Michel Sousa

• An active member of an internal development team building proprietary Appian solutions for the Appian App Market. • Responsibilities include: Story grooming and estimating Appian SAIL and Process Model design MySQL database table design and maintenance Peer coding reviews Testing and validation of working software

• Created desktop and web applications using Java, PHP, Bootstrap, HTML, and a PostgreSQL database, which are utilized by 30 users to manage shipping and financial processes; including sending proposals, invoices, and bookings via email; generating monthly financial reports; tracking monthly financial balances based on shipping transactions and cash flow; and notifying users when deadlines are approaching • Led requirements gathering sessions with key users of the applications to establish minimum viable products throughout development; conducted system demos to ensure products met specifications • Integrated the application with an API from the Brazilian Central Bank to retrieve the current exchange rates to generate and send invoices to clients • Established role management and permissions for three user roles, allowing access to be granted/terminated and certain actions and reports to be restricted • Created a dashboard of progress reports and graphs against monthly sales goals as well as a calendar to display payment due dates • Created a survey sent to 250 clients to gather feedback on customer satisfaction; resulted in the company establishing a service level agreement for email response time to address a customer complaint • Conducted manual functional testing of both desktop and web applications • Facilitated training sessions to demonstrate system functionality to users • Implemented transaction logging for troubleshooting of production support issues, which helped identify and resolve misuse of the system • Established a backlog process for prioritization of system change requests to manage expectations for enhancements

Managed relationships with approximately 10 clients; generating shipping quotes for incoming queries, ensuring the shipment process ran smoothly and on-time, and resolving any issues with shipments, invoices, quotes, etc.

Provided technical assistance and support for customer-questions and issues related to computer systems, software, and hardware; attending to needs by both phone and in-person

· Customized business processes and databases within the SGT transport management system, using Visual Basic and SQL Server 2008 · Deployed the SGT transport management system on new clients’ servers · Trained end-users on deployed module · Provided technical support and troubleshooting services to end-users for hardware and software issues, both by phone and in-person, and escalated cases to tier 2 support when needed