Customer Service Technical Support

**** ****** ******, ******** ****, ON L*B *R* 647-***-**** abqcll@r.postjobfree.com

ORACLE DEVELOPER

Dynamic, versatile, and detail-oriented Database Development and Administration Professional with 10+ years of experience and expertise in the use of Oracle-powered applications and technologies in support of a diverse array of critical business functions within the software development and telecommunications industries Offers exceptional ability in the design of logical and physical database models and schemas, along with a solid foundation in best practices for database administration spanning user management, role definition, object, form, and report generation.Strong attention-to-detail to accurately capture and analysis of complex business requirements and technical specifications to support applications development, customer systems maintenance, customer service, and technical support. Possesses strong technical team coordination and capacity-building skills harnessed toward the timely completion of intricate technical deliverables within high-availability, nationally-scoped IT customer service environments. Harnesses a comprehensive technical skill set in leading problem resolution for client-side systems and software issues, while leading multiple system-level systems implementation, configuration, and post-implementation support efforts.

Areas of Expertise

Database Development & AdministrationLogical & Physical Database Modelling Data Analysis & Interpretation Oracle Forms, Reports, PL/SQL & SQL Software Applications CustomizationTelecommunications Systems & OperationsTest Case Design & Execution MethodsWebsite Construction & Maintenance

Professional Experience

DATABASE DEVELOPER / CONSULTANT, 2011-Present

Acechoice IT, Toronto ON

Telecommunications Company of Tehran

SUPERVISOR & TECHNICAL LEAD – MAINTENANCE & OPTIMIZATION TEAM, 2009-2010Generated UNIX Shell Scripts to aid the performance of customized routines on Oracle-based applications within a Linux environment, in addition to performing diverse DBA functions such as managing users, roles, privileges, schema and objects.Developed PL/SQL triggers, data loading, export/import, backup and restore, and session monitoring as DBA, while delivering comprehensive technical support to Oracle users in Oracle server installation and network environment setup.

CONTINUED

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Professional Experience CONTINUED

Telecommunications Company of TehranOversaw a 5-member database administration and analysis team in implementing and centralizing 200+ distributed customer system databases.Provided for data centre management spanning analysis, modelling, server migration, clustering, and repair.Directed the team tasked with key technical support functions for the company’s telecommunications customer systems, including customer registration, customer service, and technical support across the 200 distributed databases. Performance-tuned and optimized SQL queries.Continuously updated modules including packages, functions, procedures, triggers, object types, and views for applications in SQL and PL/SQL across the full spectrum of distributed databases.

SUPERVISOR & TECHNICAL LEAD – DEVELOPMENT TEAM, 2005-2009Led the analysis, design, and development of customer systems applications across all telecommunications offices including application for customer registration, customer service, and technical support utilizing Oracle 9i, Forms 6i, and Reports 6i. Designed and implemented a key system for the mechanization of telecommunications office fixed-line phone operations such as customer service and technical support, while leading a 10-member Oracle programming team. Piloted the development of several net new Forms, Reports, and PL/SQL packages for database procedures and triggers and devised a Management Information System to support fixed-line phone customer systems. Generated and rolled out functions and procedures for ETL data along with an automatic transfer tool using SQL loader and Shell Scripting to load customer data into the Oracle-powered database while maintaining a flexible ETL execution plan. Created logical and physical database models, ER, Data Flow, and OO Diagrams, in addition to providing document reports covering systems overview, functional flows, data flows, system flows, and entity relationship diagrams. Implemented a connection between customer and billing systems within two distinct environments.Handled data migration between databases and put in place database models & objects for e-services and fixed-line phones. Built out project plans, captured and analyzed business requirements, technical specifications, and user requirements to develop project design specifications using Rational Rose modelling tools. Put together modules spanning packages, functions, procedures, triggers, object types, and views for applications in SQL and PL/SQL, in addition to performing database migration between differing database products and platforms. Developed and submitted recommendations for processes to ensure applications adhere to requirements, while coordinating and monitoring troubleshooting to isolate and diagnose common system problems. Interfaced with end-users to cultivate understanding of requirements and suggestions.Conducted data analysis on workflow and processes of the client’s systems to conduct a wide range of business critical activities required by service order.Utilized Power Designer modelling tools to plan projects, gather and analyze technical specifications, document and interpret user requirements, and convert them into design specifications for the final product. Partnered with the CRM implementation team to document process improvements, enable prospecting for new customers, resolve key service issues, and drive improvements in customer satisfaction. Built out and presented prototype software as a key support resource for operational analysis and software development.Provided in-depth advisory support for programmers and software developers in updating systems for day-to-day use.

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Professional Experience CONTINUED

Telecommunications Company of Tehran

PROGRAMMER & SYSTEMS ANALYST, 2001-2005Proactively analyzed the company’s customer system encompassing customer registration and customer service functions, and led a multifunctional team in systems maintenance utilizing Oracle technology. Contributed invaluably to technical team workflows in designing, modelling, prototyping, coding, and testing across the full lifecycle of customer systems, while developing and implementing numerous custom forms and reports. Delivered comprehensive customer support in the resolution of systems issues and software problems, partnering with developers to develop and update new systems and prepare new PL/SQL and database packages, procedures, and triggers. Rolled out several Unit Testing Plans and test case scripts for applications testing and validation, and installed new systems across 80+ national telecommunications offices including developed control files, and SQL loader, Oracle export and import scripts.

ORACLE PROGRAMMER, 1998-2001Instrumental in development of custom forms for TCT customer systems utilizing Oracle 8i, Oracle Forms 4.5, including statistical reports, graphical reports, and invitations. Developed modules such as functions and procedures for applications in SQL and PL/SQL, as well as several Unit Testing Plans and test cases scripts for the testing of customized applications, and prepared coding, debugging, and documentation.

Education & Training

Certificate, IT- System Analysis, IEP Bridging Program - York University (Expected Completion: 2012)

OSLT (Occupation Specific Language Training) - Seneca College, 2011

J Developer - INFOTECH Institute, 2008

System Admin Red Hat Linux - ISIRAN Institute, 2006

Oracle 9i DBA - Tehran University, 2004

Unified Modeling Language (UML) -Training Center, Telecommunication Company, 2003

BACHELOR OF SCIENCE IN COMPUTER SOFTWARE ENGINEERING

Azad University, Iran, 1997

Technical Skills:

Databases: Oracle 8i, 9i, 10g, 11g, MySql

Programming software: Oracle Developer (Forms & Reports), J Developer

Programming languages: SQL, PL/SQL, Java, HTML, PHP, C/C++, Unix Shell Scripting

Design/Development methodologies: UML, OO Design method, SSADM

Operating Systems: Linux, Unix, WinNT/ 9X/ XP/ 2000/7

Tools: OEM, SQL*Plus, PL/SQL Developer, SQL*Loader, TOAD,

Power Designer, Rational Rose

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