Specialist Operations Customer Support

Dallas Allen

Support Desk Lead

******.*******@*******.*** • 281-***-****

linkinedin.com/in/dallasallen65 • Houston, TX 77095

Summary

Dynamic, technically sophisticated leader with expertise in Oracle systems, project management, and customer support. Over 25 years of hands-on experience in progressive roles. Demonstrated ability to manage international teams in alignment with ITIL best practices. Excel in system programming and analysis. Proven record of Help Desk Tier I, II, and III triage and resolution. Consistent success driving adoption of innovative technologies and tools. Personable and engaging with the communication skills needed to build consensus on critical initiatives.

Technical Proficiencies

Operating Systems

Windows, AIX, Unix, Linux, Korn Shell, IBM Mainframe, AS400, DOS, IOS, Android

PC Systems

MS Windows (Current & Legacy), Apple

Software

Microsoft Office Active Directory Oracle 7-12c SQL Plus Lawson BMC Remedy ITSM ServiceNow Replicon SQL Server (2000–2016) Oracle Data Guard WebEx Always On Quest Spotlight & Foglight Allegro Maximo CyberArk GoTo Assist Infosys Cache PeopleSoft Crystal Reports Internal Patient Accounting & Financial Applications VPN Citrix IBM Cisco

Professional Experience

Uber & Lyft, Houston, TX. 2018 – Current

Uber/Lyft driver & delivery

MDT> ALLTEL> ECLIPSYS> ALLSCRIPTS> ACS> XEROX> ATOS, Mountain Lakes, NJ, 1989 - 2017

1st, 2nd, & 3rd Tier Help Desk Support Lead & DBA

Spearheaded strict compliance with HIPAA regulations and ITIL best practices. Directing team of 15 database administrators (DBAs) in administration of 100+ Oracle databases over 15 servers, and 2.9K SQL Server databases across 100+ servers. Trusted customer resource and point of contact – coordinated responses to technical issues across departments. Worked Service Desk to provide Tier 1 and Tier 2 support. Orchestrated database administration of Oracle and Lawson systems to ensure full availability of critical client information and software at healthcare facilities nationally. Served as sole mumps programmer for SPFM application/cache database. Implemented best practices to deliver integrity, accessibility, security, data redundancy, and performance efficiency. Monitored and troubleshot data transfer issues between active and replication databases. Delegated and guided IT projects and technical assignments. Led SPFM, SIS, and SRM application support, including financial applications. Recommended continuous improvements to enhance help desk standards, processes, and procedures. Conducted due diligence on proposed remedies and stewarded change management. Wrote knowledge base articles and performed setup demos. Leveraged situation manager (SitMan) for complex troubleshooting. Trained internal teams on specialist operations.

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Established a great rapport with our customers, often requested specifically by name, for my patience, understanding, and perseverance in order to rectify any/all their technical questions and or interruptions of service.

Member of our “Tiger Team”, and performing root-cause analysis.

Manage triage, troubleshooting and resolution to client scope.

Results driven by KPI’s established by the company.

Earned Chairman's Award for completing time-sensitive client software upgrade within 60-hour timeframe to attain critical payroll year end-deadline, in addition to system upgrades and migration from separate servers into one new server within six months.

Entrusted as manager of Oracle, SQL, & Cache which included all applications utilizing these databases.

Involved with change management, problem management, as well as incident management capacities.

Passed Statement on Auditing Standard (SAS) 70 and International Organization for Standardization (ISO) 9000 audits, ISO 20001 compliance, and Sarbanes-Oxley (SOX) compliance audits.

Achieved significant improvements in documentation and efficiency through development of operational procedures for our Help Desk team members to follow.

Doing due diligence in order to maintain the 99.99% uptime for our customers, as per company SLA’s.

Responsible for opening and closing tickets with well documented details to shorten the resolution time going forward in order to meet SLRs & SLAs.

Drove upgrade of Oracle 9i databases to 10g, 10g to 11g, and 11g to 12c for large oil & gas client.

Performed required duties during the biannual SunGard disaster recovery tests.

Promoted to Database Administration / financial applications manager and became the tier 3 level of support.

Versed in the medical, patient accounting, energy, and financial applications.

Military Experience

Military Policeman

United States Army, Frankfurt, Germany

Training & Development

Computer Programming Diploma, Chubb Institute

Computer Operations Diploma, Airco Computer Learning Center

Computer Fundamentals / Programming / Operations, Computer Learning Center of Houston

CTX-1256BI Citrix Presentation Server 4.0: Administration, Citrix

HR System End of Year/Beginning of Year Processing Seminar, D&B Software

eConfirm Training / System Setup 1 / System Setup 2, Eclipsys

AIX 5L Basics / System Administration 1, IBM

Cache System Management v5.1, InterSystems Corporation

Understanding Networking Fundamentals, Global Knowledge

Purchasing Systems, A Technical Introduction, D&B Software

Oracle Enterprise DBA / Database 11g/9i Admin Training, Oracle University

Project Management: Concepts to Practice, Project Assistants, Inc.

UNIX & Oracle DBA Training, Lawson

HR Training, The MSA Company

Military Policeman Certification, United States Military Police School

Volunteer Experience

Security Chair, Homeowner's Association

Awards

President’s Award Best Dressed Award Always Smiling Award Chairman’s Award Eclipsys Service Award

XEROX 25 Years Award

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