Customer Service Software
Resume:
Debra E. Ogden
**** ********** *** ~ Colorado Springs, CO 80917
719-***-**** ~ ******@*****.***
Objective: To secure a position involved with Systems Analysis and Development, Database
Administration/Support, and/or Technical Support where I can utilize my previous
background and experiences.
Technical Skills:
Databases: ORACLE 7.3-8.1.6, 10g, DB2, ADABAS, IMS, ACCESS, SYBASE (exposure to)
Languages: PL/SQL, SQL, COBOL & COBOL II, Natural, CICS, PLI
Other Software: TOAD 9.5, ERWIN 4.2, AI0WIN 2.1, Sybase Power Designer 11.0, VISIO, OEM,
Putty, SVN, CVS, Harvest, PANVALET, Beyond Compare, Perl (exposure to),
Expediter, CA7 Scheduler, MVS Utilities, TSO/ISPF, ClearQuest, Crystal Reports,
Remedy, Mercury Quality Center(Test Director),
MS Office Suite (Word, Excel, Outlook, Access, Project, Publisher)
Systems: MS Windows (XP, 2000, NT, 98, 95) environments, Sun Solaris, UNIX,
Large IBM Mainframes (30xx, 43xx, 370/390 series) using JES2, JES3, OS2, OS/390
JCL
Certifications: Oracle Professional Certification (OCP) - Oracle 8 & 8i Database Administration (2001-
2002)
Colorado Technical University - Colorado Springs, Colorado (4.0/4.0)
Unix Networking certification (06/2003)
Unix Programming certification (Unix Administration & Perl scripting) (09/2003)
C++ Programming certification (06/2004)
Obtained a Federal Government Secret Clearance (02/2006). Clearance currently Inactive.
Professional Experience:
Systems Analysis, Design and Software Development
Proficient in all phases of project and system development life cycle (SDLC) approach.
Worked with varying levels of users in performing functional decomposition, gathering and writing
business requirements, developed conceptual designs, performed structured systems analysis and
design, mapped data flow diagrams, and wrote detailed design specifications.
Performed application data modeling with resultant entity relationship diagrams.
Participated in structured walkthroughs of design documents and coded structured software.
Followed existing development standards as required by clients.
Installed software, applied software patches, developed application code, unit and system tested
software. Developed and updated associated system documentation.
Participated in three application conversions, from old system platforms to newer software and
restructured processes. On one project, rewrote the original edit and pricing program for a billing
system to streamline processing of 2500+ orders from 3 hours down to 30 minutes clock time.
Also developed client required design and software documentation, as well as all integrated testing.
Coordinated application software changes and installs directly with users, quality assurance groups
and user management. Provided Level of Effort estimates for the team on various small projects.
Organized, performed and supported system implementations.
Debra E. Ogden
******@*****.***
Perform Rational ClearQuest system/user administration and custom application development in
support of the contract-wide defect tracking and change management application involving
requirements gathering, documentation, design, testing, implementation, and customer
acceptance. Implement and maintain multiple records, their processes, and various Crystal
Reports. Work performed in a customer focused, short cycle, rapid development environment.
Developed a broad business and financial knowledge base by obtaining experience with a range of
client specific applications. These business areas included accounting, accounts receivable and
general ledger, billing, many financial gathering and reporting applications, commissions, order
entry/management, file and database access processes, data warehousing, sales and marketing,
requisition control, payroll, telecommunication networks and provisioning, and other government
specific and real-time applications.
Obtained experience with many software platforms and environments. These have resulted into the
following skills base: ORACLE Databases (3 yrs), SQL, PL/SQL and UNIX (2yrs), AIOWIN,
ERWIN/IDEF1X (1-2 yrs), DB2 RDBMS and SQL (4 yrs), COBOL & COBOL II (9 yrs), ADABAS and
Natural 4GL (9 yrs), CICS (3yrs), IMS/DLI (3yrs), and PLI (3 yrs).
Database Administration
Converted the data from an existing Sybase Switched Network Performance reporting system to an
Oracle 8.1.6 database running on SUN Solaris hardware. This development was to create a data
warehouse application, using table partitioning to collect, store and provide reporting capability on
network performance.
Performed data modeling to design, develop, and document the new database using ERWIN/IDEF1X
modeling tool. Documented existing Oracle application by reverse engineering existing physical tables
using Power Designer.
Installed/established the database. Created and modified tables. Coded, tested and executed data
loads, data extracts, reports, performance analysis on test runs and a back-up and recovery
procedure. Utilized PL/SQL, Oracle SQL, SQL*Loader, Import, Export, UNIX scripting (shell and
PERL) and exposure to JAVA 1.3.
