Developed and improved a large web-based application, using ColdFusion and SQL Server, used to manage various aspects of a medical clinic, including both short- and long-term aspects Contributed greatly to the design and development of a second generation of the medical software, including pushing the project to a more data- driven, standards-based dynamic design Researched several models of implementing AJAX techniques into most aspects of the application, used extensively to improve response and

Developed and enhanced a large web-based application, utilizing a mesh of ASP, ASP.NET, IIS, and SQL Server Created and altered various Crystal Reports, used in all aspects of Worker's Compensation Bill Review, primarily for month-end and quarter- end reports Created and maintained DTS packages within SQL Server, used in conjunction with ASP and ASP.NET via COM, to handle claims, vendors, and bill review electronic data interchange Handled second-level customer support issues that went beyond the capabilities of the customer support group, primarily via data manipulations directly within the database Created complete custom application to handle First Notice of Injury reports for the County of Los Angeles, including automatic generation and distribution of reports

Researched various C++ GUI frameworks, in order to port an application from heavy use of Microsoft Foundation Classes to a more portable, cross- platform solution, eventually settling on wxWidgets Researched use of Wine, an open source implementation of the Microsoft Windows API on top of the X windowing system in Unix Developed various test applications using both wxWidgets and Visualization Tookit

Assisted in the day-to-day maintenance and troubleshooting of Unix and Windows-based systems for the Math and Statistics department

Provided full user support via e-mail, phone, and in-person visits, including the installation and configuration of any and all software the user needed Managed tape backup system, ensuring that backups properly ran nightly, as well as archiving tapes on a weekly basis Configured and deployed multiple user systems, including installation and configuration of Windows 2000 Professional or Red Hat Linux 7.3 operating systems, as well as installation of various software packages; Day-to-day support of second-tier end-user issues, such as file restoration Developed and deployed web-based applications using Perl CGI scripts on Apache servers Created various Perl scripts to automate frequently performed tasks, including daily update of anti-virus software Configured, deployed, and supported IBM documentation server used throughout CIRT

Monitored all AOL Backend Registration and Billing Systems Monitored execution and completion of systems-critical billing processes, alerting the proper departments should one fail Facilitated operations of desk, including directing other NOC Analysts as to their duties Trained new hires, including development of training documentation Started, managed, and documented various conference calls on any member-impacting and/or revenue-impacting issues

Developed websites to document department duties, as well as to automate simple tasks to improve efficiency; Designed and developed comprehensive database-driven system of managerial contact information for all domestic call centers using AOL Dynamic Pages (ADP) Developed web-based mailing system for the Work Force Management group, saving over 20 man-hours per week

Assisted America Online members with signing on / accessing Internet / miscellaneous technical issues Assisted fellow Customer Care Consultants with difficulties on calls; helped train in skills specific to job (call control, idle time, customer satisfaction skills)