Michael Oaks Email & Phone Number

Columbia, South Carolina, United States

• Oversaw mission-critical availability for high visibility systems and urgent performance issues with a priority to return to service
• Led customer-facing discussions on key problem details and the necessary steps to remediate database performance issues, maintaining a calm demeanor, and managing customer expectations during high-tension calls.
• Conducted a workload analysis and reviewed customer systems, utilizing resource usage data collected from the database via SQL, Linux OS, and in-house scripts.
• Executed the creation and presentation of performance charts utilizing Excel and PowerPoint to customers and internal management, providing increased clarity, communication, and understanding of their system's issues.
• Consulted teams to focus on appropriate knowledge and skilled resources to ensure efficiency in troubleshooting efforts.
• Recreated customer problems on In-House test systems with detailed written analysis and discussion of the issue for DR creation, engineering review, and code fix.

Columbia, South Carolina, United States

• Performed data collection, analysis, and solution delivery, as the Database Performance Area Specialist to Teradata customers, management, and support personnel.
• Served as the Technical Team Lead with mentorship, consultation, and training responsibilities for new and existing analysts.
• Analyzed and resolved “System Down” or critical incidents in an efficient and expedited manner with a priority to return to service and maintained communications with the site team and customer regarding updates and.
• Evaluated customer problems on In-House test systems, analyzing the issue for DR creation, Engineering review, and code fix.
• Conducted dump analysis and problem identification on DBS-related issues via GDB and code review.
• Utilized expertise across the platform to drive incident progression and engage the proper resources when required.

Columbia, South Carolina, United States

• Served as the Hardware AoE Lead and DBS/PDE AoE and team lead for the “Implement GTS Full Support Reactive Model Project” in the Top Talent Program.
• Led the creation and development of GTS processes for call handling and incident management to meet required metrics.
• Performed local CSR functions, in addition to the GTS TSS role, for Teradata customers, including handling customer hardware and software incidents, change controls, customer interaction, and inventory management.
• Optimized database settings and utilities for DBS problem investigation and resolution.
• Conducted PDE dump analysis and problem reproduction of issues, including 3610’s, Amp StepFailures, and Segmentation Violations.