Oracle Cloud Technical Support

Shirin Kasad

***********@*****.*** 510-***-****

Professional Summary

Principal Technical Support Engineer with over 20 years of experience supporting Linux/Solaris, Windows Networking Products and Oracle Cloud. Aiming to utilize my strong technical skills and analytical ability to achieve goal of public / private organization.

Lead & monitors the progression and resolution of issues, and requests updates on these from relevant contacts/responsible persons both within IT as business sponsors/SMEs.

Excellent communication and interpersonal skills. Have demonstrated creativity, willingness, and ability

to quickly learn new things, excellent analytical skills, strong work ethic. Adopting positive attitude helped me to keep up to date with the latest technology trends by self-learning.

Performed root cause analysis for critical issue, resolution, and prevention. Interfaced with IT management on issues requiring escalation.

Collaborate and strategize with end-users to identify, prioritize, and suggest alternate solutions. Provide analytical updates to key decision-makers on system performance, availability, and future ventures.

Provide current documentation and user guides for the most of our enterprise applications. Modifies company information database to reflect environmental and team knowledgebase changes, insuring up to date information and application processes for team members.

Collaborate with internal and external customers like finance, contracting team and end-users to support IT application infrastructures.

Train and mentor new analysts/employees on technical products that we support in our team.

Executed on multiple business continuation project including server base OS/ Application Patching, Backup/Restore, monitoring, security/access, troubleshooting issues across various OS platforms.

Working with customers to come on board Oracle Cloud and help them resolve their cloud issues.

Technical Skills:

Virtualization Tools:

Oracle Cloud Virtual Manager, Oracle Virtual Manager 3.2, Solaris LDOMs, Zones/Containers.

Oracle Cloud Infrastructure:

Configuring and troubleshooting IPSEC tunnels, Fast Connects, Virtual circuits with OCI, Local Peering Gateway, Remote Peering Gateway, Load Balancers, Backend Servers configuration, Whitelisting Ports, Routing, Dynamic Routing Gateway, Network Security Groups.

Operating Systems:

Extensive experience in - SUN/Oracle Unix (SOLARIS 8,9,10,11) and Oracle REDHAT Enterprise Linux, Linux, Windows 10

Switches:

Infiniband Switches, Cisco Switches

Hardware:

Sun/Oracle T-Series Enterprise Servers, Oracle SPARC and X86 Servers, NFS/ SAN Storage, Netback up

Network/Infrastructure:

TCP/IP Protocol Suite, IPMP, Link Aggregation, DNS, NIS, LDAP, SMTP, AD, DHCP, NFS, LAN-WAN, Security & Authentication Protocols (IPSec, IKE,IPFilter).,SSH,Sendmail, NTP, Network Performance, Troubleshooting, wireshark, mtr

Languages:

SQL,Unix/Linux Shell Scripting, C Pearl Scripting

Strengths:

In resolving complex issues and provide support for various Cloud base Systems and IT/Business applications.

System Administration on Oracle SPARC/X86 Architectures and Windows Desktops. LDAP/Active Directory User and Computer Administration Network Administration involves Routing, NFS, NIS, DNS, LDAP, IPMP, Link Aggregation (LACP), Network Ethernet/Interfaces configurations, VLAN setup. LDOM, InfiniBand Switches, Oracle Cloud Infrastructure, Sendmail

Virtualization: Oracle Virtual Manager 3.2, Oracle Solaris LDOMs (VSW & Vnet), Solaris Zones

have strong work ethic and am committed to providing quality work with a professional attitude.

Very easily adaptable to Management changes, product changes and am very resourceful and self-motivated to learn newer products as industry changes.

Excellent writing and communication skills with an emphasis on procedural documentation.

Very good at multitasking meaning talking to customers along with documenting stuff and troubleshooting issues online

Have provided several technical trainings and have been conducting CMRs for our teams and new engineers who come overboard our team.

Work Experience:

March 2000- Now Principal Technical Support Engineer (TSE 1 to TSE 5) :

. Ensured that I understood the complete business process, policies, and principles to guide and support end users and external customers who need support with our Oracle Networking/ Virtualization/Cloud Products/

. Gathered, analyzed, and documented the function and business needs of the client (internal Oracle employees) and provide technical solution in timely fashion .

Understand customer’s Support level they have and prioritize solutions to them based on their Support Contract level and severity.

