NAGA KISHORE VEERLA
Scarborough,ON
Summary
Dynamic Senior Technical Support Advisor at Quest Software with expertise in Oracle database administration and exceptional problem-solving skills. Achieved significant reductions in response times through process optimization and team collaboration. Proven track record in mentoring junior staff and enhancing customer satisfaction through effective communication and technical support.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Technical Support Advisor
Quest Software
08.2018 - Current
- Assisted customers with technical inquiries, ensuring prompt and effective resolutions.
- Learned software troubleshooting techniques to enhance user experience and satisfaction.
- Documented support interactions to improve knowledge base and streamline future inquiries.
- Collaborated with team members to resolve complex issues and share best practices.
- Tested new software and hardware prior to deployment.
- Developed comprehensive knowledge base articles, reducing repeat customer inquiries and improving self-service options.
- Managed high-priority incidents, ensuring timely resolution and communication with stakeholders.
- Reduced response times for support tickets by streamlining internal processes and cross-team collaboration.
- Led support team meetings, fostering open communication and ensuring alignment on priorities and goals.
- Enhanced team productivity by providing mentoring and training to junior technical support advisors.
- Collaborated with product development teams to identify software bugs, ultimately improving overall product performance.
- Conducted follow-ups with customers to ensure resolution satisfaction and gather feedback.
- Adapted quickly to new technologies, maintaining up-to-date product knowledge for effective support.
- Optimized ticket triage process to reduce time spent on issue assignment, leading to faster response times for customers.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Providing Oracle Database support, Performance Tuning and Shareplex Administration Support to Shareplex Team.
- Reviewing and distributing pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors, etc.).
- Engaging design engineering team as needed.
- Providing Oracle Database support, Performance Tuning and Shareplex Administration Support to Shareplex Team.
- Shareplex is a data replication tool which is used to replicate data from native oracle to oracle database and can be used to replicate data to cross platforms like MS-SQL, MySQL, Postgres, Kafka, AWS, EC2 and RDS.
- Configuring oracle database in Amazon-EC2 instance & Replicating data to EC2.
- Configuring Amazon Postgres RDS instance.
- Installation, upgrading and administration of Shareplex software (all versions from SP 5.5 to SP 12.1).
Lead Oracle DBA
Tech Mahindra India Pvt. Ltd.
12.2017 - 08.2018
- Managed Oracle database performance tuning and optimization to ensure high availability.
- Led backup and recovery processes, implementing disaster recovery plans for data protection.
- Developed and maintained security protocols, ensuring compliance with industry standards.
- Automated routine database maintenance tasks, improving operational efficiency.
- Mentored junior DBAs on best practices for database management and troubleshooting techniques.
- Worked closely with developers to optimize SQL queries for better query performance across various applications utilizing Oracle databases.
- Liaised with system administrators to monitor, troubleshoot, triage and provide RCAs for incidents.
- Worked with customers and other third parties to support DBA functions.
- Created and updated database designs and data models.
- Provided technical support during application development processes to ensure seamless integration with existing databases.
- Optimized database performance by conducting regular system updates and implementing new features.
- Specifically hired to setup around 30 new databases and its Standby DBs, Dataguard brokers, databases configured includes (11g, 12c Non-CDB, 12c CDB, RAC, Non-RAC, Non-RAC with ASM, OEM 13c). Designed backup strategies for the same.
- Identifying and analyzing the slow SQLs in the database using AWR, ASH, Explain Plans, SQL Monitor reports etc. Enabling and analysis of “10053” & “10046” Traces.
- Expertise in using the SQL patches & SQL profiles to improve SQL performance. Expertise in rewriting the SQL profile’s internal code to obtain desired plan. Identifying and Tuning the Complex SQL queries consuming high DB Resources.
- Rewriting the SQL queries and improving the performance.
- Expertise in Tuning the DB instance (SGA, PGA resizing based on the DB wait events, after analyzing the AWR). Capacity Planning for new databases.
Senior Oracle DBA LEAD
Oracle India Private Limited
05.2015 - 12.2017
- Managed Oracle database administration, ensuring optimal performance and uptime.
- Implemented backup and recovery strategies to safeguard critical data integrity.
- Optimized SQL queries to enhance application performance and reduce response times.
- Monitored system health using Oracle Enterprise Manager and addressed issues proactively.
- Setup, Upgrade and Maintenance of Databases of versions 11g,12c,19c, RAC and Non-RAC, ASM, Non-ASM File systems.
- Configuring and Maintenance of Physical Standby Databases Manually and using DataGuard.
- Backup & Restoration and Recovery of Databases using RMAN and Datapump utilities.
- Advanced Performance Tuning Perform deep analysis of database performance and provide optimizations at the system level, including advanced tuning of SQL queries, indexes, and storage. Use Oracle’s diagnostic tools (e.g., AWR, ASH reports) to identify and resolve complex performance issues.
- Using Oracle Advanced Security Options like TDE (Transparent Data Encryption),VPD policies and Data Masking. Implement audit policies and access control at both the CDB and PDB levels.
