• Developed scalable enterprise-level applications using C# and Entity Framework, implementing code-first and database-first approaches, optimizing data access performance, and ensuring seamless integration with SQL Server and other backend systems.

• Created and optimized stored procedures, triggers, and functions in SQL Server to manage conversation logs, user preferences, and resolution data. These backend improvements improved query performance by 35%, enabling faster data access for analytics and reporting.

• Developed a chatbot using Microsoft Bot Framework integrated with LUIS to automate customer interactions, including FAQs and ticket creation, via Skype for Business. Enabled real-time support across three regions, resulting in a 40% reduction in Tier-1 support volume and a 60% improvement in response time.