. Hands-on experience with various home-grown applications like service desk, reporting tools, escalating tools, jira tickets, tools like Grafana, lumberjack, glimpse, OCI console, wireshark and many more.

Organize regular meetings with team and customers to discuss new Cloud projects coming to us, guide engineers in solving their customer’s issues if they are stuck at some point.

. . Always looked for improving processes and was willing to incorporate those changes.

. Collaborate with internal teams and external customers, and vendors to support ITR

. Provide management with economic impact and compliance issues surrounding key business decisions and/or deals.

. Drive implementation of new processes and procedures.

. Ability to collect, organize, and display data in spreadsheet format.

. Follow-through skills are necessary to get information from internal and third parties and have data errors/omissions corrected.

. Strong written and verbal communication skills to interact with management and possible clients.

. worked with Technical Account managers, project managers, and technical staff to deliver effectively against commitments.

. Have a lot of knowledge in filing bugs and RFEs against products, and working with development teams

. Viewed by peers as a leader and top contributor and by line management as a key business partner

. . Support Regional Centralized Teams on all aspects of systems, tools, technical product configurations,, policies, and procedures as a subject well as communicating status updates throughout the Service request cycle .

. Participate in conference calls and meetings as a Global Systems Operations representative with engineers who need assistance with escalated or hot Service Requests where our senior management is involved and customer’s business is at stake.

Offer recommendations on process change to support business issues and new business practices.

Migrated customer applications from different vendors' clouds to Oracle Cloud

Participate in New Product Introductions as a Product Responsible Engineer (PRE).

Keeps current on network technology issues through seminars, publications and self-education on an on-going basis.

March 1997-2001 Sun Microsystems -Senior Unix and Network Administrator :

•Experience in maintaining, migrating, and deploying both applications on Solaris10, Solaris 11, Linux, and Windows environments.

•Solaris /Unix/Linux system administrator. This includes building, maintenance, and administration of servers that host production and development applications. Red Hat Linux administration, various applications & appliances that use Linux OS.

•Managed Oracle Logical Domain Virtualization and Oracle Virtual Servers IT infrastructure and Familiar with Oracle and Azure cloud.

•Configured NFS, storage Luns to Oracle VMs and Virtual LAN using Nexus 10gig switch in development/test environments.

•.•Wrote automated Shell script to migrate users’ environments to the cloud with their profiles.

•In-depth knowledge and experience in standard Cisco routing/switching systems and protocol operations in an enterprise network (TCP/IP: ARP/RARP, DNS/DHCP, FTP/SFTP, IPv4/IPv6, HTTP/HTTPS, ICMP, IPSEC, NTP, SCP, SSH, LDAP, SMTP, SNMP, TLS, UDP, Subnetting/tcpdump/Wireshark/network performance/LDOMS/

• Worked on Infiniband Switches from hardware and software levels.

• Strong hands-on experience in LAN/WAN, TCP/IP, Routing, switching, Trunking/Spanning tree/IPMP/IPQOS, and Wireless concepts.

• Resolved issues and problems through service request tickets in a timely and comprehensive manner.

. Escalate calls in a timely manner to the appropriate next level support. Escalations include accurate and complete information.

Participate in New Product Introductions as a Product Responsible Engineer (PRE).

Keeps current on network technology issues through seminars, publications and self-education on an on-going basis.

Training:

Cisco ICND1/ ICND2 Administration

SAMBA Administration

LDAP Server/Client administration,

SPARC LDOM Virtualization / Oracle VirtualMachines, Solaris Zones/Containers

Project Management Training

VMware Training

Oracle SQl Training

C shell scripting and Perl Scripting

Certifications:

Sun Certified System Administrator for Solaris OS

Sun Certified Network Administrator for Solaris OS

Sun Certified Security Administrator for Solaris OS

Linux Advocate Accreditation

Platinum Support Advocate Accreditation

Oracle Cloud Infrastructure Foundation Associate

Unix Administration I Certificate, Santacruz University Extension

Unix Administration II Certificate Santacruz University Extension

Infiniband Advocate Accreditation, Oracle University

Educational Qualifications:

Bachelor’s Of Science in Mathematics – B. P. Baria Institute, Navsari. India.

Masters Of Science in Mathematics – South Gujarat University, Surat, India.

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