Customer Service Manager

Scott Brown

abnq0l@r.postjobfree.com

**** *. ******* **. # * Chicago, IL 60614

773-***-**** – Mobile

SUMMARY

I have 5 years experience working as a fulltime Database Administrator supporting Production Oracle

Databases environments. For the past two years I’ve worked as a consultant for an Oracle Certified Partner

in a managed services capacity supporting various customer Production applications on a 24/7 on-call

schedule. My tasks ranged from daily proactive monitoring of these environments, responding to EM

generated alerts and working with customer issues as they arose. In addition, I routinely performed

refreshes, clones, database builds, upgrades, patches and performed database performance and query

tuning.

During my last three years at the Oracle Corporation I worked as a DBA supporting over 1000 - 24x7

hosted databases (8i, 9i, 10g including RAC environments with over 1 terabyte of data). My responsibilities

included restarting services in the event of a failure, proactively monitoring instances and resolving issues

before they became critical, backing up, restoring, and tuning databases. For three years prior I worked

directly with customers in the Oracle Support Center and resolved or facilitated the resolution of issues.

This included first level DBA, System Administration and Network support. I worked as a team lead and

defined procedures across the organization.

Working at Oracle and an Oracle Certified Partner supporting various customer infrastructures has given

me a wealth of knowledge and experience regarding customer service, project management and database

administration. I am eager to bring my dynamic personality, people-centered approach, and commitment

to excellence to your organization.

OBJECTIVE

I seek a DBA position that will allow me to utilize the skills I have acquired over the past twelve years as an

Oracle Database Administrator/IT Professional. I am eager to tackle the challenge of a new position.

EDUCATION AND TRAINING

Oracle 10G RAC: An Introduction

Oracle Database 10g: Backup and Recovery

Oracle Applications DBA: 11i Install Patch and Maintain Oracle Applications

Oracle Database 10G: Workshop I and II

Oracle Database 9i: Workshop I and II

Oracle Database 9i: Pl/SQL and Introduction to 9i Database

Bachelor of Science, Computer Science

Concentration in Software Engineering and Database Administration

California State University, Sacramento, CA. 1997 - 2001

TECHNICAL SKILL SET

Oracle Database: 8i, 9i, 10g including RAC, Data Guard

Oracle Applications: 9.4 to 10.2.0.2

Backup Tools: RMAN, Flashback Recovery, Oracle Secure Backup, Data Pump

Scripting Languages: Shell Scripting, Perl, SQL, PL/SQL

Programming Languages: C/C++, Java

Tuning and Admin Tools: OEM, OAM, Statspack, ADDM, AWR, SQL Advisor and Network Manager

Platforms: Red Hat, Sun Solaris, HP-UX, Windows Server 2000/2003 Server, XP

WORK EXPERIENCE:

DBA, Re-Quest INC. 2007 – Current

Installed, managed and monitored

• CRS, ASM, 9i & 10G DB, RAC, Data Guard, Oracle Applications Server, OLAP, OLTP, RMAN,

Enterprise Manager

Managed multiple Enterprise Manager Grid Control repositories

• Setup reports to monitor the size of the database

• Setup backup jobs to perform and validate nightly backups

• User Defined metrics to monitor Alert log errors, FRA, Job Queues

• Created rules and roles within EM to customize alerts and notifications

• Monitored and optimized performance using ADDM, AWR, SQL Access Advisor, UNDO Advisor

Performed various recoveries of databases including

• Restoring tables using Flashback

• Restoring and recovering to a non default location

• Manually created windows Services and restored Production Database to a new server

• Participated in disaster recovery exercises

Performed OLAP and OLTP deployments

• Staged JAR files to perforce

• Deployed JAR files to custom OC4J containers

• Created various Portal groups/users and implemented indirect password security.

