• Work experience
  • June 2015 - April 2017

    Senior Platform Support Engineer & Technical Account Manager at Netuitive

    Netuitive is a full-stack monitoring solution built on machine-learning for smart alarms, cost reports, and tool consolidation.

    • 100% customer satisfaction survey responses across all tickets.
    • Entperise: configuration, maintenance, and growth for an on-premise version of the Netuitive Platform. Coded in Java and Groovy, support required code-level access and review to troubleshoot and resolve performance and defects.
    • SaaS: A dockerized AWS continious delivery platform consuming hundreds of millions of data points a minute. Required knowledge and troubleshooting of Cassandra, Postgres, Java, Ruby, Python, Javascript, Diamond, CollectD, and RabbitMQ. Managed via Confluence, JIRA, BitBucket, Stash, Chef, Salt, Ansible, and Github.
    • Served as a Technical Account Manager for prospective customers. Conducted live product demos, technical evaluations, integration configuration, trial period support, on-call checkins, and technical assistance to the sales team.
    • Traned all incoming sales employees and general staff on a two-week crash course on AWS and general IT concepts.
    • Migrated ticketing system from Parature to Zendesk, integrating with Slack, JIRA, and SalesForce.
    • Wrote custom deployment scripts for Salt and AWS ElasticBeanstalk, managed through Github.
    • Created self-service documentation, training materials, and presentations to help grow prouct adoption
  • September 2013 - June 2015

    Premium Support Lead Engineer at MicroStrategy

    MicroStrategy is a business intelligence platform for Enterprise, Cloud, and Mobile applications. Premium Support is the highest-tier available, comprising of teams of dedicated engineers to support MicroStrategy's most valuable and complex customers. The Premium Support lead is responsible for a dozen Engineers, their customers, and MicroStrategy business objectives.

    • MicroStrategy Certified Engineer (Platinum), including Engineer, Platform Administrator, Project Designer, and Report/Document Developer.
    • Led a team of 8-10 Premium Support Engineers, dedicated to maintenance and improvement of high-profile customers and complex MicroStrategy suite infrastructure
    • Lead and organized ad-hoc 24-7 response teams for critical customer fires and strategic account responsiveness
    • Mentored new Premium Support Engineers and conducted weekly employee 1-on-1s for personal career guidance
    • Performed frequent on-site support visits for critical infrastructure upgrades and account reviews.
    • Conducted demonstrations and trials of Premium services to prospective customers, which helped enrollment to the higher service plan.
    • Built trust and customer delight with customer administrators and executive leadership.
    • Designed and executed a restructuring of the Premium Support offering, which succeeded to reduced interactions with escalation resources by 80% per quarter. Improved consistency of engineer availability and knowledge transfer. Created new career paths and seniority.
    • Created the proof of concept workflow and coded webhook calls/endpoints for transactions on the MicroStrategy Support Mobile App (iOS)
    • Increased MicroStrategy-wide visibility of customer configurations through a centralized Version Matrix system to track customer infrastructure.
    • Drafted the “Actionable Intelligence Report” documentation system to identify actionable opportunities via site visits for revenue growth
    • Composed and edited technical articles and blogs with technical solutions/expositions, with videos, as well as product manual addendums.
  • January 2011 - September 2013

    Senior Premium Support Engineer at MicroStrategy

    MicroStrategy is a business intelligence platform for Enterprise, Cloud, and Mobile applications. Premium Support is the highest-tier available, comprising of teams of dedicated engineers to support MicroStrategy's most valuable and complex customers. Premium Support Engineers are responsible for the entire casework for up to 6 premium customers. Comprising of site visits, executive meetings, tight SLA requirements, and 24x7 upgrade support.

    • MicroStrategy Certified Engineer (Platinum), including Engineer, Platform Administrator, Project Designer, and Report/Document Developer.
    • Provided comprehensive support for MicroStrategy’s Business Intelligence product suite and its underlying technologies
    • Served as a Technical Support Engineer on the Server team, which focused on data warehousing, server performance, stability, upgrades, and authentication. Held this role for 7 months before transferring to the Premium Support team.
    • Tasked as the dedicated engineer for up to 6 concurrent customers and established productive relationships with customer administrators and management
    • Developed strong relationships with MicroStrategy customers and partners through daily interactions during customer project development and production system maintenance
    • Engaged directly with developers of MicroStrategy product lines to advocate for customer interests and issues.
    • Found creative and sophisticated solutions to problems reported while using MicroStrategy’s product suite through analytical talent and strong troubleshooting techniques
    • Contributed to research and growth of the MicroStrategy Knowledge Base by creating customer-facing documentation and technical articles
    • Frequent travel and onsite engagements with customers, for both upgrade support and emergency responses.
  • August 2008 - December 2010

    Technical Consultant at Virginia Tech - University Computing Support

    University Computing Support, also known as '4HELP,' proivdes students, faculty, and staff with on-call support for all topics. The summer program 'Get Connected' works with incoming freshment to orient and connect them to the Virginia Tech network and onboard them on online services.

