Software Development Engineering

Markell Trotter, Software Development Technician

**** ********* *****, **** ****, MS, USA, 901-***-****, ****************@*****.*** LINKS LinkedIn

PROFILE Accomplished Software Development Technician with 7+ years of experience in tier-2 technical support, troubleshooting, unit testing, and debugging complex software issues. A solid educational background, reinforced by a Bachelor's Degree in Software Engineering complements a strong desire and passion for resolving all customer escalations and completing projects within given deadlines. Excellent communication and a strong analytical mindset facilitate effective collaboration with cross-functional teams. Committed to collaborating and achieving project success in fast-paced IT environments. EMPLOYMENT HISTORY

Jun 2020 — Apr 2025 Software Developer Technician, Sedgwick Memphis

• Delivered excellent tier-2 support for client escalations, contributing to a significant 33% reduction in client escalation ticket counts within six months.

• Collaborated with cross-functional teams to successfully implement a user interface tool for configuration team, allowing configuration for two way text functionality without developer support.

• Trained new colleague on best practices in software testing, debugging, and customer support, earning him a customer service award within a month.

• Collaborated with teams to design and implement an API for cross-functioning systems, successfully reducing examine workload by 50%.

Apr 2017 — Jun 2020 Applications Associate, Sedgwick Memphis

• Imposed a significant reduction in client escalations and tickets within one month by promptly resolving issues and confirming with customers before closing tickets.

• Successfully design, code, and unit test SMART developer team projects, including adding bookmarks to templates, creating rules, and adding filters to the rules.

• Completed an urgent project within two week deadline by creating a bookmark which pulls the claimant's preferred name on all SMART correspondence templates.

• Created a monitoring script that checks every hour for delays in correspondences and sends a report and email to leadership if any are found.

Jun 2016 — Apr 2017 Applications Trainee, Sedgwick Memphis

• Obtained knowledge in Sedgwick's IT processes such as software development life cycle, while also gaining knowledge of the business processes.

• Enhanced skills in required Progress 4GL programming language to effectively perform task execution and create a reduction in client escalations.

• Designed several process flow charts and data diagrams of cross functional system processes after two months.

• Assisted Quality Assurance team with troubleshooting software issues on numerous test servers in different environments, contributing to overall software quality. EDUCATION

Jan 2011 — Jan 2015 Bachelor’s Degree in Software Engineering & 3.56, University of Phoenix

SKILLS Problem Solving, Critical

Thinking

Technical/Customer Support

Software Quality Assurance

Software Testing/ Software

Debugging

Progress 4GL, Bash, JavaScript,

SQL

Cloud Computing, Network

Security, Distributed Systems,

Data Warehouse

Windows, Linux/Unix, Chrome

OS

Contact this candidate