I am Michael Oaks, a Database Performance Specialist and Product Support Analyst with extensive experience in IT and customer service.My career began as a field technician at Softrol Systems, where I installed chemical injection systems and Programmable Logic Controllers, exposing me to electrical engineering, Ladder Logic programming, customer relations, and extensive travel across the U.S. I managed all travel arrangements and expenses while staying under budget.I then moved into IT as an L1 Helpdesk Analyst for Compris Technologies, a daughter company of NCR that produced Point Of Sale (POS) software for NCR POS Systems. I quickly advanced to the L2 team and, as a Shift Lead, supported both the software and hardware of the POS Terminals. I relocated with Compris Technologies from Kennesaw, GA to Columbia, SC, now directly working for NCR.From there, I transferred to the Teradata TACC / GTS, where I became the Hardware AoE Team Lead, mentoring junior associates, managing incident queues, and creating and documenting processes. In addition to my normal duties, I also performed CSR duties to local Teradata customers, handling hardware and software incidents, change controls, customer interaction, and inventory management.I then joined the GSO Database Team as a Database Performance Area Specialist, a challenging role where I collected data and conducted investigative analysis, often being assigned difficult, complex and system down/critical incidents. I mentored junior analysts and provided training for business adjacent teams, while fulfilling on-call rotation duties. I received the CS Excellence Award in 2014, 2016, and 2017.Finally, I joined the Engineering Performance COE Team, where I provided mission-critical support and availability for high visibility systems and urgent performance issues. I conducted comprehensive performance and workload analysis of customer systems and workloads, utilized SQL to extract and analyze customer data, as well as OS data and log collection. I provided clarity and understanding of system issues to customers and internal management through performance charts using Excel and PowerPoint. I mentored and trained others and created effective communication channels between L3 support personnel and lower levels of support.As an experienced professional with skills in database performance, data analysis, customer support, and communication, I am excited about finding my new role in the field of Database and System analysis. I am certain with my experience and knowledge I can add value to your team.