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Umair Ijaz Malik
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Summary
 

Customer Services Responsibilities:


-Handling Escalation Calls with customers.


-Implementing Work Balancing in team


-Knowledge Management – Knowledge Creation, Review and Analysis


-Training and Hands-on Workshop Preparation (Part of Global Team).


-Managing Critical customers of SAGE region.


-Enterprise Customers point of contact.


-Coordinator between customers and global support.


-Customer Advocacy


-Conduct Periodic Account Reviews


-SR Management


-Situation/Incident Management


-Escalation Management




Consulting Responsibilities:


-Installation, configuration and maintenance of Oracle Core Technology Products.


-Technical solution to problems and bugs related to Oracle products.


-Database Tuning. Performs Oracle Database performance analysis.


-Import/Export, Hot & Cold Backups and RMAN script.


-Oracle Enterprise Manager. (Oracle Expert, SQL Analyser, DBAstudio etc.


-Oracle Application Server (Installations, Configuration, OID and SSO etc.


-EXADATA (DB Machine) implementation and configuration.


-Real Application Clusters (RAC) implementation and configuration.


-Provide Database Administration Consultancy to ensure system stability.


-Reviews and designs of high performance, highly scalable database structures to support client’s requirements.


-Provide Performance and Tuning, Backup solutions to clients as per their resources and requirements. Migration solution within Oracle versions & operating systems.


-Implementations of Oracle Replication, Data Guard (Standby Database), RMAN, Partitioning,


-Security and other advance Oracle features as per client requirements.


-Acting as a liason between Oracle Support and the Customers.


-Following up on technical issues and assisting in technical problem resolution.


-Providing guidance on proper product use and functionality.


-Providing proactive advice to the customer to prevent problems.


-Monitoring TARs and Bugs, and following-up.

 
 
Experience
 
Principal Consultant
Oracle Corporation Singapore Pte Ltd
(2007 - Currently Holds This Position)
 

Technical Responsibilities:


Installation, configuration and maintenance of Oracle Core Technology Products.


Technical solution to problems and bugs related to Oracle products.


Database Tuning. Performs Oracle Database performance analysis.


Import/Export, Hot & Cold Backups and RMAN script.


Oracle Enterprise Manager. (Oracle Expert, SQL Analyser, DBAstudio etc.


Oracle Application Server (Installations, Configuration, OID and SSO etc.


Real Application Clusters (RAC) implementation and configuration.


Provide Database Administration Consultancy to ensure system stability.


Reviews and designs of high performance, highly scalable database structures to support client’s requirements.


Provide Performance and Tuning, Backup solutions to clients as per their resources and requirements. Migration solution within Oracle versions & operating systems.


Implementations of Oracle Replication, Data Guard (Standby Database), RMAN, Partitioning,


Security and other advance Oracle features as per client requirements.


Acting as a liason between Oracle Support and the Customers.


Following up on technical issues and assisting in technical problem resolution.


Providing guidance on proper product use and functionality.


Providing proactive advice to the customer to prevent problems.


Monitoring TARs and Bugs, and following-up.




Other Responsibilities:


Handling Escalation Calls with customers.


Implementing Work Balancing in team


Knowledge Management – Knowledge Creation, Review and Analysis


Training and Hands-on Workshop Preparation (Part of Global Team).


Managing Critical customers of SAGE region.


Enterprise Customers point of contact.


Coordinator between customers and global support.


Customer Advocacy


Conduct Periodic Account Reviews


SR Management


Situation/Incident Management


Escalation Management

Customer Service Manager
Oracle Corporation
(2007 - Currently Holds This Position)
 

Handling Escalation Calls with customers.


Implementing Work Balancing in team


Knowledge Management – Knowledge Creation, Review and Analysis


Training and Hands-on Workshop Preparation (Part of Global Team).


Managing Critical customers of SAGE region.


Enterprise Customers point of contact.


Coordinator between customers and global support.


