summary highlights jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom qhighly motivated sales associate extensive customer service sales experience outgoing sales professional track record driving increased sales improving buying experience elevating company profile target market technical skills enterprise performance management suite business objects enterprise suite relational databases microsoft sql server oracle ibm db2 data warehouse rdbms olap clientserver essbase database clientserver configuration oracle sql server db2 odbc database connectivity windows platforms windows xp vista 2003 server web application servers tomcat websphere weblogic iis ldap technology microsoft active directory openldap internet related technologies concepts ie asp jsp tcpip networking accomplishments senior architecture engineer mission critical deployments high value customer escalations fullclient clientserver multitier architecture web based applications products covering variety operating systems platforms databases webapplication servers extensive experience setting external databases interact business objects enterprise software resolved 5000 customer issues primarily relational databases oracle sql server db2 hands work installing configuring establishing bridge application web servers using iis tomcat weblogic websphere executed 12 implementations per month top performer consistently exceeding 125150 team average productivity managed team metrics key daily weekly quarterly performance indicators thus improving resolution time 30 wrote 100 knowledge base articles white papers product development dotted line contributor product group vancouver paris managed review validation new issues bugs enhancement requests 30 new enhancement features critical patches incorporated product result work responsible final inhouse testing prerelease bo products xi r2 senior member team brought online business objects first outsourcing call center india managed 10 product support engineers covering business objects north american customers 3 years overseas teams covered 1000 cases month responsible resolving technical escalations led business objects product support team weekly calls final point customer escalation path transfer product engineering team hot fixes product enhancements related issues meeting customer requirements risk management valley oak systems inc san ramon ca april 2007 dec 2007 senior technical support specialist top product support member number issues resolved 95 customer satisfaction customer technology manager new customers managed new customers understanding environment installation support first 2 months transitioned general customer support effectiveness managing new customers evidenced 10 higher customer service metrics 20 less case volume company subject matter expert valley oak system vos software 2 months trained mentored existing new hires conducted 5 workshops elevate skill level team developed improved customer support policies procedures documentation wrote several white papers indepth troubleshooting support oracle enterprise performance management system planning product line final point contact highly critical complex customer support escalations took initiative participate product testing supporting beta customers next generation system 93 planning software within months joining hyperion achieved 90 customer satisfaction rating successful troubleshooting resolution complex escalated issues strong customer focus ability manage customer expectations acknowledged peers managers experience senior technical support engineer oracle enterprise performance management 042008 current hyperion solutions city state designs develops highly complex integrated solutions meet business requirements enhance performance measures feasibility various approaches makes recommendations ensures adherence model created overall technical guidelines performs independent assessment current future performance stability systems managementlife cycle issues provides escalated highly complex technical support customers investigating resolving systemsrelated matters significance provides support telephonically andor electronically plans conducts oversees technical aspects projects coordinates efforts technical support staff performance assigned projects applies advanced methods theories research techniques investigation solution complex system requirements problems provides technical consultation current proposed systems organizations clients provides leadership work guidance less experienced personnel secior technical support analyst system 9 planning hyperion solutions oracle city state 082006 042007 santa clara ca aug 2006 april 2007 senior technical support analyst system 9 planning indepth troubleshooting support system 9 planning product line final point contact highly critical complex customer support escalations took initiative participate product testing supporting beta customers next generation system 93 planning software within months joining hyperion achieved 90 customer satisfaction rating successful troubleshooting resolution complex escalated issues strong customer focus ability manage customer expectations acknowledged peers managers sfotechnical product support engineer designarchitecture 072000 072006 business objects sap city state responsible resolving technical escalations led business objects product support team weekly calls final point customer escalation path transfer product engineering team hot fixes product enhancements related issues meeting customer requirements education oba sociology 1997 university western ontario london ba sociology university western ontario london canada 1997 ccoputer information systems 1999 devry university mississauga computer information systems devry university mississauga canada 1999 certifications oracle hyperion planning 11 certified implementation specialist skills engineer technical support business requirements clients feasibility life cycle oracle performance management solutions systems management architecture design product product engineering product support customer support hyperion product testing satisfaction testing active directory asp bi business intelligence cases clientserver clientserver coaching customer service data warehouse database databases db2 documentation essbase lis internet information services jsp ldap leadership skills metrics microsoft sql server ms sql server networking new hires odbc olap online analytical processing openldap product development project management r2 rdbms receptionist retail sales risk management san sap sql sql server storage area network subject matter expert tcp tcpip tomcat trading transmissions web based weblogic websphere white papers windows xp