Responded to customer requests for assistance via phone, electronically, or through internal escalation.Created, updated, and maintained detailed issue tracking information using various online issue management ticketing software tools.Routinely accessed support computers and databases located across the country on secure networks within customer locations using various VPN and Remote Desktop vendor software.Wrote and executed direct SQL query commands using SQL Server’s Enterprise Manager to immediately repair database-related issues on active and live County Clerk public records databases.Collaborated with customers to create or modify complex customized Crystal Reports for rapid distribution to individual County Clerk office locations.Performed and exhausted all diagnostic procedures provided to resolve complex database issues on active and live County Clerk public records databases.Input and gathered data to correlate regular customer care metric reports.Performed coaching and mentoring for Level 1 Customer Care Analysts.Diagnosed and resolved escalated (2nd or 3rd level) customer care technical software issues for customers located at County Clerk’s Offices across the country.Worked as part of a cohesive team by contributing to overall team effectiveness and knowledge by sharing diagnostic advice and procedures with other analysts and customer care representatives.

Performed software quality assurance, including black-box testing, Windows service testing, user acceptance testing, and maintenance regression testing in a Microsoft .NET Framework environment.Detected, documented, and tracked system defects throughout the development process using Microsoft Team Foundation Server.Developed detailed test plans/cases from use cases, detailed specifications, or other documents.Created, updated, and maintained SQL queries for data validation in testing.Maintained, configured, and updated testing environments using Microsoft Visual Studio.Worked closely with developers, business analysts, and customer support during the development, testing, and design process.Created, tracked, and resolved customer defect tickets after updates across multiple software applications.

Responded to customer requests for assistance via phone, electronically, or through internal escalation.Created, updated, and maintained detailed issue tracking information using various online issue management ticketing software tools.Routinely accessed support computers and databases located across the country on secure networks within customer locations using various VPN and Remote Desktop vendor software.Wrote and executed direct SQL query commands using SQL Server’s Enterprise Manager to immediately repair database-related issues on active and live County Clerk public records databases.Performed and exhausted all diagnostic procedures provided to resolve complex database issues on active and live County Clerk public records databases.

Create, track, and resolve customer defect tickets across company software package.Create and distribute documentation from repeat customer defect tickets.Perform data corrections for company software package across numerous databases.