Josh Storms Email & Phone Number

Pittsburgh, Pa, Us

Glendale, California, Us

• Led project to redesign legacy software in order to improve usability and scalability of the product.• Improved release process using continuous integration and continuous deployment tools and strategies.• Architected, designed, and implemented a framework that reduces code duplication and enforces consistency.• Transitioned from hosted services to Azure to gain greater flexibility and reduce downtime.• Drove team growth through lunch-and-learns, hands-on labs, and code reviews.

Glendale, California, Us

• Developed enhancements and fixed product defects in a legacy web-based application that was built using a wide range of technologies, including ASP Classic, Web Forms, and MVC.• Participated on a Kanban team that responded to internal and external support and product requests.• Built tools aimed at reducing the testing and maintenance burden placed on the development team.

Exton, Pa, Us

• Led an effort to improve configurability and the user experience by integrating technologies, such as AngularJS, Breeze, Entity Framework, and Web API, into a legacy Web Forms application.• Oversaw the implementation of new features by guiding development strategy discussions and performing code reviews.• Used problem solving skills to remedy multilayered, complex issues while providing development level product support.

Exton, Pa, Us

• Worked in an Agile development environment to deliver dynamic web based solutions built using ASP.NET, C#, SQL Server, and Oracle.• Collaborated with the client representatives to design and implement custom features ensuring that all business and technical requirements were met.• Coordinated site upgrades and maintenance activities during non-standard business hours.• Accelerated new hire productivity by creating hands-on labs and documenting common procedures.

• Supervised a ten member technical support team in a 24x7 environment• Set and reported on Global Technical Support Center Key performance indicators, budgets, targets, and objectives• Mentored Technical Support Specialists, focusing on procedure and knowledge and continuous improvement• Defined, developed, and implemented applications to be used by the service organization to improve quality of support and customer satisfaction levels• Ensured the team has appropriate tools and knowledge-base to effectively support Vocollect’s hardware and software product lines and customer base• Oversaw special / large projects, tickets, issues and / or accounts

• Provided leadership for a technical support center that consistently maintained a high level of customer satisfaction• Acted as the "voice of the customer" in cross-functional teams responsible for defining product requirements for new releases of hardware and software• Made significant improvements to the support call tracking system allowing for more accurate recording of the questions asked and issues reported• Developed an automated report generator used by Engineering and Product Management to make more informed decisions related to future product enhancements

• Served as an escalation point for highly complex technical problems related to the installation and operation of Vocollect's hardware and software• Worked directly with Engineering to provide customers with emergency fixes for software defects• Assisted in the development of the department's standard operating procedures• Participated in the hiring and the training of level 1 support specialists

• Provided prompt and courteous first-line technical support via phone, e-mail, and web in a 24x7 environment• Thoroughly documented problems reported, research performed, and resolution found• Effectively communicated with both technical and non-technical users in a clear, understandable way

Bs, Business Management

Information Technlogy / Networking