Developing and maintaining C# applications, providing level II technical support, and using SQL to optimize performance.

Resolved technical issues using C# and SQL, translated a WPF application to a Windows Forms application, and maintained up-to-date technical documentation.

Managed second-line customer support requests through Zendesk, demonstrating effective triagingskills and knowledge of the Microsoft 365 stack, with a particular emphasis on SQL, both pre and postgo-lives.Developed SQL queries to extract key performance indicators (KPIs) utilized across various platforms,such as company social media, invoices, and trade shows, providing valuable insights fordecision-making.Streamlined and enhanced efficiency by automating the manual invoicing process through theimplementation of a new BI (Business Intelligence) software, resulting in a significant time savings of 6-8hours per month for the company.Collaborated closely with the Lead Platform Engineer during IT implementation processes, activelycontributing to tasks such as database connections (ETL Works), email configurations (SMTP/DKIM), andSMTP Mail Rules.Successfully deployed BI software to environments and efficiently resolved bugs tracked in Jira andConfluence, ensuring smooth functionality and optimal performance.

Designed and implemented a CRM ticketing system for the Support Team, effectively preventing tribalknowledge and enhancing the overall customer experience.Successfully triaged and resolved customer issues pertaining to hardware and software, ensuring timelyand efficient problem resolution.Created a customer portal using WordPress, enabling self-service access to all necessarydocumentation. This initiative significantly reduced the workload for the support staff, allowing them tofocus on strategic tasks.Provided technical expertise to customers during RFP/RFI requests, primarily focusing on educatingcustomers about technical products and implementation procedures.Developed interactive dashboards through CRM software, generating business-critical data for internalproject planning and showcasing external industry data at trade shows.Troubleshot technical issues by utilizing Linux commands, employing SQL queries to narrow down logs,and leveraging SSH for remote actions.

Implemented eDiscovery components in client production and test environments, ensuring seamlessintegration and functionality. Conducted thorough software testing to guarantee proper performanceprior to deployment.Actively contributed articles and troubleshooting knowledge to the company-wide wiki, fosteringimproved communication among employees and resulting in a reduction of unnecessary all-staffmeetings.Proficiently configured websites using IIS on Windows Server operating systems within customerenvironments, ensuring optimal performance and functionality

Lead and managed a technical team of six people who resolved hardware and software issues on Mac and PC platforms in a high-volume environment for students and faculty around the university.Trained and assisted multiple employees to meet deadlines and perform independently. This helped troubleshooting more efficiently and streamlining support issues as a company.Provided initial contact with clients, checking-in of products, and serviced needs and questions.