Customer Service Management

William Thornton

*** ***** **** **************, ** 22405 540-***-****: home 719-***-****: cell *****@*****.***

Professional Summary

Oracle Database Administrator with experience in Oracle Application Systems Support, IT Supply Logistics, and

government. Professional expertise also includes management of Unisys legacy computer mainframe and database

systems activities, user transaction processing, and information retrieval using Standard Query Language (SQL).

Knowledge consists of data security policy standards, application and procedures, database management concepts, and

operations. Proven ability to lead as well as work within teams and foster teamwork. Possess Current Top Secret

Clearance w/ SCI

Education

B.S. Technical Management (Business Information Systems), DeVry University, Chesapeake, VA, June 2012

Skills

•

• •

Oracle Certified Associate 11g Oracle Application Tier 1 Support

• •

SQL/PL Certified Expert 10g Oracle Database Backup

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CompTIA Security+ Certified System Performance Monitoring

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Knowledge of Oracle Enterprise Manager ARS/Remedy Incident database experience

•

(OEM) Attention to detail

• Problem Solving

Professional Experience

Pentagon, Washington DC May 2013 – Present

Digital Management Inc. - Database Administrator (Gov. Contractor)

Maintain 8 Oracle databases and associated applications while supporting 11,000+ users. Ensuring mission

requirements by managing and updating user access rights, data schemas, integration with applications; and evaluating

data warehouse needs, policies, plans, methods and procedures.

• Adding/dropping user accounts, granting/revoking roles and privileges

• Ensuring oracle processes are running, evaluating table spaces as needed

• Performs backup and restoration for all databases (On-line and Complete)

• Service ARS/Remedy database incidents for users to communicate with the service desk in order to provide

real-time technical assistance, information to promote customer awareness, and customer driven problem

resolution

• Conducts database testing when integrating new production releases in support of changes, enhancements,

and the integration of new systems/functions

Langley AFB, Hampton VA May 2011 – April 2013

US Air Force, 440th Supply Logistics Support – Systems Analyst (Civil Service)

Performed position of Systems and Data Analyst in support of an Information Management System for the U.S.

Federal Government which deploy, sustain, and provide reliable access to legacy Unisys 2200 logistics supply

databases while maintaining system uptime and availability in a continuously manned (24x7) IT environment. Ensure

sufficient system resources are in place to support the operations, database growth, system resiliency, data

synchronization, and backup/recovery of all production servers.

• Controlled and monitors user access to 32 separate database, supported 15,000+ users

• Serviced a total of 469 customer service functions/troubleshoot accounts issues and problem calls

• Executed daily backups and 11 major recoveries (Control Files, Redo Logs, Rollback Segments, System Data

Files, etc) of database information

• Produced an average of 700+ data reports for internal and external system end users quarterly via data

processing and queries

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