Iris Olson

• Main role of Technical Support engineer is to troubleshoot highly complex technical problems (Oracle Database on Cloud Central Team
• Tools used: Sales Force, Slack, Jira. Linux code, Linux Logs, EPM, Oracle Cloud,
• Take service requests to completion/ transfer those that "follow the sun."
• Documented faults and bugs for referral to development staff for use in updates.
• Worked directly with enterprise customers and resolve issues by opening tickets if needed and providing documentation for customer.
• Updated and maintained current customer support database.
• Read and provide Knowledge based Articles and contribute significantly towards “My Oracle Support” 2-Database communities analyze workload, determines best practices, and implements changes to improve productivity, proactively contribute to increasing team efficiency by sharing knowledge, providing feedback about best practices,
• Communicated with stakeholders to share critical technical information and deliver project updates.

• Linux- Extensive use of Bash on Linux CentOS and zsh on FreeBSD to analyze and parse logs: grep with regular expressions, awk, sed, globbing, looping, command substitution, etc
• Extensive use of Bash on Linux CentOS and zsh on FreeBSD to analyze and parse logs: grep with regular expressions, awk, sed, globbing, looping, command substitution, etc
• Troubleshoot data replication problems between local and remote VPLEX product.
• Analysis of subnet, IP pool, and interface configuration
  Test optimal MTU between interfaces and for connectivity issues with ping, traceroute and telnet
• Use tcpdump to capture packets on multiple interfaces across multiple nodes simultaneously.
• Analyze the pcap files with Wireshark
• Collaborate with EMC NetWorker, Avamar,and internal support engineers on NDMP issues.
  

• Leadership role on the FIS escalation team and competed SLA on time.
• Identified needed business improvements and determined appropriate systems required to implement solutions.
• Produced charts and diagrams to assist with problem analysis.
• Diagnosed, troubleshot and resolved network and system problems.
• Also determined when it is necessary to engage or escalate to more senior resources to resolve more complex issues
• Received calls directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution
• Troubleshooting with customer for product services
• Tracked feedback at all levels and researched resolutions for common concerns.
• Researched and adopted new technologies to add value to existing offerings.

• Extracurricular Activities: (Soccer)
• Extracurricular Activities: (Long Distance Runner)

31d4222944bf3a5fce4ef75 ISM Version 3 - Pearson View Certufucation E20-260

• https://university.cockroachlabs.com/certificates/b1560fbaa31d4222944bf3a5fce4ef75
• Credential ID: b1560fbaa31d4222944bf3a5fce4ef75