SUMMARY:

• Experienced software and hardware technical engineer across Business Intelligence (BI), Machine to Machine (M2M), and Internet of Things (IoT) fields, specializing in customer relations, technical writing, training and teaching.
• Desire to utilize technical knowledge, customer service skills and leadership to assist a technical company in a support, technical lead, technical writer, or customer liaison role.
• MicroStrategy Certified Developer (MCD) for all MicroStrategy BI products (web, mobile, security, server)
• Knowledgeable in basic SQL; basic HTML, database; JSON; API; networking; Cloud; web/mobile software, servers, and applications; and security infrastructure and applications; Agile development and testing in Development, Stage and Production
• Knowledgeable of satellite M2M and IoT communication technologies, both hardware and software
• Proficient in all Microsoft Office products and all Microsoft and Apple operating systems, along with low - level Linux Command Line experience
• Currently training for AWS certifications
• Extensive public speaking and presentation experience in teaching and professional environments, including leading a podcast over 3 years
• Experience running social media for technical support as well as for my own company
• Successful sales and customer service record across multiple industries
• Learned leadership, presentation, and training skills teaching undergraduate (Valley Forge adjunct professor in 2010)

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Business Analyst

Responsibilities:

• Led Agile sprints for the migration of SEC reports from SAP Busines Objects XI (BOXI) to MicroStrategy Enterprise BI, including leading client meetings, assessing business needs, and troubleshooting technical issues
• Performed testing on resulting migrated data in Development (DEV) and Stage (STG) environments
• Produced technical documentation for SEC use, including user training guides, requirements packages, and technical analysis of migration efforts
• Technologies used: SAP BOXI, MicroStrategy, Microsoft Vizio

Confidential

Managing Partner/Co-Host

Responsibilities:

• Content writer and co-host of a growing weekly podcast on Twitch, iTunes, Stitcher, Google Play, and YouTube, along with additional live event commentary and interviews
• Focused on educating listeners of all experience levels concerning a technical explanation and historical analysis of video game glitches and tricks
• In charge of social media, community management, and marketing/sponsorship acquisition, and assisting in web design
• Technologies used: RSS, audacity, Logic, website built on Node.js

Confidential

Field Application Engineer

Responsibilities:

• Assisted product management by performing extensive antenna, satellite modem, and M2M/IoT device tests including spectrum analysis, comparison testing, and product evaluation
• Composed internal and customer-facing documentation, including guides for device usage, test result analysis, and education on satellite physics
• Troubleshooting of technical issues with lab and testing equipment, involving software, hardware, and network troubleshooting
• Assisted VP of Technical Services by testing multiple Sigfox hardware devices, leading the dialogue about a possible integration of Sigfox’s network and Orbcomm back-end
• Technologies worked with: RS-232; RF; Sigfox; OG2 Orbcomm protocol (satellite modem); BLE; Linux Command Line; HTTP, FTP, Telnet, SMTP, and DNS

Confidential

Enterprise Security Support Engineer/Technical Support Engineer

Responsibilities:

• Promotion to act as the sole escalation contact for MicroStrategy support for all escalated Usher Security cases
• Led a team of five technical engineers by training them to support and troubleshoot the product, including weekly meetings to monitor cases and provide instruction
• Acted as the product liaison for worldwide technical support in weekly meetings to plan for the growth and scalability of the Usher product among all teams (technology, marketing, sales, support)
• Assumed responsibility for product infrastructure for physical access at MicroStrategy HQ
• Diagnosed customer and internal technical issues with MicroStrategy web and mobile products concerning installation, upgrade, report and document creation, maintenance, clustering, caching, and distribution in single node and clustered environments for Windows and Linux based environments
• MicroStrategy BI - tier 2 support
• Usher Enterprise Security - tier 3 support
• Organized extensive technical documentation on a quarterly basis, including customer-facing technical documentation, internal troubleshooting guides, and engineering training materials
• Technologies used: MicroStrategy BI, XML, SQL server, IIS, Tomcat, Wireshark, Linux Command Line, VMWare, iOS, Android, AWS, Salesforce, javascript

Confidential

Application Support Engineer

Responsibilities:

• Provided Tier 2 support for three MicroStrategy mobile applications (Usher Security, Alert Commerce, Wisdom Analytics) as well as basic Tier 1 support for MicroStrategy’s BI platform
• Developed and implemented various skills to assist in customizing customer mobile applications, including making custom API calls and editing JSON language to re-skin applications
• Quarterly contributed to our customer-facing knowledge base with technical writing for software issues, along with assisting the team lead with employee training documentation and developing support processes for new products
• Developed efficient troubleshooting skills, leading the Application Support team in cases taken and case resolution time in several quarters, averaging 99.6% of quarterly bonus objectives over 9 reviewed quarters
• Led meetings with technology and contributed to meetings with legal, marketing, sales and technology to further develop and better support available products
• Assisted with on-site implementation of Usher Security product at Confidential, providing both support/maintenance for systems and assistance to students in implementation/usage
• Technologies used: API, JSON, Facebook integration, mobile application deployment, Android, iOS

Confidential

Case Manager

Responsibilities:

• Worked as a dedicated liaison for high-priority brokerages, leading my department in volume by handling 150-200 life insurance cases per week, accompanied by new customer onboarding and employee training
• Developed weekly and monthly production reports to track profitable cases and increase inter-departmental efficiency