Supported production software running in a manufacturing environment. Worked with Manufacturing management and Engineers to report software, hardware and process issues from beta to production release, and transitioned customer issues to closure. Developed a working knowledge of silicon die manufacturing processes and business environment.

Provided level one technical phone support.

Provided Information Systems services and technological advice regarding computer security, offsite storage and backups, and evaluated software.

Engineered host, switch, and ATM message processors. Handled maintenance, updates, SQL database scripting, PCI coding standards implementation, on-call support, unit testing, and code review.• Improved customer satisfaction and reduced amount of time credit unions were spending balancing financial transactions by writing automated balancing module.• Reduced duplicate transactions sent to host and simplified balancing by writing duplicate detection module.• Used C# in architecting ATM monitoring application with customizable notifications, enabling service bureau employees to be notified of service needs, including out-of-cash and paper jams. • Provided customer escalation support, including diagnosing environment and software problems and providing fixes and merging fixes into unreleased product versions, improving customer retention and eliminating undetected software defects.• Designed web-service client host message processor by using WCF-enabling financial transaction and statement requests to be sent to credit union host computers.• Programmed web-service client to receive personalized messages for display on ATM, allowing return of customer responses.• Wrote class to parse / encode any variant of ISO8583 message format, reducing development time by allowing developers to define message format in database rather than write new parser / encoder for each variant.• Delivered customer support training focused on writing SQL queries and using joins, increasing staff familiarity with SQL and reducing reliance on development staff to gather information related to reported problems.