Manager Customer Service

Shiva Shankar. K Email:

***************@*****.***

Oracle Apps Dba Mobile: +91-998*******

Objective:

To be a part of information Technology as an Oracle Applications Database

Administrator by Contributing continuously towards organizational growth by

providing seamless database support And to utilize every opportunity to

achieve both personal and professional Development.

Technical Summary:

> Having 3.6 years of experience in administering various of Oracle

Database (10g, 11g) and Oracle E-Business Suite (11i, R12) on RHEL.

> Patch analysis and applied in various test, development and

Production instances & documenting the technical instructions for

patch application.

> Upgrade of individual Oracle Applications products and product

families by applying Mini-Packs and Family Packs.

> Good Hands on experience in Cloning Oracle Application instances

using Rapid Clone and Database Cloning.

> Experience in Managing and troubleshooting concurrent managers,

concurrent programs, users, menus and responsibilities.

> Experienced in AD utilities like adconfig, adadmin, adpatch, adctrl,

adsplice, adrelink.

> Configuration of Workflow Mailer, PCP

> Maintaining security using FNDCPASS.

> Uploading application objects/entities by using FNDLOAD.

> Maintaining Apps House Keeping Jobs: Gather schema stats, Purge

concurrent programs, purge workflow tables

> UPGRADING the JDK and JRE in R12

> Excellent analytical, interpersonal and communications skills and

demonstrated ability in achieving project milestones and objectives

accurately and on time.

Professional Summary:

> Working as Oracle Apps DBA @Infinite Solutions Pvt Ltd.. since 2009

September.

Educational Qualifications:

> Bachelor of Science from Osmania University, Hyderabad.

Technical Skills:

Operating Systems : Windows, Linux, Sun Solaris, RHEL 5.0

Databases : 10g, 11g

Tools & Utilities : OAM, Export/Import, RMAN, Putty, SQL * PLUS

Oracle Apps Versions : EBSO 11i & R12

Project # 1:

Title : Product Support & Maintenance

Client : IBM India Private Ltd...

Role : Oracle Apps DBA

Duration : March 2011 to till today

Environment : EBS 11i & R12 & DB 10g, 11g

Responsibilities:

> Administering, Maintaining and troubleshooting Oracle Applications

Release 11i,R12 E Business Suite.

> Involved in Single and Multi node installations of Oracle

Applications eBusiness Suite using rapid install.

> Cloned Oracle Applications instances from production environments and

created the Development and Test instances using Rapid Clone method.

> Involved in upgradation from 11.5.10 to R12.1.1

> Application of CPU Patches, Application Patches and Database patches

> Monitoring Concurrent Manager & its operations like starting,

stopping the concurrent managers

> Monitoring the Oracle Applications threw OAM and Troubleshooting the

issues

> Validating & Recreating grants & synonyms on Apps schema, Performed

jar file/forms generation

> Monitoring, identifying and resolving user issues and gave support to

development teams in general troubleshooting

> Defining Custom Managers to run specific type of requests and enhance

the performance

> Defining and managing application users, assigning and revoking

responsibilities.

> Creation of CUSTOM_TOP/CUSTOM APPLICATIONS and integrating with 11i.

> Troubleshoot problems with web server, web listener, forms server,

concurrent managers etc.

> Design and Implement Backup & Recovery solutions based on the

client's SLA.

> Raising SR's for various purposes and following up with oracle.

> Involved in on-call support on a rotating basis with other team

members to support production systems environments.

Project # 2:

Title : Support & Maintenance

Client : Mahindra Satyam

Role : Associate Oracle DBA

Duration : Sept 2009 to March 2011

Environment : Apps R12, DB10g RHEL 5.0

Responsibilities:

> Administering, Maintaining and troubleshooting Oracle Applications

Release 11i E-Business Suite.

> Splicing of off cycle products and registering them with the Oracle

Applications eBusiness Suite.

> Upgradation of Developer to Patchset 17,18

> Upgradation of JDK 1.3,1.4,1.5/1.6

> Upgraded jinitiator 1.1.8.16 to 1.3.1.21

> Application of DB patches using OPatch.Fixing Inventory corruption

issues

> Maintainging Autoconfig Customisations

> Defining and managing application users, assigning and revoking

responsibilities

> Performed tracing for various user sessions and for various conc.

Programs.

> Purging Unwanted requests output and log files.

> Monitoring the Application System with Oracle Applications Manager

(OAM).

> Troubleshooting Post patch, autoconfig, cloning issues

> Maintaining tablespaces, data files, control files, redo log files,

rollback segments etc.

> Managing archive logs and Database links.

> Regenration of forms, reports, graphics and jar files

> Monitoring the CPU, Memory usages on the server.

> Daily monitoring the database alert log files & trace files for any

error messages, periodic checking table spaces, Undo TS & index

status.

> Documenting the database setup & updating the document whenever there

is a change in the database structure, backup strategy etc.

> Raising SR's for various purposes and following up with oracle.

> Involved in on-call support on a rotating basis with other team

members to support production systems environments.

BPO Experience: 2007 to 2009

Organization: SP software Pvt Ltd

Role: Customer Service Representative

> Job Profile: The job responsibility Handling Calls, Chats & E-mails.

> Handling customers with the mode of calls, chats and emails.

> Contribute in service delivery projects as team member to achieve

customer satisfaction goals and business targets.

> Ensure continuous improvement of quality with regard to new agents by

partnering with the Training and Service Delivery teams.

> Evaluating and giving the quality scores for calls, chats and emails.

> Maintain CSE compliance by engaging in process design, auditing, and

other activities as required.

> Participating in internal auditing areas to support the Quality

Management System.

> Act as a partner to Service Delivery Managers (SDM's), Supportability

and other internal teams enabling visibility to process improvement

opportunities.

> Provide monthly reporting to LOB management regarding the

observations from quality monitoring and recommendations for

continuous improvement.

> Reporting to Team Manager in terms of team's sales activity from cold

calls to promotional and seasonal activities.

> Coordinating the team and train the new joiners

Education and Personal Information

> Graduation : Osmania University

> Date of Birth : 12th May 1982

> Languages known : English, Telugu, Hindi

Place :

Date : Shiva

Shankar. K

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