• ** * K T R E E T O P D R I V E • FAY E T T E V I L L E, N O R T H C A R O L I N A 2 8 311

PHONE NUMBER: 770-***-****

E MAIL ADDRESS: abkjn3@r.postjobfree.com

ALEXIA CLARKE

WORK OF EXPERIENCE

June 2008 – July 2010 Koyt Staffing Midway, Georgia

Senior Unix DBA

Supported business development teams.

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Main resource for data management functions.

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Provided guidance and best practices solutions.

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Implemented data models and designs.

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Developed prototypes to demonstrate proposed functionality.

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Database administration:

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Perform benchmarking analysis to properly size hardware

platforms;

Planned, sized, and coordinated the necessary hardware and

software infrastructure for local and global databases;

Install and configure software and maintain upgrades and

patches;

Created database tables, indexes, triggers and views to support

new and existing applications;

Monitored database size and performance, tuning of SQL

queries;

Designed and implemented database backup policies and

procedures;

Planned, management and support of all database applications.

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Technologies.

High availability solutions (RAC, partitioning, etc).

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Strong knowledge of PL/SQL.

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Backup/restore & Disaster recovery solutions & tools.

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Strong technical knowledge of Storage technologies (SAN, NAS,

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etc).

Strong technical knowledge of OS platforms such as Windows and

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Linux.

Strong technical knowledge of Oracle and MS SQL.

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Good knowledge of Web technologies (Jboss, Java, AJAX, XML,

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etc).

November 2007 – March 2008 Prestige Staffing Atlanta, Georgia

Unix DBA

Troubleshooting production and development database problems,

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including performance, minimizing system downtime, and

developing a permanent solution.

Proactive monitoring of all production and QA databases to

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ensure sufficient database space for all production jobs.

Ensuring completeness and timeliness of database

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backups/exports via Veritas in order to ensure recovery

capabilities in the event of rerun requests, equipment failure and

declared disasters.

Responding to and acting on inquiries from different business

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teams regarding status and delivery of application promotions

according to defined procedure.

Oracle and Jboss provisioning for new Development Hires.

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Providing consultation and acting as liaison to application support

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teams with respect to troubleshooting and tuning of database

procedures and processes.

On going monitoring of database performance, fine tuning

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analysis and implementation using NetCool.

Preparing and maintaining database documentation.

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February 2006 – September 2007 Verizon Business Security Solutions (formerly

known as Cybertrust) Norcross, Georgia

Customer Care Manager

Provided technical tupport using troubleshooting and technical

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knowledge to Clients for package and patch updates, Account

Information, User Authentication, and Hardware through

knowledge of Linux, UNIX, Proprietary Software, and Microsoft

Windows Operating Systems.

Directed the support desk function and provides daily supervision

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and direction to staff who are responsible for phone and electronic

support to customers for a wide variety of issues related to

hardware, including desktop, laptops, infrastructure (LAN, WAN,

telecommunication), and software, including all proprietary

business and production systems.

Assisted Development by documenting and reporting

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vulnerabilities, defects, and enhancement requests, using the CRM

tool.

Managed call tracking system and ticketing system.

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Ensured the continual training and education of support personnel.

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Developed and implemented procedures to train and coach

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customer support on troubleshooting, customer service skills and

proper incident escalation using CRM tools.

Enforced policies and procedures regarding the support process –

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from event and error notification through final resolution.

Developed and maintained knowledge base to be used by the

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support center as well as other members of the support team

throughout the organization.

Assessed impact of new systems and develop support models and

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proposals.

Performed remote support for troubleshooting, interpretation of

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customers’ issue(s), identified and documented root causes,

provided follow up on resolution practices and procedures to

ensure correction of the issue, through implementation of

technical resolutions in testing environments and confirmation of

production environments.

Establish strong working relationships with internal IT support

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units to optimize customer service in cross area activities

Managed service level agreements to ensure that resolution times

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fall within service level parameters.

Managed notification plans for scheduled and unscheduled

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outages.

Identified problem trends and recommended proper remediation

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plans.