- Optimize data storage and ensure that the database infrastructure can handle growing data volumes.
- Troubleshooting & Root Cause Analysis: Handling escalated database issues, including critical failures and data corruption problems. Perform root-cause analysis for critical incidents, provide solutions, and prevent recurrence.
- Multi-tenant Database Management: Create and manage CDBs and PDBs (Pluggable Databases) for database consolidation. Handle the PDB cloning, PDB unplug/plug operations, and PDB refreshes. Use RMAN to backup and recover CDBs and individual PDBs. Implement Data Guard in a multi-tenant setup for PDB-level replication and disaster recovery.
Database Team Lead
United Online, India Private Limited.
02.2014 - 05.2015
- Led database team to optimize performance and reliability of data systems.
- Collaborated with cross-functional teams to design and implement scalable database solutions.
- Mentored junior database administrators, enhancing their skills and knowledge in database management.
- Implemented data governance policies to ensure compliance and data integrity across platforms.
- Applying Quarterly Patches & Identifying, tuning of long running SQLs & Tuning and approving the new SQL reports of application teams after understanding their functionality.
- Configuring and maintenance of Standby DBs using Dataguard & manually if required.
- Provide database support of 100+ databases which includes Production, STG, Test& DEV environments Installation, upgrades, migrations, performance tuning, backup and recovery, schema management, SQL tuning, proactive monitoring and troubleshooting Oracle databases in a 7x24 environment.
- Engineering, implementation and support for high availability solutions using Oracle Data Guard, Real Application Clusters (RAC).
- Implementation, support for 10g and 11g migrations and upgrades from 10g databases, including RAC (Real Application Clusters) databases on Solaris and Linux. Installation of Oracle Enterprise Manager Grid Control and Agents.
- Provide 3rd level support for Oracle RAC, including applying patches, performance tuning, backup and recovery issues with RMAN, trace analysis, service creation, Cluster and system management. Patch analysis, applying one-off patches, patch sets on Oracle databases.
Oracle Database Administrator
Cognizant Technology Solutions, CTS
04.2011 - 01.2014
- Managed Oracle database installations, configurations, and upgrades to ensure optimal performance and security.
- Providing technical support to 600+ databases which include Oracle 10g,11g databases.
- Monitor the database using OEM [11g & 12c].
Administration of the Shareplex across Prod, Stage, development and Test databases. - Extensively refreshing data using data pumps and RMAN.
Database Creation, Cloning and Refresh. Schema refresh.
Designed schemas, roles, and security. Space Management and Re-Org of tablespaces. - Interface with Oracle Corporation for technical support
Maintain documentation and work instructions. - Create DB Link and Materialized view and doing periodic refresh
Monitoring space and index usage. Rebuilding indexes on that object and coalescing the unused segments. - Creation and maintaining stand-alone databases, standby/DR databases by using data guard techniques.
Designed schemas, roles, and security, managing Users by granting those privileges, roles and taking control over full user’s quota Management. - Responsible for backing up user’s data by timely using schema level Export utility and importing the same based on user requirements.
- Installation and Configuration of Oracle Related Products [Apex, SQL developer, Swingbench etc.].
Taking charge in Monitoring and detecting the locked objects and releasing the same for usage. Killing unwanted sessions. Monitoring Space and Index usage. Provided On-Call support.
Education
Bachelor of Science - Computer Science
Jawaharlal Nehru Technological University Hyderabad
Hyderabad , India05-2010
Skills
- Remote support
- Expert problem solving
- Training and mentoring
- Escalation handling
- ITIL framework
- Virtualization technologies
- Operating systems
- Incident resolution
- Customer service
- Problem resolution
- Software installation
- Incident management
- Scripting languages
- Time management
- Multitasking
- Excellent communication
- Team collaboration
- Verbal and written communication
- Remote technical support
- Interpersonal skills
- Highly professional
- Call management
- Database troubleshooting
- PL and SQL development
- Oracle database administration
- Database security management
- Database cloning
- Oracle exadata management
- Memory management
- Backup and recovery
- Data guard implementation
- Database migration
- Oracle ASM management
- Shell scripting
- Linux administration
- Oracle RAC configuration
- SQL programming
- Cloud services
- Data migration
- Data encryption
Languages
English
Full Professional
Hindi
Full Professional
Telugu
Native or Bilingual
Certification
● 1Z0-042 Oracle Database 10g: Administration I[OCA] [04/11/2011]
● 1Z0-007 Introduction to Oracle 9i: SQL [OCA] [04/11/2011]
VISA STATUS
Permanent Resident of Canada
Timeline
Senior Technical Support Advisor
Quest Software
08.2018 - Current
Lead Oracle DBA
Tech Mahindra India Pvt. Ltd.
12.2017 - 08.2018
Senior Oracle DBA LEAD
Oracle India Private Limited
05.2015 - 12.2017
Database Team Lead
United Online, India Private Limited.
02.2014 - 05.2015
Oracle Database Administrator
Cognizant Technology Solutions, CTS
04.2011 - 01.2014
Bachelor of Science - Computer Science
Jawaharlal Nehru Technological University Hyderabad