Customer Advocacy


Conduct Periodic Account Reviews


SR Management


Situation/Incident Management


Escalation Management

Advance Customer Support-ACS
Oracle Corporation
(2007 - Currently Holds This Position)
 

Technical Responsibilities:


Installation, configuration and maintenance of Oracle Core Technology Products.


Technical solution to problems and bugs related to Oracle products.


Database Tuning. Performs Oracle Database performance analysis.


Import/Export, Hot & Cold Backups and RMAN script.


Oracle Enterprise Manager. (Oracle Expert, SQL Analyser, DBAstudio etc.


Oracle Application Server (Installations, Configuration, OID and SSO etc.


Real Application Clusters (RAC) implementation and configuration.


Provide Database Administration Consultancy to ensure system stability.


Reviews and designs of high performance, highly scalable database structures to support client’s requirements.


Provide Performance and Tuning, Backup solutions to clients as per their resources and requirements. Migration solution within Oracle versions & operating systems.


Implementations of Oracle Replication, Data Guard (Standby Database), RMAN, Partitioning,


Security and other advance Oracle features as per client requirements.


Acting as a liason between Oracle Support and the Customers.


Following up on technical issues and assisting in technical problem resolution.


Providing guidance on proper product use and functionality.


Providing proactive advice to the customer to prevent problems.


Monitoring TARs and Bugs, and following-up.




Other Responsibilities:


Handling Escalation Calls with customers.


Implementing Work Balancing in team


Knowledge Management – Knowledge Creation, Review and Analysis


Training and Hands-on Workshop Preparation (Part of Global Team).


Managing Critical customers of SAGE region.


Enterprise Customers point of contact.


Coordinator between customers and global support.


Customer Advocacy


Conduct Periodic Account Reviews


SR Management


Situation/Incident Management


Escalation Management

Consultant (Contract)
Quality Check INC.
(2004 - 2006)
 

Beside my job in Ora-tech Systems, I have been hired in free lance activities in project of web & browser based Medical Solutions at USA. My responsibilities include Management of Oracle Databases and Application Servers both for Pakistan and USA. Following are the other key tasks I performed in above project.


(* managed through EM Grid Control)


•Provide technical solutions consultancy.


•Monitor, tune, size, backup, recover, analyze and migrate.


•Import/Export, Hot & Cold Backups and RMAN scripts.


•Design and implement database security, user management.


•Troubleshoot day-to-day database issues to ensure system stability and output.


•Telephonic support to application developer users.


•Perform migration of databases between software versions, platforms and products.


•Telephonic support to application developer users.


•Oracle Application Server deployment in Linux OS (java base application).

Sr. Manager
JS Group
(2006 - 2007)
 

Oracle Database, Developer, Oracle Applications Server, Oracle Applications and core products on various platforms viz. MS Windows 2003, Red Hat Linux & SCO Unix.


My key duties involve:


•Decision making in implementing latest technology for the group as per requirement.


•Managing a team of technical help desk.


•Managing centralized database for group of companies, along with the centralized Application Server (Backup, Performance and Tuning, Security, Deployment, Migration, Up gradation, Technical Issues)


•Responsible to manage and cater to queries from group personal.


•Reviews and designs of high performance, highly scalable database structure to support JS online trading clients requirements.


•Responsible of databases availability for 24/7 for Stocks Trading clients.


•11i Install, Patch, Maintain and System Administration of Oracle Applications.


•Contributing for developing IT infrastructure at JS Group (ERP, Technologies and Resource etc).

Education
 
Alliance Francaise
French course, language
2010 - 2010
Hamdard University
MBA
2004 - 2007
The University of Western Australia
MIS, Information Technology
2002 - 2004
S.M Public Academy School
Science
1992 - 1996
S.M Public Academy School
Science
1992 - 1996
Additional Information
 
Interests : 
Cricket, Chess, Bowling, Snooker, Badminton, Music, Traveling & Movies.
 
 
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