Team Member Support Analyst

Gabriel Mawuli Hamelo

Hanover, MD ***** • +1-443-***-****, • *************@*****.***

SUMMARY

Technically skilled and experienced I.T professional seeking to work with your organization and aiming to become a team member of your dynamic work environment and positively add on to the success of your company through professionalism, hard work and determination. PROFESSIONAL EXPERIENCE

06/2019-to date Oracle Inc, Columbia, MD

Oracle Micros Support Analyst (Simphony)

• Supports and resolves application related questions or issues in areas of product (Simphony) configuration and functionality

• Deployment and configuration of Simphony client application packages on Windows and Oracle Linux based OS.

• Perform remote diagnostics on the application and/or database and take the appropriate corrective action

• Run SQL queries and analyze logs files to identify and resolve in transaction posting issues

• Create and edit scripts for installing client application packages using Python

• Escalate issues to cloud and development teams and follow through on their resolutions.

• Work closely with users while keeping them informed of the status of issues and resolutions.

• Perform remote diagnostics on customer applications and/or database and take the appropriate corrective action.

• Research, develop and publish knowledge management (KM) documents.

• Provide customer support through effective listening, positive action, information gathering and ticket escalations.

• Reproduce product-based issues that customers report in a test environment in order to troubleshoot & resolve

• Log and manage support requests in the service desk portal.

• Advise customers on product compatibility and configurations.

• Deployment of Simphony products on Oracle test environments

• Collaborate with internal teams via Slack and Microsoft Teams 08/2018-05/2019 Cardinal Health, Baltimore, MD

Associate II, Operations

• Responsible for ordering and restocking supplies and managing relationships with outside vendors.

• Maintain inventory database and keep track of assets, assignments and produce necessary documentation.

• Provide administrative support in copying, scanning, faxing and recordkeeping. 01/2018- 08-2018 Madina Village School Inc. Fort Wayne,IN Volunteer (Data Quality Analysis)

• Exported reports from QuickBooks to Microsoft SQL Server via Microsoft Excel.

• Checked consistency in imported data with SQL queries.

• Normalization (1st and 2nd normal forms) of data fields to reduce data redundancy.

• Created account identifiers for use between Salesforce and QuickBooks.

• Batch generation of documents on Salesforce using S-Docs. 02/2015 – 10/2017 Hysen Data Systems Ltd, Accra, Ghana Software Support Engineer

• Installed, configured and maintained software applications for Diebold Nixdorf (DN) self-service machines.

• Installation, configuration and maintained Thales Hardware Security Module (HSM) for electronic payment platforms.

• Implemented table and tablespace key generation and backup using Oracle Transparent Data Encryption for storage in Hardware Security Module (HSM).

• Provided technical support on DIEBOLD ATMs for VISA, MASTERCARD, CUP and UEPS implementation.

• Responsible for preparing encryption and key management related technical documents, manuals and guidelines as required.

• Evaluated and analyzed target weaknesses in cryptographic security and algorithms implemented on THALES HSMs.

• Tested and upgraded Thales Hardware Security Module (HSM) firmware.

• Created and integrated Mobile Transaction Server database with SMS Gateway for mobile money transactions.

• Implemented Oracle database object including tables, clusters, indexes and views on PC/E MTS server.

• Modified and enforced of database constraints on PC/E Mobile Transaction Server.

• Deploy and configure Vormetric encryption and cryptographic key management solutions.

• Modify and adapt proprietary SOAP API configuration for ATM and mobile transaction server messaging.

• Microsoft SQL Server 2008 database design and implementation for the migration of Diebold Nixdorf ProView Monitoring Software from V3.2 to V4.2.

• Perform encryption systems maintenance and provide support for daily operations.

• Created and configured ODBC connection (32 and 64 bits) for ProView database users with Microsoft SQL Server 2008.

• Participated in the implementation of VISA platform for some Ghanaian banks.

• Supported in Mass Currency Test on DIEBOLD Cash Recycling ATM for central bank certification.

• Implementation of ProChip/EMV application modules on DN ATMs using C++.

• Responsible for testing, installation and configuration of Cheque Deposit ATM machines.

• Deployment, configuration and maintenance of Diebold Nixdorf ATMs software applications.

• Attend to and resolve software related service issues on DIEBOLD NIXDORF ATMs. 07/2014 – 01/2015

ACT Mission School, Accra Ghana

Information Technology Instructor

• Developed lesson plans on computer technology based on region’s requirements.

• Train and assist students in computer hardware and software hands on practical.

• Communicate with parents and keep them informed about their child’s progress in IT.

• Introducing students to new trends in computer technology and help reinforce lessons by working with students in small groups.

11/2010 – 06/2014 RippleTech Solutions Accra, Ghana IT Support Engineer

• Building, configuration and troubleshooting of server and desktop hardware.

• Providing advice on selection and purchase of IT equipment.

• Responsible for installation and maintenance of IT equipment including printers and workstations for clients.

• Ensure adequate client antivirus protection & solutions are maintained and updated.

• Diagnosed desktop, application and networking issues reported by clients.

• Provided support to customers using remote access technologies.

• Provided technical assistance to customers on inbound telephone tech support calls.

• Assisted in the set up and management of an IT department for AWET Hotel, Ghana.

• Assisted in training end users in Microsoft Excel and PowerPoint.

• Assisted in the migration customers set up from Windows XP to Windows 7.

• Responsible for maintenance and support of the internal IT system. EDUCATION

BSC, Computer Science & Physics, University of Ghana, Legon TECHNICAL SKILLS

• Application Servers: Jboss, Apache TomCat, Oracle Application Server

• Database administration: Oracle 12c, Microsoft SQL Server

• Programming/Scripting: Java, Python

• Self-service machine Technologies: ProCash/NDC-DDC Protocol, ProFlex, ProView, PC/E MTS, ProChip/EMV CEN XFS, WN ProBase/C, ProFlex/PCE FlexUser Interface

• Operating Systems: Windows OS, Linux

• Familiar with Oracle Cloud Infrastructure (OCI) and Amazon Web Services (AWS)

• Experience in Public Key Infrastructure, Message Authentication, Cryptographic functions and Application Security.

• Web Programming / Services: Java Script, SOAP, REST CERTIFICATIONS & AFFILIATIONS

• PayShield Certified Systems Engineer (PCSE) for Thales HSMs for ePayments: January 2017

• Microsoft Certified Solutions Associate (MCSA) : Windows Server 2012 - January 2014

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