Résumé

Google One Tier 2 Specialist 5/2018 to 7/2024 TELUS International, Las Vegas, NV

* Performing technical support on all devices for Google product issues and Tier 2 level troubleshooting.
* Demonstrating strong analytical, problem solving, advanced troubleshooting skills for issue resolutions.
* Achieved consistently high ranking in monthly metrics for satisfaction, resolution and quality assurance.
* Collaborating with fellow employees in a positive manner and sharing knowledge clearly and efficiently.
* Technical support in Google One, Drive, Photos, Docs, Sheets, Gmail, AI Gemini, VPN, other products.
* Responsible for travel, agenda and training of foreign Google One Tier 2 agents with new support team. 

Google Wallet Support Agent 7/2014 to 8/2016 TELUS International, Las Vegas, NV

* Demonstrating problem solving ability to efficiently and accurately address all customer support inquiries.
* Responsible for troubleshooting technical issues, utilizing critical thinking and offering relevant solutions.
* Recognized multiple times for exceeding corporate targets and in high customer satisfaction percentages.
* Achieved both high survey transfer and resolution rates, having over 100 perfect quality assurance audits.
* Exhibiting strong interpersonal skills in interactions with composure and patience under difficult situations.
* Complying on all confidentiality, schedule adherence, ethical, PCI and Google corporate policy standards.
* Adapted to procedural changes and developed competencies, finished iAspire manager training program. 

Sales & Help Desk Agent     11/2008 to 1/2010 EveryContractor.com, Las Vegas, NV

* Duties included cold calls, soliciting sales via phone, utilizing excellent etiquette, contractor jobs knowledge.
* Handling credit transactions accurately, responsible for lead tracking software, and finding contractor needs. 

Timeshare Sales 12/2007 to 7/2008 Celebrity Resorts, Orlando, FL

* Duties included cold calls, soliciting sales via phone, utilizing excellent etiquette, contractor jobs knowledge.
* Handling credit transactions accurately, responsible for lead tracking software, and finding contractor needs. 

Oracle DB Administrator 1/1998 to 5/2000 Disney Cruise Line, Kissimmee, FL

* Primary responsibility for administration of 14 production, 26 development Oracle shore or ship databases.
* Duties under installs, upgrades, configuration, auditing, hot/cold backups, recovery, monitoring and tuning.
* Administrator of heavy transaction, large, 350 user reservation HP/UX database with V2500 SMP platform.
* Real-time updating of remote Air ticketing database by use of database links, two phase commit & PL/SQL.
* Used remote DB RPC calls. PeopleSoft Oracle database administration backups, all DBA duties assigned.
* Setup & administration on all Oracle NT shipboard databases, failover of tri-clustered NCR ship equipment.
* Worked from design through implementation of reporting on data warehouse ODS (operational data store).
* 533 snapshots replicated against several OLTP feeds. Migration utility database upgrades for NT, HP/UX. 

Oracle DB Support Analyst 2/1996 - 5/1996 Oracle Corporation, Orlando, FL

* High-end troubleshooting including the handling of production down Oracle situations with Novell NetWare.
* Trained under phone support environment. Received Oracle Corporation database under NetWare training.
* Setup Oracle with NetWare mock configurations for resolving various issues encountered under customers.
* Oracle installation, exporting, importing and database replication. Experienced handling Oracle bug issues. 

Oracle DB & Systems Admin 3/1989 to 11/1994 Orange County Elections, Orlando, FL

* System and Oracle administrator of two Data General high availability DG AViiON nodes at different sites.
* Nodes under DG/UX, three Sun SPARC nodes on Solaris, Data General MV/9500 minicomputer AOS/VS.
* Opsys & Oracle installs. Responsible for computer room operations and support staff team management.
* Responsible for disaster recovery and long-term hardware/software planning. Performed UNIX migrations.
* Management of SQL*Forms, SQL*Menu, SQL*ReportWriter. Performed Pro*C, PL/SQ, Unix script coding.
* SHL Vision GIS software installed on Oracle. FrameMaker design, creation of camera-ready voting ballots.
* Programmed a SOURCE to PRODUCTION control system using code checkout and return methodology. 

• Boone High School:  Graduation Diploma Orlando, FL

• Valencia Community College:  Computer Science Orlando, FL
  o Computer Science Associate courses, intern managing college computer labs.

• Oracle Education Corporation:  Oracle Certified DBA Orlando, FL
  o Certified Oracle 7 & 8 Professional (OCP), Database Administrator credentials. 

•  iAspire Management Training Program, TELUS International 7/2016, 

•  Google Wallet Support Training Certificate, TELUS International 7/2014, 

•  Microsoft Office courses and training, Las Vegas Urban League 6/2014, 

•  CompTIA Security + Certification training, The Learning Center 5/2014, 

•  A+ Certification Bootcamp training, The Learning Center 5/2014, 

•  CompTIA A+ Certification training, The Learning Center 6/2014, 

•  President - Central Florida Computer Society (2002-2003) non-profit, 

•  Java Programming, Oracle 12/1999, 

•  Oracle8 New Features for Administrators, Oracle 11/1998, 

•  Oracle7 Symmetric Replication, Oracle 6/1997, 

•  Oracle7 Performance Tuning, Oracle 4/1997, 

•  Developer/2000 Forms 1, Reports, and Foundation courses, Oracle 8/1996, 

•  Develop Complex Data Models and Design Databases, Oracle 7/1996, 

•  Oracle Internal and Support training, Oracle 2/1996, 

•  Oracle channel / education sessions, Int. Oracle User's Week 9/1995, 

•  Administer Oracle7 with the Distributed Option, Oracle 3/1995, 

•  Administer the Oracle7 Database I, Oracle7 Database II, Oracle 2/1995, 

•  UNIX and System Administration, Data General Corporation 12/1993, 

•  Tune Oracle Applications, Oracle 5/1993, 

•  Version 6 Architecture and Administration, Oracle 3/1993, 

•  Introduction for Developers, Oracle 2/1993, 

•  SunOS and FrameMaker Publishing software training, CADD Development, 4/1991, 

•  UNIX, C, Visual Basic, Database Concepts, COBOL, Valencia Community College, 

•  Computer Programming Team and competitions, Boone High School. 

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