DENNIS KONG
Minneapolis,MN
Summary
An Information Technology leader with 25 years of experience in communicating effectively with both business and technology organizations Customer focused with an ability to understand technology and help customers maximize success Experience with proactive situation and escalation management to minimize impact on the customer's environment using technical, project management, organizational, and customer service skills Lead cross functional teams on continuous service improvement and quality of service Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
28
28
years of professional experience
Work History
Principal Availability Manager
Blackbaud
03.2022 - 11.2022
- Lead teams to drive to a higher bar of performance and quality across systems and environments
- Lead key stakeholders in defining critical success factors, establishing comprehensive performance measures and identifying improvement objectives
- Worked with various teams on finding opportunities to improve all aspects of the ITIL process, including Change Management, Problem Management, Incident Management
- Responsible for defining, analyzing, planning, measuring and improving all aspects of the availability of IT services
- Responsible for ensuring that all IT infrastructure, processes, tools, roles etc are appropriate for the agreed service level targets for availability
- Worked across departments to engage key stakeholders in addressing and preventing quality issues and proactively enhance IT service availability
- Used Tableau reporting to determine and summarize quality performance trends and opportunities for service improvement
- Met regularly with Senior leadership teams of IT and Executive level leadership team for quality program updates and discussions.
Service Delivery Director
Oracle Corporation
01.2015 - 07.2020
- Drove customer success through leading an international technical operations team from Oracle Managed Cloud Services along with other Oracle internal teams for a variety of Oracle technologies including E-business Suite, Hyperion, Peoplesoft, Fusion Applications
- Developed long term partnership with customer executives and directors to ensure they remain successful by realizing the full value of their investment with Oracle to ensure renewal of contracts and services
- Acted as a customer advocate and Oracle liaison by managing customer expectation of Oracle Products and Services and educating the customer on the available support services
- Protected Oracle revenues of over $5M including renewals annually
- Performed situation management and oversee escalations that arise from service requests reviews with respect to customer product upgrades and patches that might impact the customer's environment
- Lead process standardizations and improvement across internal and customer teams
- Provided periodic status reporting and reports progress on escalated situation
- Worked both internally and with customers to strive for a high degree of customer satisfaction resulting in a positive reference for the services that the Customer is consuming from Oracle Managed Cloud Services
- Represented my customers as a single point of contact within Oracle Managed Cloud Services and partner with Customer Leadership along with Oracle Leadership to bind them together in a working team
- Drove internal Oracle Managed Cloud Services processes to ensure the highest quality of service, and work with teams to improve as needed
- Performed with a high level of autonomy, reporting to management regularly on customer status and striving to keep escalations at a minimum while keeping leadership appraised of any possible flare points
- Managed global operations teams to ensure the best possible service for customers
- Develop, manage, and present period service improvement plans internally and with customers
Senior Oracle E-Business Suite DBA
Starkey Hearing
01.2012 - 01.2014
- Migrated Oracle E-Business Suite 11.5.10.2 instances to OATM architecture including a task list/plan for the migration steps
- Migrated Oracle E-Business Suite 11i EBS instances from HPUX to RHEL 5.9 including the upgrade of the RDBMS from 10g to 11g, including a technical task list/ project plan
- Involved in researching and applying Extended Support 11.5.10.2 module patches to get EBS instance up to Extended Support levels
- Built and supported multiple EBS instances for SIT tests and Stress testing for Oracle 11i projects as well as Production, Test and Development purposes
- Managed numerous Core DBs for in house applications and systems and provided ongoing support
Oracle E-Business Suite DBA
Mortenson Construction
01.2008 - 01.2012
- Worked as the main liaison with Oracle OnDemand services to administer and maintain Production and non-Production environments
- Implemented Unitask Object Migration Manager in Oracle Apps 11i
