Marco D. Email & Phone Number

United States

Alexandria, Virginia, United States

Planned, implemented, and tracked initiatives that drove continuous service and process improvementOversaw projects and coordinated personnel and actions required to meet customer commitments and deadlinesResponsible for the overall governance of incident, request, change, and problem management processesResponsible for designing and implementing improved process and operational policies that addressed customers' needs and desires.Leveraged program management tools and processes to assign work, managed delivery, measured results, and produced reports in accordance with established service level agreements.Identified ways to independently solve problems, present solutions, and make decisionsCoached Customer Support Teams of up to 20 people across a variety of CRM software productsSuccessfully built a large team of confident, empowered direct reports, competent to troubleshoot any situation individually or collectively.Key AccomplishmentsInstrumentally increase annual revenue from 2016 to 2021.Increased Customer Satisfaction from 40% to 95% by implementing process improvement across the organization for continual service improvements

Washington D.C. Metro Area

Implemented strategies that ensured critical business applications (i.e., Oracle, HubSpot, CRM, etc.) were readily available and functional.Contributed new ideas that drove customer acquisition and retention strategies, fostered positive relationships with customers, and facilitated overall organization growth. Created and managed PDBs in a 12c Multitenant Container Database.Managed database security by creating and assigning appropriate roles and privileges to users depending on the user activity, auditing, and performing security-related tasks, including Transparent Data EncryptionEnsured the right things were being done by the right people, at the right time, and in the right way. Continuously managed performance through trending analysis and worked with development teams on identified tuning opportunities.Participated in an Oracle CRM implementation project to connect all business data across advertising, marketing, sales, commerce, and service in a single platform.Provided ongoing progress reports to leadership, system owners, and peers regarding the health of the environment and the status of testing.Interfaced system users during integration, testing, preparation, and execution of new CRM softwareKey AccomplishmentsIncreased overall IT Customer Satisfaction from 50% to 80%Implemented an emergency support structure that increased the support coverage during emergencies from 2% to 100%.

Virginia, United States

Responsible for the creation/cloning of database instances for development and testingManaged time and multiple competing priorities effortlessly while maintaining service excellenceEffectively collaborated with other IT and non-IT members to solve daily issues; evaluated challenges with existing solutions, and provided enhanced/ new alternatives and processes.Provided support to Department Leaders (in IT as well as other areas of the organization) through innovative ideas and solutionsDesigned, developed, and maintained optimized databases for testing, production, and training.I have implemented and integrated performance tuning and security features to optimize functionality.Utilized in-depth understanding of security and backup procedures to ensure database integrityMonitored & Reorganized Tablespaces/Tables/Indexes.Key AccomplishmentsEnsured that all Helpdesk Service Level Agreements were met, quick and effective Customer Support was delivered, and all hardware and software issues were resolved quickly.Utilized experience with various tools, such as SQL Developer, PL/SQL, RMAN, and Oracle Enterprise Manager, to facilitate process improvement.

Bachelor'S Degree, Computer Systems Networking And Telecommunications

Google Ux Design Professional Certificate, Industrial And Product Design

Business Analytics, Business Administration, Management And Operations

Oracle Certified Professional Dba, Data Modeling/Warehousing And Database Administration

Database Specialist, Database Specialist

Associate'S Degree, Database Specialist