Michael Labuda Resume

Experience

Bastian Software Solutions | 01/2020 – Present

Access client databases to analyze and resolve issues efficiently.
Implement and optimize remote monitoring tools to improve system visibility.
Develop SQL scripts to diagnose and resolve database-related issues.
Communicate complex technical concepts in clear terms to non-technical users.
Address support requests and guide end users through effective troubleshooting steps.
Evaluate user issues using test scripts, domain expertise, and detailed questioning.
Collaborate with developers to resolve post-release bugs and assist with patch deployments.
Maintain thorough documentation of interactions and issue resolutions.
Ensure client satisfaction by following up after resolution of reported problems.
Expand the internal knowledge base with accurate and detailed support documentation.

Led and coordinated bug fix deployments across development, testing, staging, and production environments.
Developed comprehensive release plans including rollback and contingency strategies.
Created custom datasets to replicate and analyze customer-reported issues.
Conducted detailed technical risk assessments and engaged stakeholders in mitigation planning.
Ensured adherence to change management and release policies during all phases of deployment.
Resolved version compatibility issues and maintained software deployment integrity.
Composed release notes, tracked known issues, and captured key takeaways for future improvements.
Escalated deviations from release plans and facilitated resolution reviews with management.
Monitored application performance post-deployment and addressed newly surfaced issues swiftly.
Provided supplemental QA support to ensure pre-release reliability.
Documented all client-reported issues within internal tracking systems.
Built and sustained collaborative relationships across internal teams and external stakeholders.
Handled advanced escalations passed from Software Support and QA teams.

Authored SQL scripts to support data troubleshooting and validation efforts.
Assisted with the deployment of software patches and updates across client systems.
Resolved Tier 1 escalations by conducting root cause analysis and providing timely solutions.
Collaborated with cross-functional teams to address high-priority technical incidents.
Enhanced knowledge sharing by developing detailed troubleshooting guides and internal documentation.
Performed software testing and contributed to validation procedures during release cycles.

Translated technical concepts into user-friendly language to support clients with varying technical backgrounds.
Responded promptly to end-user requests and guided them through troubleshooting steps with patience and clarity.
Maintained high customer satisfaction by following up on support cases to ensure full resolution.
Diagnosed user-reported issues using test scripts, logs, and targeted questioning.
Collaborated with developers to identify and resolve bugs, contributing to smoother software rollouts.
Documented support activity thoroughly to enhance the team's knowledge base and enable faster issue resolution.
Created and utilized SQL scripts to support database maintenance and troubleshooting.