), Clarify Ticketing, Talisma Knowledgebase, Lotus Notes 6.5, several custom scientific applications, Customer First, Appsight, WebEx, GoToMeeting; ADP Taxware; Compuware Changepoint, Virtual PC and VMWare

PROFESSIONAL EXPERIENCE

Confidential,Canton, MA

Software Support Engineer

• Level 2 technical support and quality assurance for critical Financial and Accounting and Revenue Management applications
• Identify, document, and correct software defects, user errors, and data inconsistencies while inspiring confidence and strengthening the relationship with the customer
• Identify and troubleshoot network, security, and environmental issues impacting data integration and communications issues
• Provide immediate resolution via remote client connection when applicable, providing a high level of professionalism, adding “real people” quality to the user experience
• Retrieved customer databases from our ftp site to restore and research by using SQL Server Enterprise Manager or Management Studio, SQL Query Analyzer, SQL GUIs and SQL Profiler
• Performed and guided customers through the complex Softrax software installation process
• Created virtual test environments for testing development and internal support bug fixes via VMWare and Virtual PC

Confidential, (Contract agency)

Confidential,Cambridge, MA (Contract Position)

Application Support Analyst

• Worked as part of Biogen Idec’s Research Informatics group supporting users of custom biopharmaceutical software applications
• Used Clarify Ticketing System to track the process or re-direct those tickets to the appropriate support member/team
• Worked closely with software developers, project managers and end users in a quality assurance (QA) role, providing testing, bug reporting and design feedback for custom applications
• Learned by self-teaching and working with my project manager in this newly created position
• Wrote and published documentation to technical support knowledgebase to support the Research Informatics team
• Participated in the interview process of candidates for various roles on the team

Confidential,boston, MA

Paid Training as a Java Programmer/Developer

• Built and compiled advanced Java software programs which included multi-threading, synchronization, AWT, and Swing
• Used J2EE to create servlets and JSP\'s with JDBC on the Java Web Server 2.0
• Attended five-week, entry-level class of intense Object Oriented Programming (OOP) with Java 1.4
• Learned the basic concepts of OOP such as objects, inheritance, polymorphism and how they all work together while utilizing the Application Programming Interface (API) and the Java Developer Kit (JDK)

Confidential,Boston, Ma

Computer Sales

• Consulted on hardware purchases and recommended software solutions
• Informed consumers on the latest technologies in the computer and digital imaging spectrum according to their needs
• Educated and assisted customers on creating home and business networks
• Performed and analyzed diagnostic routines to ensure computer stability and performance
• Acted in a senior staff member in the absence of my supervisor. Some duties include: Making schedules, auditing inventory, resolving escalated customer issues, opening and closing the department.

Confidential,Dorchester, MA

Intern Programmer/Developer/Database Administrator

• Designed and built databases using SQL Server, Oracle and Microsoft Access
• Developed websites using HTML, PL/SQL, JavaScript, Visual Basic and ASP

Confidential,Cambridge, MA

Oracle Database Administrator

• Installed and Configured Oracle 8i client and server software
• Designed, implemented and tested PL/SQL stored procedures and functions
• Created Hot and Cold backups using operating system batch files (Windows NT and Unix Korn Shell scripting)
• Formatted SQL*Plus reports on tables to be implemented on production databases
• Applied the Theory of Normalization in the designing and architecture of Relational Databases using ER/Studio
• Utilized tools such as Oracle Enterprise Manager and Oracle Server Manager in the creation of the physical and logical database design, creation and resizing of tablespaces for the production applications of our member companies

Confidential,Braintree, MA

May 1997 - October 2000

Cash Custody Management Operations Specialist

• Conducted parallel testing for new Oracle/Java operations system implementation
• Supported the Trading team by ensuring accurate trade set up while working with banks and other internal departments
• Interacted with brokerage houses and custodial banks to resolve variation margin issues
• Manipulated several systems to forecast daily balances, dividends, buys and sells for fund accounts
• Reconciled fund accounts for Trading Operations on a daily basis
• Responsible for setting up and issuing multi-million dollar wire transfers

• Senior Personal Banker/Sales and Service Representative
• Performed various management responsibilities such as effective problem resolution when needed
• Provided quality service and sales by utilizing effective communication and problem resolution skills

EDUCATION

• Client/Server VB/ASP Web Developer Master Certificate Program
• Application development using Visual Basic to access and maintain a database connected to a client interface
• Oracle Certified Database Administration Master Certificate Program
• Experience in Oracle Database Administration and Oracle Architecture such as creating databases and their logical and physical attributes
• Management of tablespaces and data files. Management of rollback segments, temporary segments, tables and indexes
• Backup & Recovery strategies such as hot/cold and 24-hour operations
• Performance Tuning of databases
• Configuration and set-up of Net8: Oracle Listener, Tnsnames, Sqlnet and Oracle Names

Bachelor of Science in Business Administration