- Implemented CVS code control and integration with Unitask OMM to migrate and version custom code for release cycles from development to production
- Researched and worked with multiple vendors for proposals and ROIs for bringing Oracle Apps 11i environments in-house, including hardware, software, infrastructure needed
- Worked with off-shore off-hours partner to schedule off-hours patching, maintenance
- Instance management and coordination of 8 11i instances, including refresh schedules and project needs
- Researched, tested and implemented Enterprise password management tool with AD authentication to replace existing obsolete standalone tool
- Implemented DMZ servers for Oracle Applications for iRecruitment external website
- Implemented Resume Mirror service for online and email parsing of resumes in iRecruitment
- Work on automating refresh validation to minimize problems with refresh and for quicker turnaround of instances for our customers
- Created custom check for Prod and Non-Prod iRecruitment external website downtime
- Implemented iRecruitment module
- Designed, installed, configured 20 Redhat Enterprise Linux servers for Oracle RAC database environment, including Production, non-production, and Disaster Recovery environments
- Worked with various server and networking teams to implement new Linux environment
- Installed and implemented Oracle 11gR2 RAC with ASM with 2 node clusters in Production and non-Production environments
- Architected and implemented project to bring Oracle Apps 11i EBS in-house from Oracle OnDemand hosting from ground up, which included all Production and Non-Production environments into two Data Centers
- Worked with Oracle OnDemand through decommission process with hosting services
- Successfully migrate entire enterprise E-Business Suite environments from Oracle OnDemand to in-house data centers
- Upgraded E-Business Suite environments from 11.5.10 to 12.1.3
Oracle E-Business Suite DBA
Valspar
01.2004 - 01.2008
- Assisted in upgrading multiple test and production instances from 11.5.8 to 11.5.9 to troubleshoot and fine tune upgrade process, as well as troubleshooting and resolving Production issues resulting from upgrade
- Refreshed/cloned test and development instances from the Production instance
- Involved in management of patching process and helped in facilitating monthly release cycles for patches and custom code
- Involved with day to day maintenance of Production, Development and Test instances and general instance management
- Various Oracle E-Business Suite project management duties
- Instance management and coordination of 24 11i instances, including refresh schedule coordination or project instance needs
- Involved in the planning and implementation of 11.5.10/Oracle9i upgrade project
- Upgraded Oracle RDBMS from 8.1.7.4 to 9.2.0.5 and then to 9.2.0.7
- Upgraded Oracle Applications to 11.5.10 CU1 Financials, Process Management
- Part of implementation team to install and configure Advanced Planning (APS) and Oracle Demand Planning (ODP) for 11.5.10 OPM
- Upgraded E-commerce databases from 8.1.7 to 10.2.0.3 on HP Itanium servers
- Involved in the planning and implementation of Oracle Apps 11.5.10 CU2 upgrade project
- Implemented Oracle iStore eCommerce site on DMZ server via a Cisco Content Switch
Oracle E-Business Suite DBA Consultant
Wirsbo Uponor
01.2003 - 01.2003
- Oracle E-Business Suite 11.5.8 Financials, RDBMS 8.1.7.4, running on RedHat Linux Advanced Server 2.1
- Review and make recommendations on hardware order for new Production instance on RedHat Linux AS 2.1
- Review and make recommendations on upgrade plan from Oracle Applications 11.0.3 on Windows NT to Oracle Applications 11.5.8 on RedHat Linux Advanced Server 2.1
- Cloned/Refreshed test and development instances from Production
- Come up with a cloning strategy for future database refreshes from Production
- Assisted in setting up new production hardware for Mock Go-Live, and then for use for ‘real' Production
- Created Mock Go-Live database instance (via cloning) and managed issues and problems that surfaced from Mock Go-Live exercise & testing
- Created scripts for starting and shutting down database instances (all tiers), hot backups and clean up of Oracle Applications logs, temp files and Archive logs
Oracle E-Business Suite DBA Consultant
ShopNBC
01.2002 - 01.2003
- Oracle E-Business Suite 11.5.5 Financials, with RDBMS 8.1.7.2, with customized multiple Apache servers and Java Virtual Machines (up to 6 per instance), running on IBM AIX version 4.3
- Administered over a dozen Oracle database environments
- Refreshed/cloned database environments from Production to various test and development instances
- Worked on hot backup of Production environments, various backup and recovery in test and development environments to and from tape using Tivoli Storage Manager
- Worked on scripts to automatically refresh a Reporting database from Production daily to minimize reporting load on Production
