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Work Background
NICE SystemsExpert Technical Support Engineer
Oct. 2013Redwood City, CA* Managed case loads exceeding 30 cases with fortune 500 Banking, Insurance and Healthcare companies.
* Strong case management skills.
* Provided service to valued customers with escalated issue as a Technical Account Manager.
* Consistently in the top 2% of the organization with case resolution and CSAT, Customer Satisfaction.
* Strong understanding of Linux commands and server processes.
• Strong understanding of Oracle and Database structure.
Packages, Stored procedures, triggers, functions , Sequences– (debugging and troubleshooting) Tablespaces/partitioning – understanding how Oracle stores data
Advanced SQL Skills
Performance Tuning (Indexing, Statistics, Oracle CBO, etc)
• Strong understanding of startup and application deployment process
Log files – parsing for info/errors
TIBCO SoftwareSupport Engineer, 2nd tier, Loglogic
Dec. 2011 - Oct. 2013San Jose, CA USAI support a Log Management application on a Linux platform. My required skills include Linux administration, Mysql, Microsoft Active Directory, network configuration, performance evaluation and customer interaction.
HospitalityManagementManager
May. 2005 - Jun. 2012Mountain View, CAI hire, train and manage over 30 staff members. I manage day to day operations, inventory and payroll. I am currently with ,Scratch', an American Concept restaurant.
Siebel SystemsTechnical Support Engineer
Aug. 2004 - May. 2005Emeryville, CADuring this time I provided first, second, and third level support to customer base of over 50 global enterprise companies, including CRM Client and Server application with Oracle and MSSQL DBMS.
Amdocs/ClarifyTechnical Support Engineer
Sep. 1995 - Oct. 2002Interacted with customer base on the installation and administration of Actuate eReporting System and Clarify eBusinessFramework web interface; conducted training (internal and external) on Actuate eReporting suite product on UNIX and Windows platforms, installation, configuration, customization, and troubleshooting Actuate reports, and installation and configuration of Microsoft IIS, Netscape, and Apache web servers.
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