Silvia Mello

Provided critical database support for 4,000+ databases across multiple technologies, contributing to services for 23 million customers across 6 markets. Conducted proactive health checks on production, test, and development databases to identify and resolve performance issues before escalation, ensuring optimal performance and data integrity. Used Oracle Enterprise Manager for centralized monitoring, managed cron scheduling and RMAN backup strategies, and maintained technical documentation on Confluence to streamline processes. Collaborated across developers, project managers, and change managers to deliver stable and scalable database solutions. Led migrations using Oracle GoldenGate for data replication and end-to-end Oracle patching (risk assessment, staging tests, and production deployment) while minimizing downtime. Mentored new starters with hands-on guidance and best practices.

Administered Oracle databases on Unix and Windows for major multinational clients including Philips, Volkswagen, Continental, and British American Tobacco. Managed performance and compliance across environments, ran regular health checks, and adapted SQL scripts, packages, and procedures based on system/application requirements. Installed and configured new Oracle databases and Tivoli monitoring agents to improve observability. Managed incident/request/change tickets within SLA targets, handling ~30 tickets daily within a 13-member team. Led account support responsibilities for Philips due to technical accuracy and strong client relationships, and played a key role in a large Oracle migration for Philips delivered with go-live in 48 hours, ensuring minimal downtime.

Delivered remote technical support to General Motors and GM Bank employees, ensuring smooth operation of systems and applications across departments. Performed software configuration and installation via Remote Desktop and supported Windows environments, Mainframe systems, VPN, Lotus Notes, Internet/Intranet access, and Active Directory. Managed incident tracking and resolution through the Service Centre end-to-end process to meet SLA targets. Handled an average of 30–40 support calls per day and consistently ranked among top performers for call volume, efficiency, and customer satisfaction, resolving incidents reliably while meeting SLAs.