EXECUTIVE SUMMARY

Experienced technical engineer across BI and industrial M2M and IoT fields, specializing in customer relations and technical writing with a training and teaching background. Desire to utilize technical knowledge, customer service skills and leadership to assist a technical company as a technical lead and customer liaison.

WORK EXPERIENCE

Orbcomm Inc. Sterling, VA

Field Application Engineer (6-month contract) June 2017 – present

Perform extensive antenna, satellite modem, and M2M/IoT device testing, including spectrum analysis, comparison testing, and product evaluation to assist product management with decision making

Technical writing of lab comparison tests, device instruction materials, and presentations of findings for future use by product management

Troubleshooting of technical issues with lab and testing equipment, working as a liaison for Orbcomm with various companies for product evaluation

Major/Notable Projects Completed Over the Last 48 months, Orbcomm/Microstrategy

Performed requisite technical testing for and composed a customer-facing comparative antenna guide to provide customers with a basic education of antenna physics along with mathematical performance details of available products

Assisted VP of Technical Services by testing multiple Sigfox hardware devices, leading the dialogue about a possible integration of Sigfox’s network and back-end with Orbcomm customers’ devices

Led a team of five technical engineers by training them to support and troubleshoot issues related to MicroStrategy’s security platform, including (but not limited to) command line Linux installation, database back-end, and application front-end issues, running weekly meetings and managing workload

Acted as the sole escalation contact for MicroStrategy support for all escalated Usher Security cases

Assisted with on-site implementation of Usher Security product at Georgetown University, providing both support/maintenance for systems and assistance to students in implementation/usage

Responsible for extensive technical writing, including customer facing troubleshooting documentation, employee training documentation, and testing analysis of various hardware devices

MicroStrategy Incorporated Tysons, VA

Enterprise Security Support Engineer March 2015 – June 2017

Promotion to take on further responsibility of expanding support structure and processes for Usher Security, along with now providing Tier 3 support with direct communication and planning with technology for Usher Security product

Organized technical documentation, troubleshooting, and training materials to provide scalability for product support

Represented support in high-level meetings in order to plan for the growth and scalability of Usher product among all teams (technology, marketing, sales, support)

Assumed responsibility for product infrastructure for physical access at MicroStrategy HQ

Trained new Tier 1 engineers to take over processes and procedures for BI platform

Application Support Engineer May 2013 – March 2015

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 Business Intelligence platform

Developed efficient troubleshooting skills, leading the Application Support team in case resolution time from Q1 2014

Led worldwide tech support in cases taken from Q1 2014 - Q4 2014 and Q2 2015, finishing in the top 10 of cases taken in the history of the company

Assisted team lead in developing support processes, documenting procedures, and training new Application Support Engineers, and assisted with continued management of the Application Support team in the absence of several leads

Crafted useful technical documentation for customer and internal access to assist in troubleshooting of known application issues, providing useful workarounds

Led meetings with technology and contributed to meetings with legal, marketing, sales and technology to further develop and better support available products

Developed and implemented various skills to assist in customizing customer mobile applications, including making custom API calls and editing JSON language to reskin applications

Averaged 99.6% of Quarterly Bonus Objectives over 9 reviewed quarters

Oak Tree Life Brokerage, LLC Chantilly, VA

Case Manager 2010 – 2013

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

Practical Computer, LLC Springfield, VA

Sales Representative 2002 – 2006

Managed and maintained the sales floor, acting as an initial contact for software and hardware troubleshooting, along with training new sales representatives for a small computer repair shop

Notable Technical Skills

Proficient in all Microsoft Office products and all Microsoft and Apple operating systems

MicroStrategy Certified for all MicroStrategy BI products (web, mobile, security, server)

Knowledgeable in basic SQL, basic HTML, database, JSON, API, networking, Cloud, web/mobile software and applications, security infrastructure and applications, along with various other technical fields

Knowledgeable of satellite M2M and IoT communication technologies, both hardware and software

Currently training in Ruby coding and considering future certifications in Cyber Security

Notable Soft Skills

Experienced technical writer

Successful sales and customer service record across multiple industries

Learned leadership, presentation, and training skills teaching undergraduate courses

Education

Gordon Conwell Theological Seminary

Master of Arts, Theology

South Hamilton, MA

Class of 2010

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