For the past 11 yrs I have worked as an IT contractor in Software Application Support member/lead/manager, for such companies as Verizon Wireless, AT&T and Digital Route. The applications I supported were middleware based in a UNIX/Linux, Oracle environment with either a client or Web-based front-end. I had the responsibility and opportunity to utilize my strong Oracle database, UNIX, interpersonal and troubleshooting/triage and vendor management skills. Have great experience in creating, executing and documenting results of Unit, Integration and regression test cases/scripts and communicating with developers to resolve/provide fixes. I have a very good hands-on knowledge of the interrelation of application software, database and server platform. I am very comfortable to working within and adhering to meeting support team SLAs. I am looking to continue utilizing these skills.

EDUCATION

Master Level Courses, Confidential
Bachelor of Science Degree, Computer Information Systems, Confidential Institute Associates Degree, Computer Science, Confidential University 

QUALIFICATIONS
Business Skills: SalesForce CRM, Remedy, Quality Center, Agile Time Reporting, TOAD, SQL-Developer, MicroSoft Office Suite Worked closely with and managing software vendors to resolve and deliver fixes according to SLA. Very strong hands-on working knowledge with UNIX, shell scripting and Database Skills (Oracle, Informix). Excellent skills to communicate with both, technical and non-technical end-users. Have been licensed and worked in State of Georgia for Insurance, Real Estate and Securities.

Service Skills: Have served in many servant-leader roles as a faithful member of Higher Living Christian Church, including class facilitator, event steward for major Hurricane Relief Task Force and recently serving as Campus Pastor at church’s northern campus location.

Personal Skills: Ability to work within a team environment as well independently. Have been trusted as a contractor with work from home privileges that were not afforded to company employees.

Professional Experience

Since 1995 have had successful 1099 Corp-to-Corp contract relations with various major corporations in the telecom, wireless, airlines and government industries. Tier-III Application Technical Support for client & web-based application. Specialties monitoring Oracle & Informix database and UNIX O/S (Solaris and HPUX). Over 11 years of continuous technical application support experience working between end-users and app developers. Several applications I have recently supported apps consisted of a middleware interface running on Oracle and UNIX/LINUX based systems.

Technical Application Support and QA – Contractor
Digital Route (Confidential) –Application Support Team Lead & QA Technical Admin
April 2011 – March 2012
Digital Route, a Swedish based company, provided VZW with MediationZone (Usage Broker) application to handle the workflow processing of Verizon’s Rating and Billing data. This product is a JAVA-like code (APL) which uses agents to collect, validate, manipulate and routing of udr/cdr data types (XML, EBCIDIC, ASCII) for data filtering, manipulation and delivery to downstream internal systems (billing, rating, fraud, risk).

Responsibilities: Technical Support to troubleshoot, communicate with customers and log issues/defects in both QC and SalesForce.
During Phase-1 of the Project Digital Route was responsible for providing application technical support for VZW.
My team and I would create Release Notes, perform production application upgrades, diagnosis, troubleshoot, research and resolve application issues. Having an earlier background in both Oracle DBA and UNIX Admin I was advantaged to be able to perform deep dive monitoring and troubleshooting knowing the relationship between the application, database and O/S. This contributed to quicker times of problem resolutions. 
Performed data extracts, migration and integration with different data file formats, i.e. XML, CSV, Delimited, etc.

Application Support Team Lead – I was also responsible for adhering to Customer SLAs, using KPIs and other metrics by pulling data from SalesForce ticketing system to provide reports of open/closed case reports, trending analysis and dash-board reports for management. Held weekly calls with customer to review open support cases by giving customer status of SalesForce tickets; discussed closure criteria and informed of product schedules for certain fixes and enhancements.

QA Technical SME/Admin - I would provide E2E application support/troubleshooting, which included examining data input, walking through APL code to determine where in the process the defect occurred, updating Oracle db tables to match input file streams for loading, validated data processing throughout the entire system. I also would prep the test server environments for new application releases; this included file system layout, creating DB schemas, configuring server to server SCP, RSA-Pkeys, SFTP and installing the MediationZone UB code, configuring DB Connections, monitoring db tablespaces and overall application performance. Also assisted with QA unit and system testing when needed and reported defects and noted anomalies in QCenter.

Performance Support Engineer – Contractor
Confidential– Application Technical Support Lead / Product Manager
December 2005 – December 2010
Responsible for managing and overseeing both the technical Tier-3 support staff system which is utilized heavily by network and performance engineers to monitor their wireless networks. Lead administrator of Prospect Performance Management application. Managed files intake from Digital Route mediation platform. Involved in file migration and integration of performance data files (XML, flat, delimited, etc) with Mediation team. Worked very closely with Network Admins and Digital Route Mediation teams to resolve file creation, distribution and data content issues. Used vendor release notes to determine and provide data collection/distribution for Mediation platform team.

Performed application, O/S and Oracle monitoring and troubleshooting. Worked closely with application vendor to provide product enhancements and bug fixes to improve overall user experience. Team was responsible for production installs, tracked and pressed vendor for application improvements. Provided statuses and reports to management which influenced budget and personnel decisions. 
Developed automated UNIX scripts using Oracle sqlldr to send transport data to downstream systems.

Performance Support Engineer – Contractor/Employee
Confidential – Project & Support Lead
June 2001 – August 2005
Team lead and SME for 26 national production environment servers.
Worked closely with technology and application vendors to roll out application releases.
Developed roll-out schedules and Method of Procedures prior for upgrades.
Provided application support to Network and RF Engineers.
Daily responsibilities of trouble shooting both server and client side application issues.
Assisted in the training of several employees for Prospect technical support.
Un-matched integrity: Trusted by employer to work from home for extended periods.

Earlier tenures:

2. Confidential
Oracle PeopleSoft DBA - Contractor
July 2000 - October 2000

3. Confidential
Oracle PeopleSoft DBA - Contractor
February 1999 – June 1999

4. Confidential
Informix/Oracle DBA - Contractor
April 1997 – January 1999

5. Confidential
Informix/Oracle DBA - Contractor
November 1995 - April 1997

6. Confidential
DBA/UNIX Admin
February 1994 - November 1995

7. Confidential
Team Lead/Informix DBA
June 1991 - February 1994

8. Confidential
RVP Sales Manager
October 1988 – March 1991

9. Confidential
Programmer Analyst
June 1987 - September 1989