- Installed and configured Quest Tools like Quest Central, Spotlight, Storage Manager/Live Reorg
- Document processes, tasks steps, environment configurations
- Worked on and tested the IBM AIX FlashCopy process of the Production instance to a backup staging area, as well as to the Reporting instance
- Installed and configured Oracle 9iAS for Discoverer (web-based version) and Oracle BIS (Business Intelligence System) use
- Configured 9iAS/BIS/Discoverer reports server with X-windows hosts for proper viewing of reports from a web browser
- Worked on configuring environment for Postscript and PDF printing from Oracle Applications
- Worked on 8.1.7.4 upgrade testing
Oracle E-Business Suite DBA Consultant
Ameripride
01.2001 - 01.2002
- Cloned Test Oracle E-Business Suite 11.5.3 environment to a new QA environment
- Mentored employee DBAs in Oracle Applications 11.5.3 cloning procedures to a new environment
- Mentored employee DBAs planning and performing upgrades of RDBMS to 8.1.6.2, Jinitiator 1.1.8.11, and Developer 6i Patch 5a in a Test environment
- Mentored and taught employee DBAs good practice procedures for Oracle Applications maintenance
- Assisted employee DBAs with resolving Oracle Applications problems and issues
- Assisted employee DBAs in upgrading Production environment's RDBMS, Jinitiator and Developer 6i
- Installed and configured iProcurement SSP5
- Researched and applied numerous Product Mega patches/Family Packs for GL, AP, PO, iProcurement, OM, INV, HZ, AR, FA (to a level past 11.5.6)
- Installed and configured Self Service Framework & Workflow 2.6
- Recommended and implemented code migration process/strategy for moving custom code from Development to Production
- Planned disk capacity requirements for growth and upcoming projects
- Researched and planned upgrade of Apps to 11.5.6
- Upgraded RDBMS from 8.1.6.2 to 8.1.7.3
Oracle E-Business Suite DBA Consultant
Best Buy
01.2000 - 01.2001
- Worked as part of a team of DBAs to install, configure, and implement Oracle Applications 11i and Oracle RDBMS 8.1.6.2 (64-bit), specifically Oracle Financials and HR
- Worked closely with HPUX System Administrators to design and recommend infrastructure configurations for Oracle Applications 11i
- Worked closely with the System Administrators to allocate and configure disk space on the HP512 and HP256 Disk Arrays for the various database environments
- Cloned and refreshed 11i database instances across development, QA and production environments
- Upgraded Oracle Applications to single Apache Listener architecture
- Upgraded from Oracle Applications 11i from 11.5.1 to 11.5.3
- Worked on capacity planning for development, QA, and production environments
- Worked on disaster recovery and scheduled backups of database environments
- Installed Quantum Vertex Tax and Geocode software
Oracle E-Business Suite DBA Consultant
Delta Dental Of Minnesota
01.2000 - 01.2000
- At Delta Dental Plan of Minnesota as an, to migrate Oracle RDBMS 7.3.4, Developer/2000 1.6.1, and Oracle Applications 10.7NCA from HPUX 10.20 to new HPUX 11.0 servers
- Migrated current Oracle Applications 10.7NCA Production database from the old HPUX 10.20 server to a new HPUX 11.0 server
- Installed and configured Oracle RDBMS 8.1.6 (Oracle 8i) on HPUX 11.0
- Applied Mega-patches an one-off patches to bring the new HPUX 11.0 environment up to the same patch level as Production environment on HPUX 10.20
- Created test Oracle 8.1.6 databases on HPUX 11.0
- Installed and configured Oracle Enterprise Backup Utility 2.2.0.9 (with catalog database) to work with Veritas Netbackup 3.2
- Installed and configured Oracle 8i Recovery Manager (with recovery catalog database) to work with Veritas Netbackup 3.2
Oracle E-Business Suite DBA Consultant
NexTel Partners
01.1999 - 01.2000
- Worked at Nextel Partners as an, on a team of seven for the Oracle Financials Implementation Project
- Designed, installed and implemented Oracle E-Business Suite Financials products including Accounts Payable, General Ledger, Purchasing, Inventory, Fixed Assets, Alerts, Projects
- Implemented Evergreen Checks solution for Payables check printing
- Responsible for the uptime, backup/disaster recovery and maintenance of five databases on two HPUX servers
- Participated in the configuration and system administration of the HPUX 11.0 on HP K-class servers
- Assisted in the Installation and configuration of Oracle Express Server and Oracle Financial Analyzer to implement a client front-end for budgeting
- Setup and configured standard reports and FSG printing from Oracle Applications to various LAN/WAN printers
- Installed and configured Oracle Web Server 3.0.1 and Oracle Applications 10.7 NCA on Windows NT to implement a 3-tier Client-Server architecture
- Installed, configured and implemented Oracle Self-Service Web Applications 2.0.1(specifically Oracle Self-Service Purchasing) for users to have access to Requisitions and Purchasing functions over the net.
