*****, **** **** **,

APT E, SPRINGDALE,

Phone: 305-***-**** OHIO 45246

E-mail: ac0jl7@r.postjobfree.com

Educational Qualification:

Masters in Computer Applications (MCA), St’ Peter’s Engineering College (University of Madras), India

General Management - IIMB

(Indian Institute of Management, Bangalore, India)

Graduation - Bachelor of Science, Bishop Moore College (Kerala University), India

Certifications:

Certified Professional (OCP) in Oracle 9i and 10g DBA

ITIL Foundation Certified (Version 3)

Six Sigma Green Belt A grade

CAPSTONE Business Simulation, (CAPSIM, USA)

Solaris 8 System Administration

My Strengths:

Deliberative: Take serious care in making decisions, by anticipating the obstacles.

Analytical: Search for reasons and causes. Ability to think about all the factors that might affect a situation

Consistency: Try to treat everyone with consistency. Set up clear rules and adhere to them.

Achiever: Work hard with a great deal of stamina. Take great satisfaction from being productive.

Discipline: Enjoy creating routine, structure and order.

Working smart globally

Reference: (Oracle)

Denise Charleston (US, Director)

Soko Kosaka (Japan, Snr Director)

Louise Doyle (Australia, Director)

Carlos Ramirez (Latin America, Director)

David Minar (Europe, Snr Manager)

Other Interests:

Children and Environment.

Reading – Current / International affairs

Objective

Self-driven and result oriented individual looking forward to develop competence in the disciplines associated with ‘Projects / Delivery Management’ and to learn advance business strategies. Maximize my management skills along with quality assurance / expertise and looking forward for the Project / Service Delivery Management position.

Profile

Extensive 16 years of experience in Information Technology (Oracle Corporation 12 + years) spread along the area of Development, DB Administration, Operations Management, Cloud Computing, Project management (Upgrades of Oracle EBSO, Oracle DB, OBI, Exadata Migration) Exadata Maintenance –Upgrades of InfiniBand, Storage, Exadata Storage Server Software(ESS) and ERP implementation), Service Delivery, Configuration / Change Management, Command Center, Infrastructure (DOMS, Virtual Machines and Networks between customer and Data Centre), Data Centre Management, Application Integration with Oracle Apps

Managed Disaster Recovery for Oracle Managed Cloud Services Customer, an essential function within Oracle Managed Cloud Services Strategic sector which generated $1.2 Million in revenue. Objective is to provide continuous system availability

Thrives in conceptualizing, analyzing, and executing strategic business initiatives to increase margins

Responsible for managing Oracle's Cloud Services for customers in the Eastern United States

Successfully demonstrated the ability to take on challenging initiatives and achieve productivity improvement and business expansions with resourceful problem solving.

Manages all facets of the customer and the ability to manage change / make high impact decisions

Successfully blends knowledge of business operations and technology to develop strategies and solutions to increase margins to maximize sustainable competitive advantages.

Skilled in establishing and managing client relationships. Exceptional problem solving and customer service skills, Single point of contact on operational delivery for all day-to-day issues with various Oracle offerings.

Excellent coordination with the clients, operations teams and Service Engineering team to identify and manage service improvement activities. Rapid adaptation to new work environments / situations.

Competent to develop and implement processes with client to ensure effective information flow to speed up delivery timelines. Laudable ability in trend analysis and analytical skills.

Project Management & General Management skills - Developed project plans and coordinated activities for new implementations and upgrades. Change priority as needed to accommodate a very dynamic business.

Swift in Identifying new service opportunities and Sales follow-ups to for lead generation.

Technical Skills in Oracle DBA and sound knowledge in OBI, Demantra and Oracle EBSO, Exadata

Awards / Achievements

Awards (Oracle Corporation)

Top Performer (March, 2012) - Outstanding Performance and Lasting Contribution (Received from Senior Vice President – Oracle Cloud Services)

Extra Mile (Sept, 2010) - Outstanding Contribution for the overall performance which increased customer satisfaction through process evaluation and aggregate data analysis

Top Tech performer (Q1FY10) - Outstanding contribution and successfully demonstrating the leadership

Customer Services Pacesetter Award (Q3FY09) - Excellent contribution to the success of Oracle OnDemand and exemplifying the values of customer success, excellence, leadership and integrity.

One of the top 5 contributors (Q2FY08) - Selected as one the top 5 most outstanding contributors for Q208 as part of Oracle OnDemand global reward and recognition program in Dec, 2008

Night on the town (Oct, 2007) - Leadership skills / work ethics and beyond the deep involvement leading to the growth and achievement of Problem Management.

Achievements

Prima - Completed one year Oracle internal management program to develop and strengthen key Competencies. (2008-2009). Planning/organizing/delegation, Shape the environment, Creative problem solving, Assertive communication skills, Service Leadership – Customer focus and working smart globally

Orlando Workshop - One of the main Contributors to the Problem Management workshop held in USA. (July, 2006). Working session to review/assess /transition the current program and to define/design further improvement - Problem Management- 2006

Trend Analysis - Extensively improved and helped to drive value-add improvements across the Organization. This key project presented to global process owners, which helped to drive value-add improvements across organization, which helped to reduce costs.

Root Cause Analysis - The in-depth analysis has been helped to resolve the issues of customers’ time-to-time. Appreciation from Oracle SDM community and top leadership team.

Work Summary

Service Delivery Manager – (Oracle Corporation) Oct/2013 – Feb/2017

Managing LOB’s including both departmental and board level and externally with the Oracle Managed Cloud Services (OMCS) lifecycle from contract signing through Implementation to Transition into Production.

