Customer Service Support

LINDA SHERER

************@*****.*** 716-***-****

https://www.linkedin.com/in/lindasherer Buffalo, NY

PROFILE

Highly effective customer service specialist with IQ in top 5% of the population and 15+ years’ experience solving application issues and training customers in dynamic environments nationwide. Promoted and awarded annually for exceptional performance, rated Nortel’s #1 Trainer for generating $468,000 in customer training revenue.

AREAS OF EXPERTISE

SQL, PL/SQL, Oracle, Modeling, Backup / Recovery & RISC System Administration

Team Leadership & Coaching

Project/Program Management

Oracle Database Certified

Customer Training

Cross-Functional & C-Suite Collaboration

Database Conversions

DDL, DCL & TCL Languages

Verbal & Written Communications

Cobol

EDUCATION

A.A.S., Information Technology / ECC, 2017

Oracle Academy – GPA: 4.0

B. of Technology, Computer Science

Rochester Institute of Technology – GPA: 3.5

A.A.S., Finance

Rochester Institute of Technology – GPA: 3.3

TRAINING / CERTIFICATIONS

Paralegal-3 years US Gov’t

Notary Public-6 years

PROFESSIONAL EXPERIENCE

Technical Assistant ServiceDesk 5 years

SUNY Erie Community College, Buffalo, NY

Provide technical assistance to college faculty and staff, primarily focusing on WIN10, Outlook, Browsers, Office 365, and ServiceNow. Researched and presented OneDrive introduction to college technical staff.

Customer Support 3 years

Lyn Clark Contracting, Buffalo, NY

Travel nationwide completing numerous IT and database administration contracts. Computer Training Instructor with demonstrated expertise creating Crystal Reports (Oracle DB) for government

IT Database Administrator / Lead Software Test Engineer 5 years

Global Crossing (Under Atlantic Cable Vendor), Rochester, NY

Created Oracle master test case database of SQL queries, and problem/defect reporting database as well as database views for internal personnel. Designed successful failure completion quality requirements documents. Left due to company bankruptcy.

Awarded $10K for reaching unrealistic targeted delivery dates in one year.

Spearheaded process improvements monitoring subordinate test performance.

Cross-functionally collaborate in scheduling and implementing various departmental system upgrades.

Customer Service Regional Manager/DBA/Tech Support

Nortel (formerly Computer Consoles) Telecom Systems Vendor, Rochester, NY 16 years

Devised, implemented, and documented customer-specific data requirements for numerous applications across the nation, including databases containing as many as eight million records. Escalated and communicated customer issues, including troubleshooting, testing, and resolving software applications and system defects.

Repeatedly received President’s and VP Awards for exceptional performance, including #1 Trainer. Established external vendors relationships while authoring planning manuals, user’s guides, backup/restore procedures, and operational expectations. Designed, wrote, and presented 20+, five to 15-day courses, including UNIX/LINUX, System Administration, andfor three years, generating more than $480K in revenue each year.

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