Customer Service Quality Control

Salam Al-Obaidi

Address: *** ****** ***** **., **. Peters, MO 63376

E-mail: *****.********@*****.*** Phone #: 636-***-****

Summary:

Data Analyst with more than four years of experience in providing support to business professionals. Experienced in Database Administration, Software Engineering, and IT Support. Demonstrated ability to integrate computer skills, customer support experience, and related education to exceed technical, business, and customer requirements. Strong knowledge of SQL and C++. Professionally certified by CompTIA.

Professional Experience:

Program Analyst, February 2009 - April 2010

Stanley Baker Hill, LLC (JV)

Worked in direct support of the United States Army Corps of Engineers-Gulf Region Division (USACE-GRD)

• Administered over 110,000 records using SQL language through ‘TOAD for Oracle’ application

• Improved data quality by using Maximo application as a project management software to track and update the reconstruction projects of Iraq to provide real-time information on those projects to the US government, Iraqi government, companies and other organizations from through the Iraq Reconstruction Management System (IRMS) web portal

• Balanced the financial information in IRMS with the government’s financial records in CEFMS (Corps of Engineers Financial Management System) by correlating well over 9000 financial records to account for more than $300 Million

• Performed data variances/exception analysis and resolution

• Executed over 20 procedures in data management and quality control on project-oriented publicized materials

• Performed quality assurance on data management procedures

• Enhanced ongoing development of team member skills and knowledge sharing

Environment: Oracle 10g, PL/SQL

Database Administrator, May 2008 - February 2009

Versar, Inc.

• Supported the Joint Contracting Command - Iraq/Afghanistan (JCC-I/A) in Iraq as the main administrator in charge of the Personnel Database

• Monitored more than 1000 military and civilian personnel stationed in Iraq and Afghanistan, and reported manning levels and details daily to senior leadership

• Administered MS Access database on a daily basis, entering deleting and updating records, running queries

• Enhanced the quality of data through extensive quality control procedures and queries

• Maintained data standards, including adherence to the Data Protection Act

• Implemented database documentation, including data standards, procedures and definitions for the data dictionary

• Developed, Managed, and tested back-up and recovery plans

• Ensured that storage, archiving, back-up and recovery procedures are functioning correctly

• Enhanced communication with IT project managers, database programmers and web developers to ensure database integrity and security

• Awarded three times for excellence in providing support for the Command Group in critical situation

Environment: Microsoft Access

Information Technology Support Technician July 2007 - September 2007

Information Technology Helpdesk Manager September 2007 - May 2008

TKC Communications

• Managed and trained a team of 12 helpdesk technicians, enhancing their technical knowledge and customer service standards

• Supported a network of more than one thousand users and more than 80 servers

• Exceeded management’s expectations with a minimum ticketing rate of 50 tickets per day

• Performed System Administration and Networking roles to help balancing workload and maintain customers’ satisfaction

• Ensured network security requirements and regulations met or exceeded US Government standards

• Awarded twice for excellence as an IT Technician

Environment: MS Windows XP, MS Server 2003, MS Exchange 2000, and Cisco Routers and switches

Education:

• B.S. in Computer Engineering, 2007

University of Baghdad, Computer Engineering Department

Majors: Operating Systems, Computer Networking, C++ programming, and hardware maintenance

Certifications:

• CompTIA A+ IT Technician [tests 220-601 and 220-602]

• Pearson VUE certified Test Administrator

Skills:

Hardware:

• Installing, configuring, and troubleshooting various aspects (Hardware and Software) of desktop computers, portable computers, and servers

• Experienced with hardware from Dell, HP, IBM, Intel and many other hardware manufacturing brands

• Installing, configuring, and troubleshooting many computer peripherals, to include: printers, scanners, fax machines, copiers, digital senders, and others from various vendors (i.e.: HP, Cannon, Xerox, etc.)

Operating Systems and Software:

• MS DOS, Microsoft Windows (9x, ME, 2000, XP, Vista, and Windows 7), and Mac OS X Operating Systems

• Microsoft Windows Server, Exchange Server, and Active Directory (2000, 2003, and 2008)

• Microsoft Office (Word, Excel, PowerPoint, Access, Project, Visio and Outlook) in all of its versions, and for multiple operating systems

• Remote customer service using Dame Ware and other remote access tools to troubleshoot and fix user problems for offsite users

• Installing, configuring and administering Domain Controllers, Exchange servers, File Servers, and Print Servers

Networking:

• TCP/IP, DHCP, and DNS

• Installing, configuring, and managing wired and wireless networks

• Extensive knowledge of networking technologies, topologies, and implementation techniques

Database and Programming Languages:

• Toad for Oracle

• Maximo 6.1

• Oracle g10

• C++, SQL, and Visual Basic

• Extensive experience in Microsoft Access, including building databases, tables, queries, and managing data

Other:

• Highly professional and customer friendly troubleshooting of any problems that the users might run into while minimizing their stress levels

• Excellent communication, interpersonal, and presentation skills

• Ability to support critical business requirements

• Expert in helpdesk operations, support techniques, and system maintenance

• Strong technical support acumen with a background in multi-platform systems and educating people on information technology topics

• Exceptional problems analyzing and solving ability

Languages:

• English – ILR Level 5

• Arabic – ILR Level 5

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