Customer Service Management

Implementation / delivery of purchased services including governance

Coordinating / monitoring the instance creation, upgradation of Exadata databases, Exadata storage cells and InfiniBand switches

Create customer statements of work (SOW), in collaboration with Professional Services team, in line with customer objectives

Relationship development with key customer contacts

Service level management and establish priorities

Effectively managing customer escalations.

Account / Service Delivery review planning and presentations.

Coordinate and ensure timely response and resolution to all service activity

Ability to manage exceptions

Identify risks to the customer achieving their stated business objectives and develop risk mitigation plans to manage the risk

Customer focus and understanding customer needs and matching to product/service capabilities to ensure and increase value for customers

(Contd

Customer Business Management

Achievement of business objectives relating to AR, reference-ability, satisfaction and delivery margin

Coordinates between Customer and Oracle Teams, including Oracle Operations teams, Oracle Product Support, and Oracle Product Development, and sets assignment timelines, to ensure timely project completion

Manage decommission threats and manage business risk in pursuit of overall business goals

Renewal discussions

Identify and manage opportunities for service growth

Make the contract renewal process faster and predictable

Internal Customer Reporting

Maintains accuracy of key customer information

Contract entitlements / Rebates

Organization and Professional Development

Maintains knowledge and skills for effective use of internal operational and support systems

Effectively participating in continuous process improvement initiatives

Mentoring colleagues and share the lessons learned

Acquire and maintain skills / competencies

Excellent coordination with service delivery teams to identify common issues and develop and publish knowledge management articles

Project Manager – (Oracle Corporation) Sept/2009 – Oct/2013

Coordinated all aspects of internal information system-specific projects from initiation to delivery. Projects often involve software implementation (Java and PLSQL) and upgrades of Oracle EBSO, Oracle DB, OBI and Exadata Migration

Coordinates work performed by IT staff and internal customers/partners by defining project specifications, performing feasibility and needs/impact assessments.

Developed detailed project plans and manages all implementation processes including resource allocation, progress tracking, monitoring change control process, testing, documentation, training and on-time delivery within budget constraints.

Controlled and tracked changes to scope, time, cost, quality, issues, and risk

Recommended and justified major changes to existing products/services/processes.

Team Lead, Problem Management – ((Oracle Corporation) Dec/2007 – Sept/2009

Work Aspect

Identified recurring issues within a single customer or across the customer base, and managed the development and implementation of permanent resolutions.

Detect & remove causes of incidents to prevent recurrence thereby minimizing the adverse impact of problems and known errors on the organization and customer's business.

Ensured that the team is meeting its goals and objectives in all work areas with respect to Problem Management.

Achieved high productivity, cost reductions by eliminating escalations, precise resolution and completion along with staff/global meeting.

Ensured team’s RCAs/assessment/project/other work related activities do not cross the SLS guidelines and KPI (98%) is met.

Improved the OMCS function and increased customer satisfaction through process evaluation and aggregate data analysis.

Functional Aspect

Ensured that the team is functional and running smooth in all aspects of its day-to-day activities. Trainings and knowledge to the team.

Ensured immediate and proper resolution for all the incidents / communications reported to the Problem Management team.

Transition and motivation

Support Engineer /DBA – (Oracle Corporation) Aug/2004 – Dec/2007

Design Databases, Backup and Recovery – Increase the channels for speedy backup

Application Tuning, Apply patches. Quarterly PSU and CPU for Applications and RDBMS

Fragmentation level checking. Suggest and action - Re-org.

User Maintenance, Privileges & Management

Management of tablespace growth, monitoring alert log files, datafiles & extent growth

Tuning queries for optimal performance

Oracle Database Administrator (DBA) – Lifestyle International, Chennai, India Jun/2004 – Aug/2004

Application Tuning

User Maintenance & Management

Taking Backup of Critical Schemas and Entire Database (Export / Hot Backup/ Cold Backup)

Tuning queries for optimal performance

Verifying software performance

Oracle Database Administrator (DBA) – Infotrix, Chennai, India Apr/2002 – Jun/2004

Design Databases, Configure Backup

Management of tablespace growth, monitoring datafiles & extent growth

Period verification of Alert Log file & Trace Files to tune the Database & Monitoring the dynamic performance views

Verifying software performance and identify the inefficient SQL plan hash value and force to have better SQL profile – In case of perf issues.

Complete documentation for test processes

Software Engineer – Impulse Online Systems, Cochin, India Apr/2000 – Apr/2002

Documenting software requirements / specifications

Preparing Coding Standards, Module/Design Specifications

Checking software at system / module / unit level

Verifying software performance and tune the codes for high performance

Complete documentation for test processes

Screen/Reports Design

Work Style / Personal Characteristics

Work Style Personal Characteristics

Strategic thinking and collaborate well with others Quiet, serious, earn success by thoroughness

Have an appreciation for protocol Practical, matter-of-fact, realistic, and responsible

Establish proper procedures/background research Decide logically what should be done, work towards it,

before starting any project Proactive and active thinker, receptive and broad thinker

Driving competitiveness and innovations Value traditions and loyalty

Value thoroughness Take pleasure in making everything orderly and organized

Value reaching goals and objectives on schedule Continuously creating and improving products, processes, and services

Embracing new ideas and opportunities Seeing new ways of doing things (thinking outside the box)

Place: Springdale (OHIO)

Date: May 27, 2017 GOPAKUMAR. G

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