Sarah Clark Email & Phone Number

Beaverton, Or

Manage the escalation process and provide third tier and on call support for applications; manage and maintain the production environment including building servers, applying security patches, and deployments; provide documentation as requested for PCI, AMEX and internal audits. • Refined and documented the escalation process and ticketing system; created reports for management to view escalation activity and statuses; worked with development to get tools to handle recurring requests.• Created and maintained extensive documentation about the escalation process, applications processes, troubleshooting techniques, and access requirements.• Developed scripts to automate deployments and the transfer of production data into a staging environment.• Added additional monitoring to the F5 load balancer and HostMon monitoring software to increase awareness of the applications’ health.

Atlanta, Ga

Developed applications and tools to assist IT operations and application support manage day-to-day tasks and streamline processes. Identified process bottlenecks and developed software solutions, documentation, and training to increase efficiency, resolution speed, and customer satisfaction.• Developed a new tool framework with C# and ASP.NET allowing for quick addition of new tools as well as increased security and logging; migrated existing tools to new framework and created new tools upon request to allow for easier data viewing and manipulation by the operations department.• Redesigned the TCL load balancer scripts to be 5 times faster, drastically reducing deployment times; integrated load balancer GUI into new tool framework creating a more easily accessible toolset. • Created an application to retrieve and monitor certificate files used by production software; created a Java application to extract certificate information from Java keystore files and created a tool within the ASP.NET framework to configure and review the results of the Java application creating more visibility into potentially expiring certificates.• Appointed to lead team in JBoss configuration updates; researched causes and solutions of potential security risks and lead the effort to update configuration files to close potential security holes.

Managed a team of five in a research project examining automated fault localization for database applications. Developed the first method for automated fault localization specifically designed for software utilizing a database. Published a paper that: • Introduced a technique that increased the percentage of faulty SQL statements located for two applications from 13% and 26% to 70% and 68% respectively.• Demonstrated the qualitative benefits of using database information to enhance manual debugging efforts.Graded papers and held office hours for Computing & Society & Intro to Software Engineering.

Engaged in troubleshooting and resolving complex application related problems; provided on call support for application support and second level escalation for the operations center; developed and conducted training sessions for team members; interviewed job candidates; in charge of application shut down, start up, and monitoring during scheduled maintenances; Developed support toolset; Created documentation on initial troubleshooting and escalation procedures for the operation center.Additional Positions: Application Support Technician, IT Operations Technician, Merchant Service TechnicianHighlights:• Worked with change manager to implement newly developed change management processes; designed and created the SQL Server database and web application to track and manage changes to the production systems allowing for a smoother change process aligned with ITIL principles; helped train users on the new change control processes.• Worked with the network team to develop an application to interact with the load balancer reducing the necessity of a network resource for load balancing tasks and greatly reducing the number of typos and errors in the load balancer caused by manual updates.• Identified process bottlenecks and created tools to streamline support processes; created tools that performed updates on the database without giving individual users additional permissions; developed a script to grep or tail multiple log files in a group simultaneously.• Known for resolving open issues from the previous shift and developing websites to help increase the efficiency of the department. Created websites to (1) maintain contacts used by the operations center, (2) standardize shift logs, (3) provide application status to the entire company.

Graded Homework and held office hours for: Real Analysis, Abstract Algebra

Ms, Computer Science

Specialization: Software Engineering

Ba, Computer Science & Mathematics

Activities and Societies: Webmaster ASMC (Associated Students of Mills College), President Olney Dormitory, Student Athlete Mentor, Tennis.