    • Second-level IT service for tudent, faculty, and staff
    • Areas of support: Internet connectivity through on-campus Ethernet, the Virginia Tech Modem Pool, wireless access, campus websites and registrations, LISTSERV, filebox storage, custom VT software, and Exchange.
    • Get Connected special programs: Team Member, 2008, Team Leader 2009, and Staff 2010
    • Coordinated summer programs to prepare for the “Get Connected” fall move-in: recruitment campaigns, interviews, presentation writing, material purchasing, marketing, and budgeting.
    • Presented the computer network orientation to over 18,000 freshmen and their families over multiple Fall Orientation sessions
    • Recorded video commercials, prepared recruitment material, advertisements, and presentations to organize and lead in the Get Connected programs.
  • August 2007 - May 2009

    Clerk at Virginia Tech Services, Inc.

    Virginia Tech Service's on-campus bookstore, working in the Textbook department.

    • Data entry and inventory management of the textbooks department.
    • Redesigned and implemented a revised Textbook Reservations system to reduce floor space requirements by 50%, improving both workflow and customer safety.
    • Introduced reservation location logging system that drasticly reduced customer wait times.
    • Created floorplans, maps, and signage for the partitioning of the department to redistribute shelving and guide customers.
    • Volunteered to represent Virginia Tech Services at Fall Orientation, football games, and other special events.
  • June 2004 - June 2005

    Consultant at Sean McClanahan Consulting

    Sean McClanahan Cosulting offered small business and personal computing services.

    • Physical installation and configuration of network cables, switches, firewalls, and file servers.
    • Provided outcall desktop support and installation.
    • PHP website integrations: market basket, content management, SSO Windows authentication.
    • Provided graphic and website design for local small businesses.
  • May 2002 - September 2003

    Technical Support Respresentative at Visuallink Telecommunications, Inc.

    Visuallink is a local internet service provider, at the time offering dial-up, satiellete, and ISDN network services.

    • Resolved technical problems in a very small team environment.
    • Troubleshoot DNS, TCP/IP, Modem, and Wireless end-user issues
  • Volunteer
  • January 2016 - Current

    Treasurer at Long Branch Creek Civic Association

    Long Branch Creek Civic Association is apart of the Arlington County and Arlington Civic Federation for community outreach and advocacy. The Civic Associations promote the general welfare of Arlington County and vicinity in a non-partisan, non-sectarian, non-sectional, and non-political manner

    • Elected unanimously as Treasurer on January 2016 for a one-year term, re-elected in 2017 for an additional term
    • Coordinate Civic Association reimbursements, payments, and bookkeeping
    • Attend and coordinate Executive Board meetings and Civic community quarterly meetings
  • September 2016 - Current

    Low-Income / NSA Representiative at Arlington County Community Development Block Grant Citizens' Advisory Committee (CDCAC)

    The Community Development Citizens Advisory Committee (CDCAC) reviews grant requests, evaluates programs and makes recommendations to the County Board for the use of federal Community Development Block Grant and Community Services Block Grant (CDBG) funds. The Committee also advises on the development of the annual Community Development program as part of Arlington’s five-year Consolidated Plan

  • April 2016 - Current

    Greeter at Honor Flight DCA

    Volunteer to greet veterans as they arrive at DCA. This organization proviced free travel to groups of veterans in order to see their momuments before its too late.

