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Desktop Support Resume

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Wilmington, DE

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PROFFESIONAL PROFILE
Accomplished and highly motivated professional with 4 years of combined experience in Oracle database administration and customer service responsibilities.

CERTIFICATIONS

Oracle Certified Associate 11G

EDUCATION

MBA, Information Technology
B.S., Management Information Systems

DEMONSTRATED EXPERTISE

  • In-depth knowledge of Oracle 11G database administration to handle critical 24x7 running environments
  • Solid knowledge of database optimization and performance tuning for servers, applications, and SQL queries
  • Experience in designing database backups, recovery plans, and implementing backup/recovery, failover, and replication procedures
  • Excellent understanding of Oracle networking as well as desktop environment
PROFESSIONAL EXPERIENCE

Confidential,Wilmington, DE February 2008 – Present
Desktop Support Associate

  • Provide support for 1,000+ PC and LAN end users in response to inquiries related to hardware and software
  • Aid individuals in the establishment of the PC LAN procedures regarding access methods, metrics, security validation checks and documentation
  • Troubleshoot and quickly resolve all database and/or application issues that arise
  • Effectively troubleshoot and install data networking equipment, voice equipment, and related cabling requirements
  • Maintain the company PC Ownership Tool and Asset Manager System by ensuring all tasks within each are properly completed
  • Implement regional service deliverables for various integration projects

Confidential,Glen Mills, PA June 2004 – February 2008

Support Services Intern (June 2007 – February 2008)

  • Created and followed-up on 100+ Help Desk tickets daily
  • Executed system monitoring and charting against all critical systems and networks (LAN/WAN)
  • Communicated/escalated potential operational issues/outages
  • Analyzed and distributed daily, weekly, and monthly data/reports for all operational business units

Customer Service Representative (June 2004 – June 2007)

  • Searched for defaulting customers using various web resources to save accounts from charge-off
  • Documented procedures required to research, locate, and contact customers
  • Completed 500+ collection calls to delinquent customers daily
  • Consistently collected the highest monthly dollars amongst the team

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