Supported and maintained Computer Aided Dispatch (CAD) software used by emergency service providers utilizing C#, SQL Server and ADO.NETSupported and maintained Records Management System (RMS) software used by Courts and Justice Systems, also written in C#Provided support for Quality Assurance and Customer Acceptance deployment phasesUtilized GIT, JIRA and Slack to document fixes, store code, communicate with peers and provide support as neededMentored junior developers and assisted in training new developers

Using ServiceNow, MySQL and JavaScript, troubleshot customer reported issuesFollowed up and maintained status updates with customers articulating technical detailsProvided fixes including documentation, scripts and peer reviewsUsing Eclipse, reviewed code to debug customer issues, reporting issues to Development as neededServed as liaison between Support and Development to resolve platform issuesProvided mentoring and support to junior Support Engineers and internsAssisted in reporting issues with Knowledge Base to improve customer facing documentationWorked closely with other teams within ServiceNow to resolve non-Platform related incidentsEscalated incidents based on severity and scope of issue, collaborating with infrastructure teams

Using Astea Alliance, researched reported problems and developed solutions for customer issues related to modules within the Astea Alliance productCarried out design, implementation and maintenance programming activities utilizing an array of technologies including XML, XSLT, ASP.NET and C#Gathered details to perform necessary tests and analysesConducted unit and integration testingUpdated calls and documented procedures used to resolve problemsUtilized source control management system (Team Foundation Server) to maintain versioned codeHandled multiple tasks working independently and as a member of a team to coordinate deadlines related to version and hotfix updates

Developed and maintained web-based (IWR) and Interactive Voice Response (IVR) based system components in ASP, C#, VB 6.0 and VB.NET, SQL and T-SQL, for Clinical TrialsWorked closely with Business System Analysts (BSA) to understand the business requirements for assigned tasks and projectsCompleted unit testing documentation, peer review and other regulated documentation as requiredWorked closely with implementation and support to ensure products meet customer requirementsAdhered to Standard Operating Procedures (SOPs), work instructions, Good Clinical Practices (GCP), 21 CFR Part 11 and other regulatory procedures as requiredLead projects as a lead developer and assisted in training new developersUtilizing C#.net and ASP, enhanced clinical trial base code to fulfill IWR project requirementsUtilizing VB 6.0, enhanced clinical trial base code, using Pro nexus Vb Voice, to fulfill IVR project requirementsDeveloped SQL Scripts (T-SQL) in SQL Server 2005/2008, to implement new or enhanced systems in testing and production environmentsUsing SharePoint, provided developers with guides on how to perform tasks related to specific client requirements