Intensive full-time software development training focusing on full stack development fundamentals and problem solving. The final half of the program executed in a simulated company environment with Scrum methodology.• Hands on application of OOP fundamentals and SOLID principles through group and individual projects reflecting real world business problems• Source code version control with Git/GitHub• Project management/tracking through ticketing with GitHub Projects & Issue Tracking• JavaScript fundamentals leveraging DRY, modular, readable code and reusable components• Built single-page applications with HTML, CSS, and JavaScript libraries like jQuery• Task Automation with Grunt: Linting with ESLint, module bundling with Browserify, SASS compilation• Styled applications with CSS Frameworks Bootstrap and Materialize and wrote custom SASS styles• Deployed applications through Firebase and GitHub Pages• Application design through white boarding dependencies and building ERD’s• Designed, created & modified database content using SQL, ASP.NET, & Entity Framework with migrations• Created RESTful APIs with C#/.NET using WebAPI• Leveraged Razor for creating and editing MVC applications

Proactively manage multiple high-visibility and high-touch customerrelationships.Understand short and long-term customer goals and objectives as they relateto Information Technology and Business AlignmentDrive issue resolution using standard process/procedures in coordination withsupporting resources.Provide single point of contact for customer account concerns.Regularly communicate with assigned accounts, set expectations and negotiatepriorities appropriately.Develop highly effective relationships across all departments.Assist in establishing and documenting each customer's processes, procedures,customization and configurations.Provide mentoring and assistance to other team members.Assist in proactively managing, measuring and tracking customer tickets(incidents) to ensure their timely resolution.Provide timely issue/incident status updates, root-cause analysis andstrategies to address.Recognize and resolve systemic issues (problems) to prevent them fromrepeating.Provide recommendation for product enhancements and implementation ofnew technologies.Apply fundamental troubleshooting skills to issues before escalating to theappropriate group.Recognize revenue opportunities and facilitate them inside current accounts.Document, track, and support compliance with Service Level Agreements.Ensure ticket data is accurate and regularly updated (e.g., statuses, owners,billing).Ensure customer service level agreements.Regularly meet with the Service Owners, Systems Administration Team andothers to identify immediate and long-term customer needs.

SERVICE DESK ACCOUNT TEAM LEAD/COACHDell Inc. | March 2013 - Aug 2016Developing agents into efficient, polished support for corporate customercallers.Work with customer IT leadership and key technical engineers to developsupport resources for the Help Desk and improve productivity for the company.Maintained a very high retention among agents minimizing training costs andproviding more experienced agents supporting our customer.Developed and maintained an excellent knowledge base resource for the HelpDesk comparing very favorably against those on similar accounts.Planned and implemented a Tier 2 model that has been a major factor in thelow AHT and high FCR comprising the success for this account.SERVICE DESK AGENTDell Inc. | Oct 2010 - March 2013Provided desktop support by means of remote access and phoneAs subject matter expert, trained new hires in the use of ticketing softwareand knowledge base use.As knowledgebase SME created or modified over 300 knowledge base articlesDeveloped and maintained an excellent knowledge base resource for the HelpDesk comparing very favorably against those on similar accounts.Planned and implemented a Tier 2 model that has been a major factor in thelow AHT and high FCR comprising the success for this account.

Responsibilities include: Planning and implementing entire IT infrastructure for small businesses including networking, servers, and client workstations. Then supported those environments as the sole IT support.