Applied quarterly Oracle Critical Patch Updates (CPUs)

• Database

• Application Servers

• Enterprise Manager

• Monitoring Agents

• In addition applied patches as needed to various components as issues arose

Defined processes to complete

• Refreshes

• Clones (new build)

• Patch

• Import/Export using data pump

• Database builds

• Implementation plans

• Oracle Managed Files

DBA, Oracle Corporation 2004 - 2007

Resolved OEM monitored events including User Defined Metrics (UDMS)

• Database Down, Apache Down, Tablespace Full, Blocking Sessions, RMAN, Alert Log, CPU

Utilization, Swap Disk, Backup and Archive Directories Full

Set up and defined User Defined Metrics (UDMS) for customer specific applications

• Runaway Java Processes, Runaway Forms Processes, Tablespace Full Issues

Created Structured Reference Guides (SRG) to act as step-by-step manuals

• Password Scanner, Extent Management, RMAN Failure, Runaway Processes

Project Manager

• Worked with end users to determine requirements, Wrote Project Management Plan, Wrote

Test Cases, Performed User Acceptance Testing, Worked with development teams to ensure

backwards compatibility

Wrote process related documents

• Operational Guidelines, Manual Monitoring, Ticket Handling Guidelines, Exceptions

Handling

Other Responsibilities

• Determined quality defects for team and worked to improve performance, led weekly team

meetings, set agendas and delivered minutes, managed internal team website housing all

team statistics and information

Senior Support Engineer, Oracle Corporation 2001-2004

Provided Customer Service to OnDemand Customers

• Received tickets and phone calls from customers and assisted with the resolution of issues,

Setup printers via the Print Pro Utility, Escalated issues for customers and Service Delivery

Manager’s on behalf to Duty Manger

Monitored OnDemand Infrastructures

• Monitored hosted instances via OEM, Monitored VPN connections via HPOV & Ravlin Node

Manager, Troubleshot customer network connections via Power Broker and assisted in the

resolution of the issues

Escalation Coordinator

• Received escalated issues and coordinated resolution with Database Administrators, System

Administrators, and Network Engineers, Served as point person on team to manage

customer incidents, Managed internal websites to monitor all escalated issues

Trainer

• Trained internal employees and new hires in OnDemand support model, Wrote user

manuals on tools used by OnDemand, Wrote OSC training manual used to train teams

abroad

Duty Manager

• Managed tickets via internal websites to minimize customer downtime, Worked with

Transfer Coordinators to identify problem areas and assisted in solutions, Worked with

resolving groups to complete RCAs and wrote customer facing Incident Outage Reports,

Helped define process and workflow of team Duty Manager, Performed audits of peers and

offered feedback for improvement

Network Administrator/Technical Support Supervisor, 1997-2000

Veterinary Information Network

• Built and maintained a fast Ethernet network including purchases of switches, hubs, routers

and firewall in 25 + mixed platform environment

• Partitioned hard drives for dual booting, tested and documented systems

• Created MS access database to authenticate/verify systems purchased

• Responsible for setting up Client/Server Network, Delegating NT permissions and Network

Security

• Implemented a complete backup solution using HP Surestore 40x6 DAT drive with Veritas

Backup Exec 8.0. Nightly backup exceeded 200 gigabytes

• Purchased company computers including: Dell 2300 web servers, workstations running

Windows 2000, NT, 95/98, Mac

• Responsible for maintenance of computers including: troubleshooting, installing, and LAN

configuration

• Provided online and on phone technical support for company clients and fellow employees

• Researched and recommended hardware and software upgrades for clients and in house

development

• C++ and Java programming

PROFESSIONAL SKILLS

• Excellent customer service skills

• Excellent verbal and written communication skills

• Positive attitude and outlook

• Solid interpersonal skills

• Self-starter and multi-tasker

• Excellent planning and organizational skills

• Strong work ethic and commitment to professionalism

• Experience working in a global community

RELATED COURSES AND ADDITIONAL SKILLS:

• ITIL Foundations Certification

• Catalyzer Customer Service Training

• Software Systems and Design

• Software Engineering and Project Management

• Software Testing & Quality Assurance

• Software Maintenance

REFERENCES:

References available on request

Contact this candidate