Wrote numerous reference articles for Metalink, Oracles Internet reference tool used by customers
and peers for problem resolutions.
Systems Support and Customer Service
Provided customer support of Oracle databases, as well as other various client applications on
database platforms such as DB2, ADABAS, and IMS. Interacted directly with all levels of users
including management, subject matter experts and clerical.
Directed and assisted customers in recovering downed Oracle production databases, data file and
tablespace recoveries, installing software, diagnosing bugs, and performed problem resolutions.
Resolved issues reported by customers with Oracle versions 7.3 - 8.1.6 database administration and
performance tuning assistance across mid-range platforms such as SUN, HP, IBM, Microsoft Windows
and DEC. Utilized Oracle SQL, PL/SQL, SQL*Loader, Import, Export, RMAN, UNIX scripting and
various Oracle utilities. Handled 50-75 customer issues per week in doing so.
Researched, debugged, and resolved problems and questions that covered more than 10 other
associated tech support areas involving Oracle software products.
Performed data gathering and developed various statistical reports of ‘source to target’ data mapping
work progress used by client and management for new application development.
As team member, provided on-call production support, as well as coded, tested and implemented
system enhancements and modifications for other various applications. Used Oracle, DB2, SQL,
Cobol II, and CICS in both OLTP and batch IBM environments.
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Debra E. Ogden
******@*****.***
Performed (24x7) production support of MCI’s Circuit Order Management application. This application
supported over one million customer circuit orders, and interfaced with many other applications such
as the Customer Order Enterprise, Network Provisioning, billing, and reporting. Performed cross
production support for these interfacing applications. Performed software problem resolutions and
technical support. Developed and applied software enhancements and corrections. Utilized ADABAS
RDBMS/Natural 4GL, COBOL, DB2, CICS on on-line and batch environments.
Diagnosed, tested, repaired and supported various hardware (desktops, laptops, printers and other
peripheral equipment) for the troops and post-wide personnel at Ft. Carson Colorado Army Post.
This included imaging workstations and equipment inspections.
Leadership Skills
Team Lead under three different employers, with teams comprised of three to seven people. Work
involved performing functional analysis and design, software development, system implementation
and (24x7) production support.
Trained team members and resolved software issues with staff, for on-line and batch applications.
Organized and prioritized project tasks, delegated work assignments, and involved in performance
reviews.
Education/Training:
BA in Mathematics - University of Northern Colorado - Greeley, Colorado (3.18/4.0)
Other Training:
Introduction to Teradata Teradata SQL
Object Oriented Analysis and Design C Programming
Employment History:
Database Support Analyst - Princeton Information, LTD (11/07 - 04/09)
Database Support Analyst contracted to Verizon Business in Colorado Springs, CO.
Application Development Specialist - Perot Systems (09/06 - 09/07)
Business Analyst/Data Modeler, contracted to Harvard Pilgrim Health Care of Massachusetts.
Senior Programmer Analyst- Front Line Solutions/ L3 Communications West (08/05 – 09/06)
Employed by and contracted to L3 Communications West, SCNC contract.
Obtained a Federal Secret Clearance at that time.
Computer Hardware Technician - Intratek Computers Inc. (03/04 - 01/05)
Contracted to Ft. Carson Army Post, Hardware group
Real Estate & Customer Service - Keller Williams Realty, Sears Portrait Studio, Current Inc.
(12/01 - 12/03) Non-IT employment for support during recession.
Database Administrator - Process Management Consultants Inc. (08/00 - 07/01)
Contracted to MCI-WorldCom, Switched Network Reporting group
Senior Technical Analyst - Oracle Corporation (04/99 - 08/00)
Senior Systems Analyst - Renaissance Worldwide Inc. (01/97 - 03/99)
Contracted to MCI-WorldCom: Commission Systems and On-Line Business Customer
Information groups
Systems Analyst - FDSI Consulting (07/96 - 12/96)
Contracted to First Data Corporation. Designed, developed, tested and implemented
billing application software.
Functional Analyst / Accounts Receivable Team Lead - Logicon 4GT (11/95 - 07/96)
Performed system functional decomposition, requirements gathering, systems analysis,
and documentation of existing Accounts Receivable processes for the Air Force Defense
3
Debra E. Ogden
******@*****.***
Finance and Accounting Center.
Senior Systems Analyst - MCI (08/93 - 11/95)
Team Lead/Production Support Analyst for Circuit Order Management Application and ISIS
Application Development.
Further history available upon request.
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