Performed Error Resolution at Database and Software Levels.

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Effectively translated support issues to technical support teams

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and implement support protocol for Web Based Applications.

Provided scanning engine troubleshooting (internal and external).

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Provided Support for the Payment Card Industry (PCI)

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Questionnaire and Scanning Dashboards.

Identified client support needs and gaps, including developing and

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documenting high level descriptions, workflows, and

requirements to assist in the Product Development, Management,

and Launch of new products.

Provided Support for website certifications questions (HIPAA,

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ISO, etc).

Demonstrated extensive familiarity with the TCP/IP protocol.

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Demonstrated competence in administering the following UNIX

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applications and services: MySQL, SSH, sendmail, pop/imap,

DNS.

August 2001 September 2005 Koy Commerce Austell, Georgia

Level III Technical Support Manager

Implemented file system readers for ext2 and NTFS.

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Debugged and enhanced FAT32 and NTFS file system code,

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adding features to:

Undelete files on FAT, NTFS, and ext2

Recover deleted partitions on NTFS

Decompressed and compressed NTFS files on the fly

Collected and displayed file ownership and access rights.

Provisioned user accounts, security protocols and services on a

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SuSE Linux Enterprise Server 8 (SLES 8), UNIX, Microsoft

Windows Operating System.

Configured FTP and file sharing services for anonymous and

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authenticated clients.

Migrated and configured multi user relational database system

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(FileMaker Pro Server) from temporary Windows server.

Installed and tested other applications and services as needed

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(Qmail or Postfix).

Tested and verified services from Mac and PC platforms

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Operated computer systems and performed data processing

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support and services to Clients (Functions requiring knowledge of

data processing sequences, procedures, users, and programming

languages).

Performed Error Resolution at Database and Software Levels.

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Assisted Clients with Password Changes and Login Procedures.

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Demonstrated competence in Perl and bash scripting.

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Demonstrated competence in UNIX security concepts and

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practices.

Implemented support protocol for Web Base Applications.

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Proficiently used Apache in support role to Development

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Demonstrated knowledge of DNS and Implemented support

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protocol for Web Base Applications.

Proficiently used Apache in support role to Development.

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February 2001 July 2001 Staffmark Fayetteville, North Carolina

Customer Service Representative

• Provided Customer Care to existing and potential customers.

• Assisted Customers with Account Information and Updates.

Assisted Customers with billing concerns.

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Assisted Customers with technical difficulties.

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November 1999 January 2001 United States Army Ft. Bragg, N.C.

Personnel Information Systems Management Specialist

• Provided Support to PAC offices using a work order system.

Provided coverage on the Help Desk.

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Performed clerical and technical program support to Users in the

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line of the Department of the Army at the Pentagon.

Operated computer systems and data processing support and

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service (Functions requiring knowledge of data processing

sequences, procedures, users, and programming languages).

Performed Error Resolution for database, hardware, and software.

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Prepared and processed defective equipment items for return to

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manufacturers, logged, documented, and tracked trouble tickets for

future references.

Initiated SIDPERS 3 user accounts for Fort Bragg and Analyst

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Domain.

Assisted with password changes and login procedures.

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Implemented file system readers for ext2 and NTFS.

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Debugged and enhanced FAT32 and NTFS file system code,

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adding features to:

*Undelete files on FAT, NTFS, and ext2

*Recover deleted partitions

*Decompressed and compressed NTFS files on the fly

*Collected and displayed file ownership and access rights.

June 1996 September 1996 US DOJ INS Sunny Isle, St. Croix

Clerk/Typist

Provided Clerical Support to the Adjudications Officer

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Maintained office correspondence and postal operations

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Performed secretarial duties

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Performed Immigration Status investigations using various

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field and technical services

EDUCATION

May 1999 University of the Virgin Islands Frederiksted, St. Croix, USVI

Computer Science

Bachelor of Science in Computer Science

R EFERENCES

Ahmad Hamilton

Shift Security Analyst Manager

404-***-****

Lydia Haynes

Customer Support Manager

404-***-****

Contact this candidate