Traci Mcdaniel Email & Phone Number

Indiana, United States

Application Services Support SpecialistNovember 2022 - Present• Apply broad technical background to operate several critical technology areas. • Delivering reactive and proactive support activities according to Service Level Agreement to ensure customer satisfaction and loyalty.• Gathering and assessing customer needs.• Business, technical, or functional knowledge at a high level plus administrative or operations knowledge.• Operating, managing, and administering production applications while following documented policies and SOP.• Collaborating with development teams to replicate and demonstrate issues.• Maintaining excellent communications with customer technicians and management.IVR AdministratorJuly 2020 - November 2022• Perform daily uploads, downloads, and importing of data and files across systems.• Troubleshoot, diagnose, and resolve system problems or issues.• Monitor the performance of the dialer systems.• Run daily reports.• Create outbound campaigns to meet business objectives.• Update dialing campaigns filter, list strategies, and reports.• Launch campaigns.• Collaborate with leaders to obtain input on initiatives.• Integrate feedback as appropriate.

Indianapolis, Indiana Area

* Manage assigned customers and make sure that all services meet customer expectations.* Responsible for customer deliverables including reports, projects and daily tasks. * Utilize third-party web base applications to provide updates for the customers.* Ensure service call completion is within the customer contract guidelines and also invoices are submitted within timely manner. * Monitor service providers and follow-up any late service orders.* Communicate with customer on a regular basis on any open service orders.

Indianapolis, Indiana Area

Maintenance/Tuning:* Served as a DBA Lead for a large federal contractor in support of 20 mission critical instances, including Transactional, Web-Facing and a Data Warehouse implementations.* Configured databases to comply with NIST directives and DISA STIG regulations. Also, prepared for and participated in several federal audits, including 912, FISMA, SOX and CFO, each year.* Administered multiple development, test and production environments and work closely with the developers to control code and schema migration.* Provided training and emphasis to the developers about the most important aspect of database performance, delivering quality SQL.* Configured the SGA/PGA and design and implement the appropriate physical and logical elements to maximize all areas of performance, including I/O.* Utilized Oracle Enterprise Manager and TOAD for database monitoring & management.* Worked with Oracle support when necessary to resolve issues.* Successfully created primary/standby databases for data replication using Oracle Data Guard.Install/Upgrades:* Installed and configured Oracle server software and tools* Applied Quarterly Oracle patches.* Upgraded multiple databases from 10g to 11g.Backup/Recovery* Developed and tested storage strategies and disaster-recovery plan, providing guaranteed recovery, optimal performance and high availability.* Successfully conducted disaster recovery tests on multiple occasions to completely recover and verify production instances.* Refreshed non-production databases from RMAN backups as well as data pump exports of production databases.

* Supervised a team that collected, organized and analyzed data from a variety of sources for the purpose of maintaining sales contracts in our proprietary software* Collaborated with programmers to suggest system modifications for contract processing software for the purpose of delivering system enhancements * Assisted in documenting job functions and technical procedures for the department

* Acted as a liaison between corporate office, internal/external customers, vendors and field* Assisted with job production and training of new associates * Managed corporate bidding by creating, defining and prioritizing the list of branch projects