Oracle E-Business Suite DBA Consultant
Delta Dental Of Minnesota
01.1998 - 01.1999
- Worked at Delta Dental Plan of Minnesota as an, on a team of eight for the Oracle Financials Upgrade Project as part of a larger Year 2000 conversion project
- Financials products installed included Accounts Payable, General Ledger, Accounts Receivable
- Participated in the decision on implementing Smart Client versus NCA as the client front-end to Oracle Financials
- Planned and implemented upgrade the RDBMS from 7.1.6 to 7.3.3.6 and Oracle Applications from 9.4.2 to 10.7 NCA
- Implemented Evergreen Checks solution for Payables and Commissions check printing
- Ran test upgrade processes and fully documented tasks and processes
- Participated in the planning and the fine-tuning of the upgrade process for the cut-over weekend of the production system
- Assisted in the planning for future date testing of the Oracle Financials system
Oracle E-Business Suite DBA
Eaton Corporation
01.1997 - 01.1998
- Responsible for a team of DBAs that support an Enterprise wide Oracle system for five plants of the Hydraulics Division
- Recommend and set direction and goals for the Oracle/Unix DBA team
- Interview and hire new consultants and employees
- Project leader for the Oracle 7.3 and Oracle Applications 10.7 upgrade project
- Lead the DBA team, consisting of employees and consultants in the implementation of the Manufacturing implementation of Oracle for the division
- Create and maintain project plans and project chronicles for upgrade projects
- Create standards, procedures and strategies for management of the Enterprise-wide Oracle System
- Design, recommend and implement backup and recovery procedures for Oracle databases and UNIX servers
- Manage database instance strategies and instance change requests
- Assist in determination of hardware upgrades and purchases
- Assist in creating standards, procedures and strategies for management of the Unix servers
- Implemented patch management process for applying and keeping track of Oracle Application patches for database server on HPUX and client-side patches on end-user PCs and Citrix servers
IT Department Project Leader/Liaison
Eaton Corporation
01.1996 - 01.1997
- For the MRO/Purchasing Implementation Project for Oracle to implement Oracle Financials
- Responsible for the implementation of Oracle Smart Client on PCs
- Responsible for managing and coordinating the setup and configuration of the EATON Oracle training lab
- IT Liaison to Oracle Functional Business Process Champions to resolve various IT/technical problems and issues related to the Oracle Implementation Project
- Worked with Business Process Champions to create and maintain project plans for various segments of the Oracle Project
- Lead project to re-install Oracle 7.1.6, Applications 10.6.1 after initial install failure
Help Desk Account Team Lead
Dataserv
01.1995 - 01.1996
- Managing a nation-wide insurance company account for the Help Desk and providing second level support for the Level I analysts
- Responsible for creating technical documents, designing and implementing call flows and process flows
- Dealing with the day to day customer issues, concerns, and problems with the Help Desk process with regard to supporting our clients
Education
Bachelor of Science - Computer Science
North Dakota State University
Fargo, ND1995
Skills
- Continuous Improvement
- Client Relations
- Infrastructure
- Disaster Recovery
- Databases
- ERP Systems
- Change Management
- Problem Management
- Incident Management
- Escalation Management
- Customer Success
- Technical Support
- IaaS/PaaS/Cloud
- Team Leadership
- Strategic Planning
- Customer Relationship Management (CRM)
- Decision-Making
- Customer Service
- Problem-solving abilities
- Teamwork and Collaboration
- Negotiation and Conflict Resolution
- Customer Relationship Management
- Problem Resolution
- Process Improvement
- Interpersonal Relations
- Project Management
- Verbal and written communication
- Cross-Functional Teamwork
Timeline
Principal Availability Manager
Blackbaud
03.2022 - 11.2022
Service Delivery Director
Oracle Corporation
01.2015 - 07.2020
Senior Oracle E-Business Suite DBA
Starkey Hearing
01.2012 - 01.2014
Oracle E-Business Suite DBA
Mortenson Construction
01.2008 - 01.2012
Oracle E-Business Suite DBA
Valspar
01.2004 - 01.2008
Oracle E-Business Suite DBA Consultant
Wirsbo Uponor
01.2003 - 01.2003
Oracle E-Business Suite DBA Consultant
ShopNBC
01.2002 - 01.2003
Oracle E-Business Suite DBA Consultant
Ameripride
01.2001 - 01.2002
Oracle E-Business Suite DBA Consultant
Best Buy
01.2000 - 01.2001
Oracle E-Business Suite DBA Consultant
Delta Dental Of Minnesota
01.2000 - 01.2000
Oracle E-Business Suite DBA Consultant
NexTel Partners
01.1999 - 01.2000
Oracle E-Business Suite DBA Consultant
Delta Dental Of Minnesota
01.1998 - 01.1999
Oracle E-Business Suite DBA
Eaton Corporation
01.1997 - 01.1998
IT Department Project Leader/Liaison
Eaton Corporation
01.1996 - 01.1997
Help Desk Account Team Lead
Dataserv
01.1995 - 01.1996
Bachelor of Science - Computer Science
North Dakota State University
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