Customer Service Representative

Mamadou DIARRA

Oracle DBA – * years

*** ********** ****** ******* ** 647-***-**** ******.*******.***@*****.***

linkedin.com/in/Mamadou-DIARRA

Summary

Oracle Database 11g Administrator Certified Professional (OCA 12c in progress).

Bilingual skills: French and English.

Ability to work under pressure and troubleshooting.

Knowledge in system administration (Linux, Unix and Windows servers)

Experience in administration of Microsoft SQL Server 2008 databases.

Positive attitude and commitment to excellence.

Good communication skills (written and verbal).

Language: SQL, PL/SQL, VB, UML, C, HTML, JAVA.

Database: Oracle 10g/11g/12c, RAC, ASM, Dataguard, SQL Server 2005

Professional Experience

Bilingual Customer Service Representative, November 2016 – Today (Contract)

At B2B Bank, Toronto

B2B Bank is a Schedule One Canadian bank that serves a network of some 27,000 financial professionals across key business verticals including financial advisors and their dealerships; deposit and mortgage brokers and their firms; mutual fund and insurance manufacturers; MFDA and IIROC members.

Responds to inquiries regarding products in an efficient and professional manner, in compliance with overall performances standards, and departmental service standards.

Resolves client concerns regarding their file through close collaboration with other internal stakeholders, such as Credit Officers, Administration Officers, and Business Development staff.

Reviews and responds to written inquiries from clients, compiles and distributes data for resolution of client issues, and escalates issues that are beyond their scope.

Processes routine, non-financial transactions.

Maintains excellent and up-to-date knowledge of features, policies and procedures about the products and services.

Works closely with all product owners to improve the flow of information and procedural changes within their departments and Customer Service.

Works closely with internal clients, to improve the flow of information and implement any procedural changes.

Bilingual Customer Service Representative, July 2016 – October 2016 (Contract)

At Global Payments, North York

Global Payments Inc. is a leading worldwide provider of payment technology services that delivers solutions driven by customer needs globally. I had to run outbound calls and deal with troubleshooting to help customers (Around 7000 customers).

Outbound calls to contact merchants to upgrade their POS machine.

Walking them through downloads.

Troubleshooting any issues they may experience.

Utilize active listening, critical thinking and probing skills for one call resolution.

Provide excellent customer service to ensure one-call resolution.

Follow-up to ensure all upgrades are working.

Oracle DBA, February 2016 – March 2016 (Permanent)

At Axa, Paris (France)

Axa is one of the biggest French insurance company. I had to manage 800 Oracle databases instances (10g, 11g, 12c) and 100 SQL Server 2005 databases in size of 500GB to1TB.

Led the installation of RMAN backup with TSM (Tivoli Storage Manager) and TDPO (Tivoli Data Protection for Oracle) and worked closely with the team of system administrators for prerequisites validation.

Managed Dataguard Databases. Shutdown and startup dataguard databases for patching. In charge of manual restart of databases.

Scheduled different type of scripts (Data refresh jobs, index rebuilds).

Lead Oracle DBA – Weblogic Administrator, January 2014 – October 2015 (Permanent)

At Aareon France, Paris (France)

Aareon France is a software editor on property management. I was in charge of 80 Oracle Databases instances (10g, 11g, 12c) of 500GB and 10 Oracle Weblogic instances (Forms and Java).

Restored databases with RMAN backup after disaster, always within the MTTR specified by the service level agreement (SLA).

Created and configured the RMAN catalog.

Led the installation of Oracle Database 12c engines and databases on Linux and Windows servers.

Databases support Level 1 and 2.

Day-to-day supervision, implementation of oracle profils,indexes,triggers.

Installed Oracle Weblogic and Oracle Application Server on Linux and Windows servers.

Led the monitoring and maintaining database security by writing scripts and creating Oracle profile.

Apache implementation for Weblogic : editing weblogic.conf,dads.conf,ect…

Managed Oracle tablespaces and users by creating alert scripts and profiles to restrict users’ access to the database objects.

Led the deployment of Forms and SQR programs and provided support to the development team to test and deploy the products.

Led the installation of NFS and Samba for easier access to the Linux filesystem.

Oracle Database Administrator - PL/SQL Developer, April 2011 - December 2013 (Permanent)

At Pickup Services, Paris (France)

Pickup Services is a company that offers the pickup at store service. I was in charge of Oracle 10g and 11g databases (Cluster and single instances) and SQL Server 2005 databases. I also implemented an application that tracks and notifies the customer of the parcel’s status.

Managed clustered databases on RAC (Real Application Cluster) on Windows and Linux plateforms : 3 databases of 500GB.

Led the creation, restauration, copy and backup of SQL Server 2005 databases.

Responsible for Oracle 10g, 11g logical and physical database design, implementation, and maintenance.

Implemented RMAN scripts for backups and data export (Datapump).

Created production bash shell scripts for exploitation.

Provided technical support to clients from Switzerland and Portugal, about 10 calls per day.

Deployed Oracle database 11g software on client machines.

Led the patching of 10g and 11g databases. Reduce the execution time of oracle process.

Administered the Oracle Automatic Storage Management (ASM) by creating and deleting the group disks.

Resolved daily database administration tasks like full tablespaces maintenance, accounts lock, etc.

Worked closely with system administrators to design and implement databases on new servers.

Redesigned the notification system in PL/SQL and developed packages, procedures, functions, types, indexes and triggers.

Performed functional and technical analysis of the system and helped new participants with understanding the system.

Performed PL/SQL code review and improved the performance twofold.

Enterprise Content Management Consultant, January 2011 - March 2011 (Permanent)

At e-foundation, Paris(France)

e-foundation specializes in data management with Open Text Livelink software.

Implemented the conversion of Microsoft Office 2007 documents to PDF using Microsoft Office Add-In.

Developed macro scripts to automate the conversion.

Wrote the user guide that explained how to use the converter.

Visual Basic Developer, February 2010 – May 2010 (Contract)

At Thalès, Paris (France)

This is a french leader in Aerospace, Space, Ground Transportation, Defence and Security. The application provided the management of buses, if on the road or not, the bus number, the name of driver, etc.

Implemented an interface in Visual Basic to connect to a Microsoft Access database.

Performed Visual basic code review and adjusted the code to be more readable.

Designed the Conceptual Data Model with PowerAMC.

Education

Master’s degree in Computer Science and Software at Ingésup – Paris (France)

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