Amel Canizares

*** ******* **

Strasburg, VA ****7

703-***-****

rzbjxm@r.postjobfree.com

Summary

Experienced with a variety of computing concepts, networking, system administration and support in a customer service environments. Proficient customer service skills, inter-personal team playing skills, document operational skills, excellent troubleshooting and resolution skills, excellent communication skills (fluent in Spanish and English), and the ability to work in a fast-paced working 24 x 7 environment.

Technical Summary

A+ Certification. Proficient in several software applications: Windows Server 2003 Enterprise Edition administration, Windows 95/98, 2000, XP and NT, Visio, MS Office, Lotus Notes, Remedy (Ticketing System), Netscape, Microsoft Outlook, SQL, Unix/Solaris, PC Anywhere, Witness (Veritas NetBackup), Siebel 2000 Service Request System (Oracle Discoverer tool) Cognos, Query Builder (Oracle based applications) TOAD (SQL application) and PVCS (Tracking System). Lucent/Avaya G3r Switch and Fujitsu PBX, Assyst (Tracking System).

Clearance: Secret.

Professional Experience

02/01/09 -- Present Devis Inc Rosslyn, VA

Senior System Analyst

• Provided in-house server administration and support for the resolution of all technical issues regarding Windows Server 2003 Enetrprise Edition for the USAID network.

• Created new queries in SQL Plus to extract data from Database for management reporting purposes to the client.

• Helped with new installations-configuration of new upgrades delivered by the software provider (Compusearch.)

• Helped the DBA Team in the troubleshooting of data issues reported by the client, and recommended corrective actions.

• Analyzed systems and process from data captured during events to assess the need for more bandwidth or network to accommodate the client (USAID/State Department) needs to allow GLAAS (PRISM) data to be transmitted and delivered immediately with the least downtime.

• Helped to troubleshot functionality issues encountered during procurement system actions.

• Analyzed hardware and software reliability and utilization reports; identified and defined problem areas, recommended corrective actions.

• Handled tickets escalated from the Tier I/II support team related to Momentum Interface issues reported by the user community.

10/01/06 – 02/01/09 OnPoint Washington, DC

Senior Systems Engineer

• Completed the installation and configuration of the PRISM application and the database.

• Provided level II and level III support to users on errors messages coming from the PRISM database and the Web Server level.

• Participated in the on-call rotation in order to support the production environment in after hours and weekend work.

• Provided senior level technical support to Federal Aviation Administration (FAA) Oracle Compusearch Interface (OCI).

• Troubleshot functionality issues encountered during procurement system actions

• Documents and tracks script errors and functionality problems.

• Assists the FAA OCI Technical Team with patches and new installations.

• Run test scenarios to validate system changes.

• Handled tickets escalated from the Tier 1 support team related to OCI Interface issues reported by the user community.

• Assisted FAA Management answering questions regarding fixes, and code changes delivered by the client (Compusearch).

• Maintained open channel communication with clients (Compusearch and Oracle) to correct issue encountered in the interface tables.

• Troubleshot Prism OCI interface using Export Jobs application (FPT server) errors, when interfacing with Oracle Apps version 11.5.9.

• Worked in the Delphi (Oracle Application) to Sync with the PRISM application.

11/01/03 – 9/30/06 Compusearch Software System Dulles, VA

Interface Technical Support

• Troubleshot functionality issues encountered during new installations, researched, documented and reported script errors to Development to be fixed using PVCS Tracking System.

• Installed new patches and fixes using SQL Plus, created and run test scenarios validating new patches/fixes returning from developers.

• Acted as Level 2 user support for any data base issues or Software functionality.

• Troubleshot errors reported by the user community in regards the OCI interface, acted as a main contact person for all OCI installations, configuration, and testing. Maintained up-to-date records of all software releases, and accepted by the customer.

• Created test scenarios to accommodate customers requirements and business processes. Acted as a QA Analyst to validate scenarios created at the customer location, analyzed issues encountered in any of the test scenarios created to report any issues back to the development team.

• Installed Prism COTS software developed as e-procurement for the Federal and State Government, to include twenty-five Federal Agencies and DOD/DOI.

• Troubleshot Prism OCI interface using Export Jobs application (FPT server) errors, when interfacing with Oracle Apps version 11.5.9.

• Installed Data Bases and Web Server upgrades and new releases.

• Troubleshot Web Servers connectivity and network errors (Windows 2000 Server), and issues encountered at clients site.

