Sankar Mandalika * 408-421-8236 * sm11759f4@westpost.

net Technical Support Professional with Database and Quality Assurance expertise, ex ceptional Customer Focus, effective communication, passionate for innovation and collaboration, eager to contribute technical expertise, team building and Team Lead skills. AREAS OF EXPERTISE Sun Solaris Customer Relations Skills Escalation Management Oracle Database Application Integration Business Analysis Oracle R12 Application Suite Strategic Planning Mentoring and Motivating PROFILE Over 15 years of progressive IT experience in supporting, maintaining, installi ng and testing applications Lead teams of Testers as well as Support Engineers Defined and implemented support procedures and was the Support Process Lead for several applications Mentored Team and Customers on Product Functionality Participated in project development schedules, resource allocation and infrastr ucture management. Proven track record of maximum results with minimum resources resulting in a hi gh level of customer satisfaction. Responsible for all customer interactions including evaluation of new requireme nts, enhancements of the product, fixing customer reported issues and assisting in customer implementations Outstanding technical analysis, support and maintenance of Sun Sales Applicatio ns Visited several customers and made presentations on the usage of test tools and scripts Can effectively deliver in a team or as an individual contributor Excellent Presentation, Technical Mentoring. Oral and Written skills PROFESSIONAL EXPERIENCE Supply Chain Management Support Engineer (CSC Contractor) Oracle Corporation, Redwood Shores, CA 05/2010 - 02/2011 Tested various Oracle systems to verify Oracle Shipping execution is completing normally Created Test Result Documents that provided a precise understanding of the prod uct quality to the client Supported users during month end, quarter end and year end operations resulting in a smooth and fault free transition to the next phase for the end users Prepared weekly status to the client that provided a clear and effective status to the client Prepared documentation on the team utilization and accomplishments Assigned individuals to provide continuous support to users Coordinated efforts to have developers across GEOs work effectively on developm

ent projects Service Manager 5/2009 - 05/2010 Sun Microsystems, Santa Clara, CA 0

Managed the onshore team and coordinating the support with the offshore team Always kept Business up-to-date on the latest development efforts Reviewed and assigned trouble tickets to the appropriate engineers for obtainin g fast and effective service Creating and maintaining documents with the skill set for the team Systems Analyst (CSC Contractor) 05/2008 - 05/2009 Sun Microsystems, Santa Clara, CA Ran SQL queries and created SQL scripts to check customer data Analyzed, Maintained and Updated User data in Oracle 11i Inventory always ensur ing the latest and most accurate data is available to the users Supported users during the transition of several Sun applications to Oracle 11i resulting in a bug free transition Defined, Presented and implemented several processes for the team and was a pro cess lead for the support team. Processes always resulted in improved customer satisfacti on. * Closed over a 1000 trouble tickets during this period providing fast and effic ient solutions * Managed the support roster and ensured support is available to users globally on a 24/7 basis * Trained support personnel on the usage of support tools and * the application basics thereby increasing the effectiveness of the overall sup port provided

Systems Engineer (CSC Contractor) 5 - 05/2008 Sun Microsystems, Santa Clara, CA

05/200

Agreements Registry, Global Customer Master, Entitlements Registry: Created and executed Test Plans meeting all the time lines Created test Specifications for various stages of product testing Defined a support model and implemented the same for the GCM application Documented Problem Resolution entries for the often repeating problems Created instruction sets to verify functionality of applications after a restar t Identified bugs, created bug reports and eventually verified the bug fixes Developed several Unix and database scripts to generate custom user reports Managed Server Outages, documenting and communicating the same to the user base Provided Oracle and Sybase database support to the users Trained Business and Engineering personnel on several support tools Provided guidance and leadership to remote teams working on the same projects .

Systems Engineer 12/1997 - 04/2005 Sun Microsystems, Santa Clara, CA Deal Management Process (DMP) Tool: Developed GUI screens using Savvion SBM BizSolo Provided Data Modeling and Oracle DBA support QA support for production and dot releases Company Registry: Developed the GUI related functionality of the Company Registry Application Created Servlets, JSPs, JavaBeans, and applied the DAO design pattern Led the release management efforts for various releases Created & installed Solaris packages for this application Created and updated the support documentation Conducted extensive tests using automated as well as manual tools. Testing involved troubleshooting configurations, isolating problems, preparing test plans and bug reports Led the release management process Provided support to end-users and support engineers Sun.com: Installed and integrated the sun.com application on several UNIX servers This included installing and configuring ATG Dynamo servers, Documentum 12 Docbase, Oracle database as well as the front-end clients. Market Tool Evaluation: Evaluated Sun applications and third party applications like Webshare, SalesVis ion & Abalon Analyzed performance and functionality of these products Provided benchmarks for these products and made recommendations Support: Supported sun.net and MySun Portal Applications Provided training on usage and support of the tool Oracle DBA (versions 9i, 8i, 7): Installed Oracle Servers, created instances, backed them up and restored them Performed other database administration activities like exporting and importing data, creating indexes, writing simple scripts to migrate data between databases with differing schemas UNIX: Setting up crontabs, creating and maintaining simple shell scripts. Day-to-day skills like vi, GNOME etc., Senior Technical Support Engineer 08/1996 - 12/1997 Clarify Inc, San Jose, CA * * * * Provided product support to the company's flagship product - Clarify Debugged call management problems reported by users Replicated the customer reported problems in the QA environments Documented bugs as well as enhancement requests

Customer Service Representative 02/1995 - 08/1996 Computer Associates, Alameda, CA Debugged issues related to the Ingres database installation and performance. Provided support to the Sales team Made presentations to peers on product enhancements Updated technical bulletins to facilitate easy search of solutions to existing issues EDUCATION MS Computer Science - State University of New York, New Paltz, NY ADDITIONAL TRAINING Defect Prevention Process, Customer Service Communications Oracle Database Administration, Oracle Performance & Tuning, Sybase Database Adm inistration Sybase Fast track, Introduction to Java, Introduction to Java Programming, Syste m Programmer Training and Ingres Database Education, Documentum 4i Fundamentals & SysAdmin TECHNICAL SKILLS Oracle 11i and Oracle 12 Applications Suite, Oracle 12 Inventory Management and Shipping Execution Shell Scripting, DOS Scripting, JSP, C, HTML, JavaScript, SQL*PLUS, PL/SQL, SQL /iSQL, XML WinRunner,Oracle, Sybase, Ingres, Enact, StarOffice, LiveLink, Sun Solaris, Micr osoft Windows XP, UNIX, DOS