Mark C. Starbuck

Relevant Experience

Netuitive (2015 – Current)

Senior Platform Support Engineer

MicroStrategy, Inc. – Premium Customer Support Group (2011 – 2015)

Premium Support Lead / Senior Premium Support Engineer / Premium Support Engineer

• MicroStrategy Certified Engineer – diagnosed product defects, workarounds, and solutions
• Projects:
  • Proactively created projects to improve workflows and enrich customer/internal experiences.
  • 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.
  • Designed the workflow and coded JSON (REST API) and SQL for transactions for use by the MicroStrategy Support Mobile App (iOS).
  • Constructed and scripted a centralized Version Matrix system to track customer infrastructure versions and configuration, for faster reference.
  • 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.
• Roles:
  • 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.
  • Provided demonstrations and trials of Premium account services to multiple customers, which resulted in enrollment to the service plan.
  • Built trust and customer delight with both customer administrators and executive leadership.
• Employee of the Quarter: Q1 2012 and Q3 2012.

Virginia Tech – University Computing Support, 4HELP (2008 – 2010)

Technical Consultant / Get Connected Program Leader / Get Connected Team Leader

• Presented the computer network orientation to over 18k freshmen and their families during Fall Orientations.
• Coordinated summer programs to prepare for the “Get Connected” fall move-in: recruitment campaigns, interviews, presentation writing, material purchasing, marketing, and budgeting.
• Taught groups of technicians the basics of PC/MAC troubleshooting and relevant Virginia Tech infrastructure.
• Led teams of technicians to diagnose and repair computer and network issues in the field.

Virginia Tech Services, Inc (2007 – 2008)

Textbook Clerk, Reservations Leader, Orientation Representative

• Data entry and inventory management of the textbooks department.
• Redesigned and implemented Textbook Reservations system to reduce floor space requirements by 50%, improving both workflow and customer safety.
• Introduced customer interaction guidelines and logging to streamline Reservation identification and book retrieval.
• Created floorplans, maps, and signage for the partitioning of the department to redistribute shelving and guide customers.
• Represented Virginia Tech Services at Fall Orientation, fielding questions and taking reservations for Textbooks.
• Assistance in surge checkout lines.

Sean McClanahan Consulting, Inc. (2003 – 2004)

Consultant

• Installation and configuration of network, firewall, and file servers.
• Provided end-user desktop support and installation.
• Coded light PHP website integration: market basket, content management, Windows authentication.
• Graphic and Website Design
• Established close relationships with clients to provide personalized support.

VisualLink Telecommunications, Inc. (2002 – 2003)

Technical Support (Level 2)

• Resolved escalated technical problems in a small team environment.
• Troubleshoot DNS, TCP/IP, Modem, and Wireless end-user issues.

Boy Scouts of America (1995-2001)

Eagle Scout / Assistant Scoutmaster (2011) / Senior Patrol Leader / Sea Scout

• Eagle Scout, Troop 312 (Bad Aibling, Germany).
  • Project: Renovation of Bad Aibling Station playgrounds and parks.
• Apprentice Sea Scout, Scout Ship Viking #312 (Bad Aibling, Germany).
• Order of the Arrow, Ordeal.
• Staff Member of the 1998 InterCamp (Bad Kreuznach, Germany) an international scouting event.
• Staff Member of the 2000/2001 Golden Falcon leadership camp, providing leadership and communication classes.

Education

Virginia Polytechnic Institute and State University, Blacksburg VA (Fall 2010)

• Bachelor of Arts, History
• Phi Alpha Theta, Dean’s List
• Phoenix Award 2010
• Phi Alpha Theta

Lord Fairfax Community College, Middletown VA  (Spring 2007)

• Transferred to Virginia Tech, Sociology
• “Arsenic and Old Lace” dinner theatre, lead role
• Fairfax Forensics Team: 3rd Place in Poetry
• Phi Theta Kappa

Tools & Technologies

• Certifications: MicroStrategy Certified Engineer, 9.4.x Certification, Usher Certification.
• Tools: MicroStrategy Suite, VMWare vCloud, HTTPWatch, Fiddler, Toad, SFTP, Dependency Walker, Eclipse, Perfmon, BMC Remedy, WireShark, DeWalt.
• Operating Systems: Red Hat Enterprise Linux, Windows Server.
• Application Servers: IIS, Tomcat, WebSphere, WebLogic, Active Directory/LDAP, Java Virtual Machine.
• Languages: C++, JSON, PHP, SQL.

Honors and Recognitions

• MicroStrategy Support Employee of the Quarter, Q1 2012 & Q3 2012.
• Phi Theta Kappa International Honors Society.
• Phi Alpha Theta History Honors Fraternity.
• Virginia Tech Dean’s List for Fall 2008, Spring 2010, and Fall 2010.
• Eagle Scout (2001). Order of the Arrow. Golden Falcon certified.
  • Letter of Commendation (Citation) from Lt. Commander R.E. Maguire (USN), Commanding Officer of 18th US Army Security Agency Field Station, Germany.