Customer Service Management
Resume:
KIMBERLY RAIMI
McDonough, GA *****
*************@*****.***
WORK EXPERIENCE
CareerBuilder Norcross, GA
Database Administrator Intern January 2015- Current
Under the direction of the Senior Database Administrator, monitors and maintains development,
test, and production of database systems involving:
o Implementing security - creating instance logins and mapping database users. Granting
instance and/or database level permissions.
o Maintaining database – disaster recovery plan by setting up maintenance plans to check
data integrity, backup data regularly and clean up old data files.
o Installing and upgrading the database server and application tools
o Modifying the database structure from information given by application developers
o Controlling and monitoring user access to the database
o Monitoring and optimizing the performance of the database
Davinchie Technologies. Lawrenceville, GA
Junior DBA Assistant July 2014 –Current
Database administration including installation, configuration, upgrades, capacity planning,
performance tuning, backup and recovery, index maintenance in a very large high-transaction
and fast pace environment.
Manage the production and development databases including performance tuning, capacity
planning, SQL Server clustering, database security configuration, and database continuity.
Arise Virtual Solutions McDonough, GA
AT&T Technical Support Rep Feb 2010 – June 2014
Performs superior customer service and technical skills by communicating with customers to
resolve customer issues with one call resolution and offer alternative solutions where appropriate
Experience with cellular phones or providing billing support and making financial decisions to
protect/collect revenues and adjusts customer accounts.
Advanced problem solving competency, ability to adapt to constant change, and capability of
handling business transactions in connection with activation of new customer accounts
Multi-tasking to utilize multiple internal IT systems Handle customer questions, complaints, and
billing inquiries with the highest degree of courtesy and professionalism.
Serene Organics Covington, GA
Store Manager Sep 2006 – May 2009
Store business operations, including managing profit and loss, facility management, reassuring
bank deposits are accurate.
Product management, including ordering, receiving, price changes, handling damaged products,
and returns.
Designed and built business website using HTML and PHP programming
BellSouth BBS Atlanta, GA
Multimedia Technician Feb 2001-June 2006
Assisted customers/vendors with the installation of broadband services.
Received customer trouble reports, isolates and directs the restoration of the service.
Provides status to the customer and handled irate customers and account teams. Proactively
advises the customer when network conditions might impair their services.
Installation, testing, adjusting and/or repairing equipment and facilities used in providing high
quality broadband switching networks and special services.
Coordinated work operations making routine tests upgrade the network elements, and repair
equipment or facilities.
Monitors broadband networks, responds to alarms, and takes appropriate corrective or proactive
measures to resolve any network issues.
Avaya Communication/formerly Lucent Technologies Norcross, GA
Project Coordinator (Avaya) Mar 2000-Dec 2000 Jan 1998 – Dec 2000
Provided support to high-level Project/Program Managers.
Report generation and analysis though SAP, material scheduling and production, budget
management.
Coordinated new work development, acting as point of contact for logistics.
Supported project milestones, and develops, produces and analyzes project and financial reports,
schedules, and contracts.
Customer Care Representative (Lucent) July 1999-Mar 2000
Assisted the business unit in achieving its objective and contributed to the creation of sustainable
competitive advantage
Provided counsel and assistance for the deployment, assessment and improvement of effective
quality system activities that facilitate the organization in achieving its goals.
Account Support Representative (Lucent) Jan 1998-July 1999
Assisted Technical Support Group with providing clerical support to a Branch/Area/Division
organization.
Monitored equipment and insured all administrative routines and activities were performed in
accordance with established guidelines.
Delegated accounting/financial skills on an advanced bookkeeping level in defining and managing
budgets, processing complex transactions, independently conducting analyses, investigations.
CERTIFICATIONS
A+ Certification – 2001
Microsoft Certified Professional: – 2014
Microsoft Technology Associate: Database Fundamentals – 2015
EDUCATION
Master’s of Computer Science Course Fall 2015
Georgia Institute of Technology Atlanta, GA
Software Development Process: Software Engineering Concepts and Practice
Information Management Program 11/2014
Pacific Institute of Technology Morrow, GA
SQL Server Database Management – Microsoft SQL Server 2012
Bachelor’s Degree of Information Technology 06/2014
American InterContinental University Atlanta, GA
Concentration: Programming (Java, HTML, PHP)
Computer Information Systems Associate’s Degree 09/2007
Griffin Technical College Griffin, GA
Networking Specialist program prepares for positions in network design, installation, and support.
Program also prepares students for CCNA (Cisco Certified Network Associate) exams.
Project Management Master’s Certificate 12/2006
Cheetah Learning System (via Clayton State University) Morrow, GA
PMP program lead improvement initiatives that result in measurable growth in return on
investment, economic value added, sales growth, customer satisfaction and retention, market
share, time to market, employee satisfaction, and employee motivation.
Business Administration Diploma Program 06/1999
Georgia Perimeter College (formerly Dekalb College) Clarkston, GA
The program prepared me to enter today's demanding business world. The broad base of
fundamental business courses and general education requirements fosters critical thinking and
communication skills.
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