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Help Desk Information Technology

Texas City, Texas, United States
October 05, 2016

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Contact No:009***********



ITIL Certified major Incident, Problem & Change Mgt., Business Analyst, Technical Writer experience in IT operations and change management of enterprise systems supporting banking, investment, property and life insurance using internet and web services, web applications, databases, virtualized servers, network and mainframe systems in a 24/7 environment

Dedicated and versatile Oracle Certified Professional offering 3+ years of experience in the IT sector

First-rate analytical and problem solving skills dedicated to maintaining high quality standards

Eager to contribute in a team-oriented environment having inner desire to gel in cohesive team and work for business growth

Solid professional standards; excellent track record of dependability; maintain focus on achieving results while formulating and implementing solutions to meet diversity of needs

Work with cross-cultural, multi-national teams ensuring optimal utilization of resources leading to overall profitability; strong problem-solving, planning, team-building and management skills

Core Strengths

Oracle Database Administration

Database Design

Implementation, Tuning & Optimization

Quality Assurance

Technical Summary


Oracle VM, VM Ware


Oracle 11g, Oracle 10g, Oracle 9i, Oracle 8i


Grid, RAC, ASM, DataGuard, RMAN, Replication, Golden Gate


OEM, Toad, AWR, Statspack, ADDM, Log Miner, ZOHO, Matrix


RHEL 5,6,HP-UX & Windows

Academia & Certifications

MSC in Information Technology, Annamalai University in 2011 with First Class

Oracle Certified Professional in 11g

Certified Information Technology Infrastructure Library (ITIL) version 3 foundation (Aug 2016)

Career Contour



Oracle DBA, Innotech Solutions FZC, Sharjah

May' 14 - Till date

Softunique Solutions, Oracle DBA, India

Sep’12 - Jan' 14

Key Deliverables:

Set up 11g / 10g / 9i Physical Data Guard under RAC and Non-RAC environments and perform switchover, failover and converting standby to read only mode.

Prepare and generate AWR reports, ADDM, Statspack reports for identifying bottlenecks

Monitoring and optimizing database performance while planning for backup & recovery of database information.

Monitor Standby databases to protect enterprise data from failures, disasters, errors and corruptions

Responsible for

oInstallation of Oracle server version 9i,10g,11g

oInstallation / Reinstallation / Configuration of Database in case of Database Crash

oCreating & grant roles & privileges to users by creating database security imposition; create synonyms for view users and troubleshot issues related to user connectivity

Pivotal in conducting health check of servers, database and applications along with proactively checking query slowness

Design, configure and install all major production, development and test database environments

Identify and troubleshoot all errors / issues related to the database along with maintaining logs and backups for the same

Evaluate and select database tools for database & application tuning, capacity planning and database stability

Instrumental in capacity planning, performance tuning, database security, disaster recovery, installation and ongoing maintenance with special emphasis on web-based server administration

Help Desk Management:

Provided and participated in hands on expertise and resolution on a regular basis as well as managing the Help Desk group, and served as the escalation point for the group.

Coordinated help desk support operations with IT support teams of engineers, administrators, and managers in all offices worldwide managing the implementation of help desk related service level agreement SLA in compliance with industry standards to allow these teams to support external customers.

Planned, developed and implemented new support policies and procedures by establishing company-wide help desk systems and processes for managing and tracking to provide trend analysis and ticket reporting to management.

Reviewed reports of computer and peripheral equipment production, malfunction, and maintenance to determine costs and impact.

Analyzed help desk activity and made recommendations for increased organization efficiency and effectiveness.

Created long term strategies for growth and preservation and career development plans of the help desk group members by providing the staff with additional training and resources.

Conducted periodic performance evaluations and annual personnel reviews for staff members.

Coordinated with staff, end users, and department managers to determine requirements for new or modified software and hardware and planned and executed a worldwide laptop replacement.

Identified opportunities and developed productivity support tools to align with the company’s business requirements. Support tools included desktop operating systems; PC, laptop, and server applications; telecommunication support; e-mail, calendaring and handheld platforms; office automation tools; Intranet and video teleconferencing support solutions and remote user support.

Assisted in documenting existing productivity systems architecture and recommended changes for management review including disaster recovery and business continuity efforts.

Assisted in the implementation of physical asset tracking procedures using office automation software and bar coding hardware.

Conducted vendor negotiations for hardware and software purchase, negotiated best pricing, established new procedures for cost reduction, and generated purchase request

Key / Valued MEARC Customers:

Customer: Al Wathba National Insurance Company - Abu Dhabi

Description: Installed Oracle 11g RAC (2 node) with Grid in ASM implemented 11g With GoldenGate

Customer: AOIC, Al Futtaim Insurance

Description: Installed Oracle 11g RAC (2 node) with Grid in ASM implemented 11g dataguard in IBM AIX 6

Customers: ALS, Al Sayegh Brothers & Jackys

Description: Proposed hardware configuration and installed Oracle 11g database; fine tuned their reports and invoice related performance issues.

Customer: DANUBE

Description: Fine tuned the database (RAC) and provided solutions for their long pending issues

Customer: JamOman

Description: Resolved continuous blocking & hanging issues and provided permanent solutions for their performance related issues.

Oracle VM

Installed Oracle VM in Intel and SPARC platforms

Created VM on individual machines and cluster pools

Personal Dossier

Date of Birth: 10th July, 1988

Linguistic Proficiency: English,Tamil and Malayalam

References: Furnished upon request

Passport Details: J8551235

I hereby declare that the details furnished above are true to my knowledge and belief.

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