10/03/2003 to 11/30/2003 Adecco Technical Chantilly, VA

PC Deployment.

• Worked in a Project Unisys/Social Security Administration.

• Helped with the conversion of PC's from token ring to Ethernet.

09/2002 – 08/2003 CSC Chantilly, VA

Systems Analyst

• Troubleshot procedures used to review, correct, and certify cargo information translated to billing data, which interfaces directly to the core accounting system, TFMS-M (Oracle Financial)

• Provided support and training for worldwide customers of the Cargo and Billing System (CAB), a DOD web-based non-core billing system.

• Answered questions, research, resolved, documented and reported problems using the Siebel 2000 Service Request System (Oracle Discoverer tool)

• Worked with relational databases using Oracle 8I version.

• Provided support to user’s trying to Microsoft Outlook 2000 accounts.

• Provided PC configuration support, workstations and laptops with Win 9x, 2k and NT.

• Escalated system faults to the appropriate level for resolution, as needed. Track problems to resolution.

• Generated, reviewed, analyzed reports to document reported errors

• Reviewed trends in reported system errors, and recommended corrective action.

• Prepared reports for Project Manager and Customer review.

• Designed ad hoc queries using Cognos and Query Builder (Oracle based applications)

1998 – 05/2002 Sprint PCS Tallahassee, FL

Service Assurance Technician I

• Provided prompt coverage and resolution for a 24/7 on call environment, provided sixty percent phone and forty percent in person helpdesk support.

• Provided IT and Telecommunication support on a day-to-day basis. Operation support and backup, diagnosis/resolution of network connectivity, experience installing and troubleshot Oracle web based applications, and support of Microsoft Exchange 5.5.

• Troubleshot remote Aspect Switches connecting Jacksonville and Tallahassee.

• Assisted in maintaining the facility's LAN.

• Migration upgrade of company operating systems from Windows 95 to Windows 2000.

• Installed different software applications to ensure the properly functionality of PC’s utilizing multiple operating systems (Win NT, 95, 98, 2000).

• Documentation utilizing Remedy (Ticketing System) to track and troubleshoot any issues related with network and servers, ensuring prompt resolution.

• Managed several different Unix servers. Provided daily/weekly/monthly backups. Troubleshot for errors with the Lucent/Avaya G3r Switch (Unix). Troubleshot and provided support for CMS (Unix/Solaris), Fujitsu PBX (Unix over Windows), Call Accounting System (Unix), Witness (SQL software), Call Management, IEX (call routing system software) and Audix Voice Mail Systems.

Tier II Technical Analyst (Wireless Technical Support)

• Troubleshot problems found 100% phone support to users with errors using Windows OS (9x, NT, 2k, ME, XP and Macintosh).

• Provided troubleshooting to Sprint PCS customers for existing and new wireless web products. Determined appropriate escalation steps and ensured resolution for data connectivity with most of the ISP providers.

• Worked with Application Engineer troubleshooting with customers experiencing difficulty-obtaining access to the Wireless Web option on Business Accounts. Worked with Short Messaging System, PC, GUI and Outlook/Exchange.

• Accurately provisioned service for the wireless handsets.

• Troubleshot handset problems, resolved situations regarding the handset and network.

1996 - 1998 Snyder Communications Rockville, MD

Team Leader

• Acting Team Lead in the absence of Supervisor/Team Lead.

• Documentation / Daily reports for employee productivity.

• Maintain and monitor workflow, to assure proper coverage and customer service.

Sales Representative

• Worked with Windows utilizing Compaq computers.

• Outbound cold calls (high volume).

• Introduced the services of AT&T.

• Demonstrated the ability to work with a group, to meet and exceed weekly goals and deadlines for sales.

1995 - 1997 Telac-Access Arlington, VA

Sales Representative (contracted for Sprint)

• Worked for Ameritech, Nynex, and Trenton Television Cable, Sprint LD.

• Offered quality services to the general public (high volume telephone support).

• Customer Services for Sprint LD and FON card.

Education: 1986 – 1990 University of Havana – 4-year degree in Accounting Havana, Cuba

1999 Training for Sprint PCS wireless services.

1999 Training for a Wireless Web on Sprint PCS.

2000 Hands on training in Lucent/Avaya G3r Switch.

2001 Hands on training in Fujitsu Switch.

Network Training - Sprint University of Excellence.

DS1/DS3 Training - Sprint University of Excellence.

2009 Learning Tree International - Oracle Database 10g Administration: Hands-On

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