  • Member at Phi Alpha Theta History Honors Fraternity

  • Member at Phi Theta Kappa International Honors Society

  • Awards
  • April 2012 Netuitive

    Bake-Off Champion

    Norweigian Almond Cake

  • March 2012 MicroStrategy

    MicroStrategy Support Employee of the Quarter

    Awarded for excellence in Q1 2012

  • October 2012 MicroStrategy

    MicroStrategy Support Employee of the Quarter

    Awarded for excellence in Q3 2012

  • Multiple College of Liberal Arts - Virginia Tech

    Dean's List

    Fall 2008, Spring 2010, Fall 2010

  • September 2001 18th US Army Security Agency Field Station

    Letter of Commendation

    Letter of Commendation (Citation) from Lt. Commander R.E. Maguire (USN), Commanding Officer of 18th US Army Security Agency Field Station, Germany, for contributions to the base during Eagle Project.

  • September 2001 Boy Scouts of America

    Eagle Scout

    Troop 312, Bad Aibling, Germany. Eagle Project: Restoration of all public parks on US Army Security Field Station in Bad Aibling. Order of the Arrow.

  • Skills
  • Cloud Operations

    AWS EC2 AWS IAM AWS ElasticBeanstalk Salt Github Docker Kibana Vagrant

  • Business Intelligence

    MicroStrategy Intelligence Server MicroStrategy Mobile MicroStrategy Web Server MicroStrategy Metadata SQL Tableau

  • System Administration

    SQL Windows Server CentOS Redhat Ubuntu Active Directory Bash

  • Performance Monitoring

    Diamond CollectD CloudWatch StatsD

  • CRM

    Salesforce Zendesk Support Central BMC Remedy

  • Interests
  • Gaming

    Rocket League War Thunder

  • Homebrewing

    Two-stage fermentation Kegging Forced Carbonation

  • Languages
  • English Native speaker

  • German Beginner

  • References
  • Mark is conscientious, diligent, thoughtful, detailed-oriented and professional. These personality traits allow him to maintain a perfect 100% customer satisfaction on every interaction with prospects and customers over two years running. His technical proficiency combined with polished customer relationship management skills, and flawless follow-through have made him a reliable resource for our users throughout the sales cycle starting from a first demo in the pre-sales stage, and continuing through their subscription and renewals. He always responds favorably to requests for help as he did when he took on the task of creating a technical training curriculum and use it to personally and patiently train our entire sales team. His work ethics, collaboration style and teamwork have earned him the respect of all of his colleagues including myself.

    Bob Farzami, CEO and Founder, Netuitive
  • Mark is a multi-dimensional Senior Platform Support Engineer who does an expert job of striking that rare balance between customer advocacy, and managing and shaping the customer’s expectations to align with the company’s priorities. He is both technically proficient and an excellent communicator. Mark led the successful replacement of our customer service support and ticketing platform as one of his first projects and Netuitive, significantly enhancing and modernizing our capabilities, while streamlining our processes. Last year Mark was tasked with adding Technical Account Manager to his title and workload, providing pre-sales engineering support to our sales team and customer prospects, a role he has taken on with full enthusiasm and much success. I would highly recommend Mark for any position that would allow him to apply his wide-array of talents.

    Hunter Louis, CFO, Netuitive
  • Mark has a passion and mature skill set to support customers. I have been managing Mark for the last two years at Netuitive. He always receives 100% satisfaction ratings from our customers and that is not an easy accomplishment. We have many customers with very complex environments and requirements. Our support team provides a high level engagement with these customers at more of a consulting level. Mark brings that right mix of technical skills and care for the customer’s success. He also does a great job coming up with creative and new ideas to help our customers. I would highly recommend Mark for any senior level support engineer role.

    Jason Simpson, Vice President, Netuitive
  • Mark and I worked together on the Support Team at Netuitive. He is an absolute pleasure to work with. He's knowledgable in many areas and always willing to put forth that expertise to solve the issues put in front of him. Team player all around!

    Ryan Clagett, Platform Support Engineer, Netuitive
  • I worked with Mark for about two years primarily in resolving customer issues that involved the performance of our anomaly detection algorithms. Mark was an excellent customer advocate and consistently make the effort to completely understand often very complex analytics so that he could either help me chase down a problem as well as ensure that the customer had all that was needed to resolve the issue. I would not hesitate to place my most important customers in Mark's capable hands.

    Elizabeth Nichols, Chief Data Scientist, Netuitive
  • Mark has been an excellent employee for us. He is punctual, reliable, works on an issue until it is resolved and is a pleasure to work with. His strengths include his ability to work well with others and empathize with users and their situations. He has also shown leadership qualities as a summer staff employee. I only wish all of my student employees were as good as Mark. I can only give him my highest recommendation.

    Joyce Landreth, Assistant Director, Virginia Tech
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