Accomplished IT Software Development Technician

Markell Trotter, Software Development Technician

**** ********* *****, **** ****, MS, 38637, 901-***-****, ****************@*****.*** LINKS LinkedIn

PROFILE Dynamic Software Development Technician with 9 years of experience in help desk and tier-2 technical support, dedicated to enhancing software quality and elevating client satisfaction. Demonstrating a strong aptitude for troubleshooting, testing, and debugging complex system issues, while contributing to collaborative efforts across cross-functional teams. Possessing a Bachelor's Degree in Software Engineering and a robust skill set in analytical thinking and technical support, committed to driving impactful solutions and reducing client escalations effectively. Always striving for excellence, with a proven track record of fostering improvements in operational processes. EMPLOYMENT HISTORY

Jun 2016 — 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%.

• 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.

• 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 Analytical Thinking

Technical/Customer Support

Software Quality Assurance

Software Testing/Debugging

Progress 4GL, Bash, JavaScript,

SQL

Cloud Computing, Network

Security Distributed Systems,

Database Programming, Data

Warehouse, Toad, Putty, SoapUI,

Visual Studio, Tier-2 Application

Support

Windows, Linux/Unix, Chrome

OS

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