Skills

Database Administration:

  • Proficient in Oracle Database Administration, with extensive knowledge of SQL, PL/SQL, and Oracle Architecture, including memory structures (SGA, PGA) and database components.
  • Skilled in Oracle Enterprise Manager (OEM) for effective monitoring and management of Oracle databases.
  • Demonstrated expertise in Backup & Recovery using Oracle Recovery Manager (RMAN) for efficient database backup, recovery, and cloning processes.
  • Specialized in High Availability Solutions, including the implementation and management of Oracle Data Guard and Real Application Clusters (RAC).
  • Proven problem-solving skills, adept at diagnosing and resolving database issues promptly, especially in high-pressure environments.
  • In-depth understanding of Oracle's licensing rules to ensure compliance.
  • Competent in applying Oracle patches and performing database version upgrades.
  • Proficient in documentation and adherence to best practices for database management.
  • Knowledgeable in Storage & Capacity Planning, including Automatic Storage Management (ASM), tablespaces, data files, and segments management.

Software:

  • Operating Systems: Windows (XP, 7, 8, 8.1, 10, 11) as well as Linux (Lubuntu and Ubuntu) and Mac OS.
  • Desktop applications: Microsoft Office and Office 365 as well as Free Office and Open Office.
  • Knowledge and understanding of desktop PC management, hard disk management, imaging, data recovery, diagnostic tools, utilities and anti-virus tools.
  • ERPś as SAP and Oracle systems
  • Email clients: Lotus Notes, Microsoft Outlook and Gmail for work (including Google Apps for work)
  • CRM: SAP and HP
  • I have experience solving problems with desktop computers, printer laptops and LAN and WAN data networks
  • I have worked with clients and users both: remotely and on site giving preventive and corrective maintenance at the software and hardware level.
  • Experience with Microsoft Active Directory Services
  • Experience with Microsoft SharePoint Services
  • Working knowledge of Symantec Endpoint Protection and Microsoft Bitlocker Protection
  • ERPś as SAP and Oracle systems
  • Working knowledge of industry Service Desk processes and software
  • Familiarity with supporting virtual desktop environments

Hardware:

  • I have experience solving problems with desktop computers, printer laptops and LAN and WAN data networks
  • Installation and configuration of work stations as well as dumb terminals
  • Installation, and configuration of printers and MFPs both network and local.
  • Installation of communication equipment both Cisco and Avaya (depending on the configuration of the company)

Communication:

  • Bilingual in English and Spanish
  • Ability to communicate with hardware/software vendors in reference to technical problem resolution

System Integrator OXI/Opera/NOR1

  • Implement and Maintain Integrations: Focus on external hospitality systems including PMS, CRS, IBE, and RMS.

  • Opera Nor1 OXI Integration: Manage installations and provide technical support for Opera Nor1 OXI integrations.

  • Collaboration and Process Improvement: Work with the Senior Manager, Implementation to improve installation processes and documentation.

  • Technical Expertise: Deep knowledge of Oracle Opera and OXI, applicable to various property management systems.

  • Customer Support: Provide both first and second-tier technical support to resolve customer issues.

  • Interface Management: Launch and maintain interfaces between upgrade platforms and various external systems.

  • Troubleshooting: Resolve integration, network, and Oracle server and interface issues for optimal performance.

  • Data Quality Analysis: Analyze and ensure the integrity of reservation, availability, rate, and inventory data.

  • Record Keeping: Keep detailed logs of new installations, IT contacts, and integration activities.

  • Qualifications and Skills: Proficient in SQL scripting, with a strong understanding of Opera, and excellent organizational and communication skills.

  • Internal and External Request Handling: Manage both internal requests and external customer requests efficiently.

  • Direct Software Application Support: Provide support and troubleshooting directly to hotel staff and their IT departments.

  • Wide-Ranging Issue Resolution: Offer guidance and solutions for a broad spectrum of technical and non-technical customer issues.

  • Resynchronization and Configuration: Perform data resynchronization and configure user permissions, application settings, rate codes, and room types.

  • Remote Assistance and Service Recovery: Connect remotely to workstations or servers for issue resolution and recover service following server interruptions or outages.

Ing. Service Desk Bilingual

  • Technical Issue Recording: Documented technical issues and service requests in a systematic manner.

  • Problem Resolution: Diagnosed and effectively resolved a variety of technical problems.

  • Issue Escalation: Appropriately escalated complex issues following organizational protocols.

  • Staff Interaction for Technical Support: Collaborated with staff at all levels to resolve technical issues with a range of equipment including personal computers, medical research computers, printers, and conference room technology.

  • Vendor Liaison for Maintenance: Coordinated with vendors for the maintenance of equipment as per company contracts.

  • Hardware Inventory Management: Consistently maintained and reported hardware inventory each month, aligning with corporate guidelines.

  • Computer Formatting and Imaging: Prepared computers for company use by formatting and imaging them.

  • Active Directory Management: Added computers to the Domain Name System (DNS) utilizing Active Directory as required.

  • New Hire Setup: Acted as the primary contact for setting up desks and equipment for new hires.

  • Network and Software Installation: Activated network ports as needed and installed additional software upon request.

  • Process Optimization: Significantly streamlined the computer setup process, reducing time from 2 hours to 15 minutes per computer/user.

Service Desk Analyst

  • Technical Problem Management: Addressed and resolved various technical issues in a business environment, including system crashes, slowdowns, and data recoveries.

  • Priority Issue Oversight: Committed to monitoring and managing Priority 1 issues, ensuring proper documentation, escalation, resolution, and closure of these critical problems.

  • High-Volume Call Management: Efficiently managed over 40 technical and mission-critical calls daily, maintaining a consistent standard of high-quality service.

Technical Support Specialist

  • Quality Assurance: Ensured appropriate changes were made to effectively address customer problems.

  • Technical Support Provision: Delivered effective and coherent technical support to customers via the call center.

  • Technical Research: Conducted research on technical solutions to address customer inquiries.

  • Information Analysis: Gathered and analyzed relevant information to verify customer claims and identify underlying causes.

  • Record Keeping: Maintained detailed records of customer interactions, transactions, inquiries, complaints, and actions taken.

  • Complaint Resolution: Addressed billing and customer service complaints through activities like account exchanges, rate adjustments, and record updates.

  • Escalation of Complex Issues: Referred unresolved customer complaints to specific departments for further investigation.

Bilingual Customer Service Representative

  • Billing Management: Handled billing-related tasks and inquiries.

  • Technical Support: Provided technical support for internet access and telephone services.

  • Revenue Assistance: Assisted clients with general revenue-related matters.

  • Internet Troubleshooting: Resolved issues with internet access on both PC and Mac computers.

  • System Installation and Upgrade: Installed and upgraded operating systems and third-party programs on Windows and Mac.

  • Network Configuration: Configured wireless networks, modems, routers, switches, hubs, and smartphones.

  • Microsoft Applications Support: Assisted with Microsoft Office suites, email clients, and server applications.

  • Software Application Installation and Troubleshooting: Managed the installation and troubleshooting of major software applications.