Dedicated, methodical professional with proven experience in customer support and software development
Understand issues from the perspective of developer, integrator, support staff, and end user
Effective communicator who can connect with developers, management, and customers
Assisted customers, both on-site and remotely, in identifying and solving issues in a timely manner.
Wrote sample code and specialized applications for interfacing different software packages.
Developed applications in C and C++ for handheld devices and desktop platforms.
Created communications services for Windows and Linux servers.
Established and managed project schedules based on features, requirements, and resources.
Led software development teams on consecutive and concurrent projects.
Directed the certification process for several payment terminals.
Collaborated with hardware and marketing teams to determine product capabilities and develop feature lists.
Software Development Kit (SDK) support
Provided timely customer support and training for developers, usually responding within 4 hours.
Reported bugs to R&D team, tracked progress, and tested deliverables within 1 business day.
Managed and tracked the status of unresolved issues for high-priority customers.
Documentation
Created general and custom instructional web pages and PDF documents for customer and internal use.
Reviewed documentation from R&D team for factual and readable content as well as proper grammar.
Established FAQ pages and how-to documents to provide information not covered in manuals.
Software / firmware management
Provided key design elements and recommended tools for creating the SDK for Linux systems.
Tested deliverables from R&D team such as sample code, software tools, and firmware updates.
Software Development Kit (SDK) support
Provided timely customer support for developers using the ExaDigm SDK.
Created and acquired documentation and software packages for the developer support website.
Redesigned installer to be easier to use, and added support for second version of Linux.
Semi-integration support
Architected messaging for all ExaDigm terminals to provide semi-integration support.
Selected, built and tested third party library for building and parsing messages.
Created sample code to help developers get started with semi-integration.
Terminal development
Built firmware and diagnostic tools for point-of-sale terminals.
Expanded and maintained communications service for terminals.
PA-DSS (Payment Application – Data Security Standards) compliance
Managed several PA-DSS certification and recertification projects to successful and timely completion.
Created documentation describing software development, code reviews, and security monitoring.
Proactively monitored industry news for potential security flaws that could impact certifications.
Administration
Presented PowerPoint overview and training presentations to sales teams and customers.
Led weekly meetings to monitor progress on certification projects.
Interviewed candidates for engineering positions, assessing the candidate’s fit for the position and team.
Trained and managed junior engineers, reviewing their progress and understanding.
Administered websites and provided support to several churches.
Provided on-site and over-the-phone assistance for church offices and end users.
Installed, configured, and set up Ubuntu Linux web server (LAMP stack).
Created communication service for desktop simulator and GPS terminal.
Led onsite and offshore developers in developing cellular and HD radio based communications services.
Documented protocol, data deciphering, and program flow for radio communication projects.
Interfaced with vendors to write requirements and track project status.
Constructed Windows service to convert data from multiple sources into one form to send to other services.
Built Windows and Linux gateways to interface between cellular/satellite data sources and encoder/decoder.
Implemented services to transmit user notifications via email and text message.
Provided on-site and remote support to overseas customers.
Managed software engineering teams for three consecutive and two concurrent GPS products.
Decreased development time by 50 percent on two concurrent projects by sharing code between them.
Interfaced with internal marketing/design groups and outside firms to implement applications.
Provided services as departmental IT specialist and company-wide network analyst.
Programmer/tech support @ Camnet
Programmer/Analyst @ OCTA
Associate of Arts degree in Microprocessors (4.0 GPA).
Teaching credential
Bachelor of Music degree