SUMMARY

• ITO Support Specialist and Customer Engineer with over 18 years’ experience in the Information Technology field. A project lead in a corporate data warehousing group with 10 years’ experience in client / server environments. Proven organizational and leadership skills with a strong track record in working with others. Excellent communication skills and robust interpersonal skills.

TECHNICAL SKILLS

Hardware: 3 - COM, Acer, Adaptec, Brother, Canon, Compaq, Conner, Dell, Epson, Fujitsu, Gateway, Confidential, IBM, Intel, Lexmark, Logitech, Microsoft, Motorola, Multitech, Netgear, Palm, Panasonic, Plextor, Quantum, Seagate, Sony, Tektronix, Toshiba, Western Digital

Operating Systems: UNIX, MS-DOS 4.1 - 7.0, OS/2 2.1 - 3.0, Windows 3.1, Windows 95/98, Windows NT Workstation 3.51 - 4.0, Windows 2000, Windows XP

Network Operating Systems: Windows NT Server 4.0, Windows 2000 Advanced Server, and Windows Server 2003

Database Management Systems: Oracle 7.3, 8.04, 8.16, 8i, 10g, 11g Microsoft SQL Server 2000, 2005, 2008, 2012

Tools: Business Object, MSSQL, Tidal Enterprise Orchestrator (TEO), Tidal Enterprise Scheduler, Oracle Application, Voyager, Control-M

Software: HTML 4.0,Informatica, JDEdwards, Microsoft Office 2003 and 2007, PeopleSoft, SAP, Tidal Enterprise Software, VMWARE, WebEx, Control-M

PROFESSIONAL EXPERIENCE

Confidential, New York, NY

Tidal Consultant

Responsibilities:

• Coordinate and facilitate onsite/offsite Tidal Enterprise scheduler new install, upgrades (5.3.1 to 6.2.1 and 6.x to 6.2.1) Oracle/SQL database
• Engage with customers via live support (Webex session, email and or phone) to help troubleshoot problem
• Provide technical support on (Tidal) scheduler/components related to installation /uninstall (5.3.1 - 6.0 - 6.1 - 6.2) and its components (JDEdwards, PeopleSoft, Informatica, Business Object, SAP, Oracle DB, Oracle Application, Email and MSSQL adapters, Windows/UNIX agents)
• Create and manage upgrade/new install runbook project plan
• Perform Cisco Tidal Enterprise Scheduler new installations (Release 5.3.1 - 6.x) ( Windows / Unix OS with Oracle/SQL database)
• Exclusive hands-on experience using basic UNIX commands.
• Coordinate and facilitate onsite/offsite (Intermediate, Advance and Administrator) Tidal training
• Provide and perform Tidal Administrator role ( modify, create and implement batch job schedules )
• Provide product best practice knowledge
• Provide consulting services toCisco/Tidal customers
• Helped TidalEnterprise Scheduler customers in convert their jobs to a new standard
• Worked withTidalSoftware on problems and obtained patches.
• Administration for day-to-day operation ofTidalEnterprise Scheduler
• Designed expandedTidalEnterprise Scheduler environment and prepared project plans
• Experience with enterprise automation, batch scheduling and file transfer technologies
• Hands on experience on configure Tidal Agents and Adapters

Confidential

Cisco Customer Engineer (Tech Support)

Responsibilities:

• Processed and handled all inbound phone and email service requests promptly according to precedence
• Immediately initiated electronic correspondence with customers on email reported issues
• Obtained specific environmental details according to problem components
• Researched closed tech support incidents and development issues in Team Track (TT), electronic documentation, TT knowledgebase, internal training resources, email DL/exchanges, and personal notes for solutions
• Verified solutions via research and testing prior to customer delivery
• Obtained solution confirmation via senior support when necessary prior to delivery
• Engaged with customers via live support (Webex session, email and or phone) to help troubleshoot problem
• Engaged with support colleagues when necessary to review cases and devise action plans/solutions
• Provided support on (Tidal) scheduler/components related to installation /uninstall (5.3.1 - 6.0) and its components (JDEdwards, PeopleSoft, Informatica, Business Object, SAP, Oracle DB, Oracle Application, Email and MSSQL adapters, UNIX agents
• TEO training and tech support
• Performed extensive Tidal log research and sort out problem errors and resolutions (PeopleSoft, SAP, Oracle DB, MSSQL, Informatica, JDEdwards adapters, Window-UNIX agent)
• Used SQL commands to query customer database
• Exclusive hands-on experience using basic UNIX commands.
• Recreated customer scenarios in test VM’s environment; install appropriate OS/TES components/service packs to emulate customer environments
• Obtained customer database (Oracle/SQL) and restore in test environments on occasion when problems are not reproducible in customer environment
• Query customer database using (SQL Plus) for data corruption and or correcting data issue
• Provided troubleshooting skill and knowledge regarding file transfer (UNIX)
• Provided troubleshooting skill and knowledge with (job/job group migration using the Transporter application tool)
• Provided knowledge with (job/job group configuration, and processing issue/s) using the Tidal Scheduler application
• Maintained contact with customers regularly to provide progress updates
• Created documentation and post Tech Notes for customer knowledge base articles
• Identified and wrote-up BUGs, ENHs, HOTSITES according to outlined procedures
• Engaged with assigned development resource and sometimes liaise between customer and inside sales to provide resolution or convey status updates to customers
• Coordinated conference calls/live support sessions w/customers to collect environment information
• Enabled advanced logging/tracing, monitor problem issues, troubleshoot environment
• Notified customers of devised fixes/patches/updates and communicate feedback to appropriate development team

Confidential

Shift Lead/Supervisor of Operation

Responsibilities:

• Communicated and escalated issues to appropriate support groups, supervisor and management team in a timely and professional manner, ensuring customer satisfaction
• Supervised IM level 2-production night shift
• Analyzed and supported Voyager data warehouse and outbound processing
• Enhanced customer service values in an effort to gain customer satisfaction
• Coordinated and facilitated project plans
• Coordinated migration project
• Served as liaison with development groups
• Built working relationships
• Provided backup to Master Scheduler