System/database admini/customer support/call center - work from home

ANITA HAZEL

SYSTEM/DATABASE ADMINISTRATOR/CUSTOMER SUPPORT

678-***-****

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

SUMMARY: Total of sixteen (16) years experience with a solid experience in customer support and administration, database administration, web based support via Netscape and Microsoft Internet Explorer, programming, implementations, software testing and deployment, server monitoring, disaster recovery, TCP/IP, scripting and maintaining Standard Operating Procedures. Creating portals to share information, manage document records, workflows and electronic forms to automate and streamline process allowing users easy access to critical information that need to analyzed and viewed.

HARDWARE: IBM PCs and compatibles.

SOFTWARE: Windows 95/98/NT/2000/XP, Windows 2000 & 2003 server

SharePortal, Microsoft Office 2003 Vertitas Foundation and

Suites NetBack Up, Administration/Suites/Clusters, UNIX,

Linux, Oracle and Solaris, Lotus Notes,Tivoli

LANGUAGES: SQL, PL SQL, VB, Shell, Bourne, Korn

EDUCATION: B. S. in Business Administration, Dekalb Community College

CERTIFICATION: IT Comprehension Call Center Helpdesk Certified

OTHER SKILLS: Data Entry (20000 keystrokes), Typing – 55 wpm

EXPERIENCE:

1/2008 Present

Research Interviewer

Public Opinion Research

· Responsible for making outbound calls to the community gathering people opinions on current and upcoming political/governmental concerns and issues.

9/2007 – 12/2007

Tivoli Administrator/Lotus Notes

Cobb EMC

· Responsible for the processing of all data via Tivoli Work Scheduler. Analyzed and resolved a wide variety of system problems. Processed daily batch work for Cobb EMC, Gas South and other companies.

1/2006 – 09/2007

Database Support Specialist

McGraw-Hill Publishing

· Performed a variety of administrative tasks in support of the marketing department.

· Developed and maintained the database of information concerning faculty, student enrollment and purchases.

· Monitored unit's marketing budget; gathered and compiled budget data; assisted with the writing and preparation of reports.

· Responsible for the support and maintenance of key databases in the Department of Marketing to assure accuracy.

· Maintained accurate data files.

· Provided technical support, supported software installations, and served as backup for account data downloads.

· Ensured customer accounts were accurate. Contact customer to verify all invoices. Order samples for customers. Updated customer account in an Oracle and UNIX environment.

12-1985 - 3/2006

Systems Administrator/Application Software

Internal Revenue Service

· Responsible for Oracle, UNIX, Linux and Windows operating systems and installation of software.

· Recovered systems after failures. Restored systems after performing maintenance. Downloaded virus protectors to reduce the vulnerabilities and risk of unauthorized users to enter the system.

· Assisted with the disaster recovery plans for all systems. Prepared service level agreements (SLA) for all systems. Provided quality system administrative services for the Single Point of Operation. SPO was a monitoring security system for the mainframe system (6800).

· Provided remote administration for Modernized Electronic File System and TRIS (Telephone Routing Interactive System). Responsible for implementing and maintaining the software for routing applications that allowed the taxpayers to direct themselves to the appropriate source of assistance, kept system updated. Trained all users on the system. Configured and supported the phone systems. Ensured system was available to users. Performed backups and disaster recovery operations.

· Diagnosed system hardware and software if problems occurred and to detect faulty equipment. Also included but are not limited to monitoring the firewalls and system performance as well as monitoring the systems performance to determine if necessary adjustments were needed.

· Monitored systems for indications of attack, monitored information sources for additional alerts including developing information for security plans to prevent the systems vulnerabilities as well providing/restoring security of the system and the network services. Ensured that the correct processes were running and not adversely affecting the system. Installed and configured various software.

· Ensured that all reports were accurately and timely done. Provided technical support to the customer to assess their needs. Provided information and assistance to resolve their problems and ensure that the correct procedures were being followed.

· Monitored deployed systems. Reviewed and analyzed customer request via phone, identifying problems on the system as well as resolving them, gathering information, installing approved system software, trouble-shooting problems on all servers, implementing all applicable security policies and requirements for the systems.

· Network administrator as well as a database administrator. Planned and assisted in the integrating of the network system for AUR. Installed network software fixes and upgrades.

· Performed network diagnostics, configured routers, monitored network performance, troubleshot network problems and connectivity for the remote sites. Monitored computer systems, installed software as well as keep current releases of application software on the systems. Monitored the firewalls for indications of attack. Monitored information sources for additional alerts regarding possible attack activity. This included the correct processes are running and adversely affecting systems.

· Maintained a self-contained local area network that consisted of 450 terminals and 9 file servers. Accessed UNIX, SQL, INFO Connect, Solaris, and SQL Plus as well as Windows applications on a daily basis. Created Windows 2003 workflows and electronic forms to automate and streamline processes to allow users easy access to important information that may need to be analyzed and viewed.

· Integrated information from various systems into one secure solution through single sign-on. Created websites for information sharing. Assigned security levels. Set up user accounts using NT accounts and Active Directory.

· Created and maintained the file systems on the database for stolen identity, S Corporation and the email security. Was deeply involved in the software testing and the implementing of the transmittals and the refreshment of the 400 workstations, the printers and wiping of the disk when the AUR program was migrated to the Windows platform.

References

Jared Johnson IRS IT Manager

Phone Number: 678-***-****

Reference Type: Professional

Oritha Ransby IRS Manager-System Specialist

Phone Number: 678-***-****

Reference Type: Professional

Pamela Howard IRS

Phone Number: 404-***-****

Reference Type: Personal

Mary Hunt Retiree IRS

Phone Number: 404-***-****

Reference Type: Professional

Jeffrey Grady IRS System Specialist

Phone Number: 202-***-****

Reference Type: Professional

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