•Successfully updated older databases from Oracle 12c to Oracle 19c.•Maintained, troubleshooted, and resolved issues with Oracle 19cdatabases.•Supported, maintained, and provided administration to databases in orderto support the campus ERP and related technologies.•Utilized SQL and PL/SQL skills to migrate database objects, adjust data indatabases, and administer databases as needed.•Granted, revoked, and modified user access in ERP and databases, asrequired, following university security policies.•Created, edited, and troubleshooted shell scripts.•Created, edited, and troubleshooted scheduled Crontab jobs.•Utilized knowledge of Linux OS (Red Hat Enterprise Linux 7/8) toadminister, troubleshoot, and make requested changes to campus ERPand databases.

•Organized system infrastructure documentation and operatingprocedures, strengthening controls, and enhancing overall performance.•Oversaw the installation of software programs and hardware systems tomeet departmental requirements.•Investigated and addressed system issues to enhance usability andimprove functionality.•Resolved malfunctions with systems and programs throughtroubleshooting.•Planned and conceived computer systems using information engineering,data modeling, and structures analysis.Patrick McCoy•Documented procedures and business processes and shared informationwith appropriate stakeholders.•Worked with functional users to define requirements, includingmaintenance schedules, account creations and deletions, permissions,data access plans, testing, reporting strategies, and obtained proper signoffs.•Assisted with and maintained integration with other systems such as theBanner ERP software.•Performed unsupervised application administration and maintenancefunctions in support of production, test, and development environments forvarious applications, including installing and upgrading software,installations of service packs, patches, hot fixes, etc. as required.•Fielded incoming problem tickets from end users to resolve application andsoftware issues for mission-critical systems.•Entered and managed service requests with third-party software vendors;evaluated proposed solutions and took necessary maintenance andtroubleshooting actions to resolve basic technical issues.•Recorded, tracked, and documented the problem-solving process,including project accomplishments to date, performance against projectplan, planned activities and risks/concerns from planning stages throughfinal resolution.•Always supported and enforced security procedures and best practices.Helped to identify and investigate security risks.•Actively participated in university change management policies andprocedures.

•Led a team of customer support representatives in resolving customerissues.•Successfully managed customer inquiries via telephone and email,reported and escalated issues through the appropriate channels, andeffectively communicated (verbal & written) information with teammembers and customers.•Proven ability to diagnose and troubleshoot technical issues.•Provided a path to customers to resolve various technical issues, ensuringthat they were satisfied with the outcome.•Managed and delivered projects related to product support.•Identified and prioritized tasks, delegated work to team members, andtracked progress to ensure that projects were completed on time andwithin budget.•Committed to data integrity and compliance. Performed data cleansing,data audit, and validation to ensure the accuracy of multiple data sources.•Collaborative and results-oriented. Worked with outside vendors to ensureproper use of software and to achieve common goals.

•Proven ability to identify and document how applications and systemsinteract to support business processes. Interfaced with customers anddevelopers to diagnose problems and implement configurationrequirements and solutions, ensuring that business continuity wasmaintained following failovers.Patrick McCoy•Demonstrated advanced knowledge of software delivery lifecycle andvaried delivery methodology. Participated in on-site requirementsgathering sessions and translated client requirements to determine projectscope, ensuring that projects were completed on time and within budget.•Mapped processes to holistically examine business flow and identifyimprovement opportunities, resulting in increased efficiency andproductivity.•Provided in-depth product support to FIS clients by resolving incominginquiries via telephone or in written internet-based email or chat sessions,ensuring that customers were satisfied with the outcome.•Troubleshooted problems with malfunctioning software applications andrecommended corrective action, ensuring that systems were restored tofull functionality.•Documented customer information and recurring technical issues tosupport product quality programs and product development, ensuring thatknowledge was shared and best practices were implemented.

•Successfully resolved customer issues related to software, hardware, andinternet connectivity.•Utilized extensive knowledge of Microsoft Windows, Mac OS X, MicrosoftOutlook, Mac Mail, Internet Explorer, Mozilla Firefox, and other relatedinternet related products. Used this knowledge to quickly and efficientlydiagnose and resolve customer issues.•Leveraged knowledge of company services, familiarity with industrycompetitors, and persuasive communication style to prevent customersfrom ending or downgrading services.•Built rapport with customers and maintained loyalty by providing fast,knowledgeable service.•Displayed and used deep and thorough knowledge of the company'sproducts and solutions.•Evaluated customers' potential needs to make appropriaterecommendations.

Greeted customers and listened closely to problems described todetermine solutions, resolving issues using company processes andpolicies.•Effectively communicated with customers to understand their needs andconcerns, and to provide them with the most effective service.•Evaluated customer information to explore issues, develop potentialsolutions, and maintain high-quality service.•Promoted to team lead of customer service for displaying outstandingenthusiasm and remaining calm in extremely trying situations.•Trained, oversaw, and mentored new team members to strengthenperformance and job expertise.

Configured and distributed devices used by residents, ensuring that theyhad the appropriate access to resources.•Configured hardware, devices, and software to set up PCs for residents,ensuring that they were properly configured and functioning.•Trained and supported end-users with software, hardware and networkstandards and use processes, ensuring that they were able to use thetechnology effectively.•Managed customers' expectations of support and technology functionalityto provide positive user experience.Patrick McCoy•Assessed system hardware and software and suggested modifications toreduce lag time and improve overall speed.•Helped streamline repair processes and update procedures for supportaction consistency.•Conducted in-depth product and issue resolution research to addresscustomer concerns

•Displayed proven ability to tutor students in a variety of subjects, includingcalculus, discrete math, advanced algebra, C++, Java, XML, HTML, andSQL.•Maintained detailed files and created charts tracking students' learningprogress, ensuring that they were making adequate progress.•Effectively communicated with students to understand their individuallearning styles and needs, and to provide them with the most effectiveinstruction.•Possessed a deep understanding of the subjects I tutored, which allowedme to provide students with clear and concise explanations.•Trained PSU staff and teachers in the use of PSU's Course ManagementSystem (CMS), ensuring that they were able to use the system effectively.