Berta Rae

Anaheim, CA 949-***-**** adgtg2@r.postjobfree.com

http://www.linkedin.com/in/bertarae

ENTERPRISE SR. TECHNICAL SUPPORT ENGINEER ADVISOR SENIOR SOLUTIONS ARCHITECT

PROFILE

Creative, self-starter, detailed-oriented, avid learner Enterprise Senior Technical Support Engineer-Advisor and Solutions Architect with sharp technical acumen for solution architecture and extensive software industry experience. Excellent communication with ability to convey technical issues at both high and low levels in a concise and comprehensive manner, composure under pressure, enthusiastic customer first attitude, commitment to supporting the team growth and building positive culture. Expertise in technical troubleshooting, architecting technology solutions, optimizing efficiency, enhancing customer experience, delivering world-class global technical support, end-user training and coaching, project management, working with cross-functional teams and stakeholders, resolving product issues and developing strategies for organizational improvement. Aspires to bring technical skillset to a challenging role working with new and emerging technologies.

Core Competencies

Solutions Architecture Design

Information Technology

Strategic Planning and Execution

Database Administration

Vendor and Stakeholder Relations

Customer Relations and Support

Ability to quickly learn new technologies

Excellent communication skills

Project Management

System Migrations and Upgrades

Data Analysis

Process and System Improvement

Strong technical troubleshooting

Proficient problem-solving skills

PROFESSIONAL

EXPERIENCE

Enterprise Sr. Technical Support Engineer Advisor Solutions Architect, Quest Software / Dell Software Inc., Aliso Viejo, CA (2001 – 2020)

Providing mission-critical support and incident management to internal and Enterprise end-users to resolve complex technical issues occurring on production and deployment applications systems. Liaising with the Software Engineering team to establish support workflows and monitoring plans for new products and projects.

Gathering, analyze and interpret data; and identify, define and solve problems. Conveying resolutions of technical issues to customers. Coordinating with other departments, performing assessment and customization of new technologies, projects, outputs and tools used.

Building, provisioning, hardening network security and protocols, and maintaining environments on-premises and AWS, GCP and Azure cloud to perform SaaS software, implementations, integrations, configurations, and testing product features and functionality of new releases, and logging product issues in Jira. Developing product expertise, to provide consultation and advisory services.

Troubleshooting distributed high-performance systems, monitoring, debugging SaaS software and infrastructure issues raised by end-users of Quest’s in-house built software, collect all the needed logs, and analyzing complex application, product, heterogeneous databases, hybrid systems, network, security, webserver, and other issues on-premises, and AWS, GCP and Azure cloud on Linux/ UNIX and Windows.

Perform revisions to deployed applications to fix known bugs, or to restore capabilities expected to be delivered with the latest version of the application. Resolving customer-escalated issues, identifying product issues, meeting SLAs, ensuring a high level of customer satisfaction. Maintaining high standards of excellence, and strong ethics to meet and exceed productivity results by taking accountability and resolving issues preventing the achievement of timely, quality and cost-effective results.

Preparing detailed technical notes to document and verify bugs for tracking and escalation, process and procedural changes, customer case information, root cause analysis, stability recommendations, workarounds, and solutions, to build a technical support Knowledge Base (KCS).

Managing strategic customer accounts issues while acting as the customer advocate, to ensure deliverables are delivered on schedule, and deadlines are met. Reviewing customer issues to determine priority, escalate, to provide timely updates on escalated cases, and projects. Bringing feedback to PM/PO/R&D to improve future release product functionality. Developing and maintaining relations with external software providers support and vendors.

Maintaining relationships with Pre-Post Sales and Strategic Customer Management, to track and prioritize issues, and gather required information to ensure quick resolution.

Attending and organizing regular meetings to provide updates on the execution and status of the customer engagements, communicate SLAs, CSAT, NPR, and KPI score result, request input, provide status on product, and escalated issues, and service request reviews.

Collaborate with Customer Success, Sales and Product Management to drive and articulate the importance of the customer experience for increasingly positive results, bridging the gap between business needs and technical details.

Providing mentoring and training to new hires. Regularly communicating with customer, and cross-functional teams sharing initiatives to maintain optimal lines of communication while working on complex issues, ensuring deliverables for releases and patches are realistic and achievable, identify and drive platform Incidents, managing communication with stakeholders and coordinating with development team.

Additional experience with as

Database Administrator IT Specialist (2008 – 2009) Fluor Corporation, Aliso Viejo, CA

Senior Oracle Database Administrator (2000 – 2001) Downey Savings, Newport Beach, CA

EDUCATION

Bachelor of Science in Computer Science

California State University, San Bernardino, CA

Associate of Arts and Sciences in Math and Science

Mount San Jacinto College, San Jacinto, CA

CERTIFICATIONS

TECHNICAL

PROFICIENCIES

Cloud Engineer

Oracle Database Certified

Certified Pre-Sales Engineer

Programming:

C, Java, VB.NET, SQL, Shell, JSON, HTML, CSS, JavaScript, jQuery, Python

Database Systems:

Oracle 9-18, SQL Server, PostgreSQL, Sybase, Kafka, Hadoop, Aurora, MySQL, DynamoDB, MongoDB

Web Service Tools:

Apache Tomcat, Oracle WebLogic, IBM WebSphere, IIS Server

OS Platforms:

UNIX (Solaris, 8-11) Linux 5/6, Ubuntu, AIX, Windows 2012-16

Virtualization:

VMware, vSphere, Skytap, vCloud Automation Center (vCAC), Oracle VM

Network/Security:

CA, TLS, MFA, DNS, DHCP, NAT, SSH, UDP, SAN, TCP/IP, VPN, VPC, LAN, WAN

Container Technologies:

Docker, Kubernetes

Business Intelligence, CRM Tools

Jira, ServiceNow, Clarify, Amdocs, Salesforce, Power BI

Configuration Management Tools:

Ansible, Chef

CI/CD Tools:

Google Kubernetes Engine (GKE), Cloud Build, Jenkins

Quest Tools:

SharePlex, Space Manager with LiveRorg, Foglight, Toad, Benchmark factory, Spotlight, Stat, SQL Navigator, Quest on Demand SaaS-based cloud backup, recovery and policy management, LightSpeed

Cloud Services:

AWS (EC2, RDS, S3, CloudWatch, Elastic Cache, IAM) GCP Kubernetes, Microsoft Azure, Snowflake

Software Development Life Cycle (SDLC):

Agile, Waterfall Methodologies

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