Years Experience Service

Irene DuBois

*** ********* **

Scotts Valley, CA 95066

831-***-****

***@******.***

BACKGROUND SUMMARY

Over six years experience in Information Systems. Expertise in enterprise data

backups including planning, software configuration, testing and implementation.

Additional expertise managing an IS Help-Desk to solve end user issues affecting

operating systems, software applications, network access and hardware. Famil-

iarity with systems administration of SCO UnixWare and SCO OpenServer network

servers.

TECHNICAL SKILLS

* Operating Systems: SCO OpenServer, SCO UnixWare, Linux and Windows NT

* Software: Keystone, ARCserve, Star Office, Mutt, Mush, Word, Excel

* Hardware: Pentium class servers and workstations, tape drives and printers

PROFESSIONAL EXPERIENCE

Caldera International (Formerly The Santa Cruz Operation)- Santa Cruz, CA 1996-

2002

Caldera develops Linux and UNIX platform solutions for business providing an in-

tegrated solution for small to medium businesses, retail operations, telecommun-

ications and other vertical markets.

IS Associate (3 years)

Assigned to the Information Systems group and provided junior-level Unix Systems

Administration and mid-level Help-Desk Support. This position was concurrent

with my Data Processing Administrator responsibilities described below.

* Systems administrator responsibilities included creation, modification and

removal of user accounts including e-mail access, passwords, file permis-

sions and calendar entries.

* Help-Desk responsibilities included delivery of first level IS support to

internal Caldera users. Reviewed incoming repair requests, researched, re-

solved, and responded to questions by telephone, e-mail and web-based cust-

omer support database. Keystone database was utilized to log, update and

communicate status of support calls. Responded to all inquiries with time-

ly callbacks and escalated issues as required.

Data Processing Administrator (6 years)

Assigned to administer enterprise data backups for over 80 servers running SCO

OpenServer, SCO UnixWare, Linux and Windows NT Developed and implemented backup

strategies for both local and networked units that resulted in faster restores

and minimized staff involvment. Oversaw the development and in some cases wrote

shell scripts required to initiate backups. Responsible for scheduling backup,

loading tapes, cataloguing tapes, verifying data, managing tape rotation, per-

forming restorations and ordering new media.

* Reduced user downtime and achieved faster restores by shifting strategy

from monthly to weekly full backups.

* Minimized staff involvement through proper utilization of in-house backup

scripts that were easily adapted to new machines.

* Received the company SCORE Award for locating and restoring critical and

extremely old data on obsolete media.

The Video Service Center- Santa Cruz, CA 1995-1996

Front Office/Help-Desk Clerk

The Video Service Center is a retail video repair shop. Assigned to front coun-

ter providing first level customer support via telephone and store drop-ins,

assisted the technical staff and helped with general business support.

* Received incoming repair requests. Interfaced with customers to determine

and document unit failure symptoms. Entered customer information into da-

tabase required to complete work orders and assigned work orders to tech-

nicians.

* Scheduled in-home repairs and assisted technicians by pulling appropriate

service manuals and preparing driving directions. Used sound judgment and

discretion to ensure customer satisfaction by arranging loaner units,

waiving estimate fee or escalating their line priority when necessary.

* Also assisted customers by instructing them on the proper use of equipment

and recommended replacement brand names and/or parts when requested.

EDUCATION

* A.S. Electronics Technology - Cabillo College, 1994

* General Studies (Math, Science, English) University of Minnesota

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