Monitor and triage customer support for DeSL customers.Collaborate with our global support/technical team to resolve customer issues.Serve as the voice of the customer to document development requests and platform enhancements during project lifecycle.

Served as team subject matter expert for ER/Studio Data Architect VBA Automation Interface. Solved connectivity, HTTPS, and LDAP issues and assist with Glossary and Term import/export for web-based Team Server product. Direct how to upgrade and/or migrate to other tiers and environments.• Integrated custom interfaces and features for Salesforce CRM system.• Created prioritization of case load for SLA response times.• Categorized case priority to highlight most important tickets.• Built internet search facility to turn selected text into clickable hyperlinks.• Developed method to display email attachment links on the front page.• Converted plain text URLS, email addresses, bug numbers, ISBNs, and US phone numbers into hyperlinks.• Developed feature which auto populates new contact forms based on latest search.• Improved case notification and retrieval with automatic page refresh function.

• Connectivity support for a wide array of DBMS platforms including Oracle, IBM DB2, Microsoft SQL Server, Sybase, MySQL, PostgreSQL, Snowflake, Teradata, MongoDB, and many others.• Worked independently with a Data Modeling team onsite at a Fortune 500 company.• Provided an automated solution which improved overall productivity for data modeling design.• Built tool for Sales department to analyze volume of specific product searches.• Wrote product handbook which presented tips, tutorials, and best practices for ER/Studio Data Architect.• Company acquired by Idera, inc. in 2015.