John R. Carlson

14312 Compton Village Drive Centreville, VA 20121

(703) 731-5728 – jcarlson28@gmail.com

Experience: MicroStrategy – Tysons, VA March 2015 - Present

Enterprise Security Support Engineer

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

Training of 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 to

present

Led worldwide tech support in cases taken from Q1 2014 - Q4 2014 and Q2 2015, currently having taken the 10th most

cases in the history of the company after only 2 years

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

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

Averaged 99.6% of Quarterly Bonus Objectives over 9 reviewed quarters

Developed and implemented various skills to assist in customizing customer mobile applications, including making

custom API calls and editing JSON language to reskin applications

Oak Tree Life Brokerage – Chantilly, VA Oct 2010 – May 2013

Case Manager

Recognized as team lead by proactively taking on the responsibilities of the Processing Center Manager,

who stepped down in March 2012

Developed case management skills, handling 150-210 life insurance cases per week (leading the

Processing Center for the majority of my tenure)

Established dedicated relationships with high level office principals and new points of contact,

specializing in the onboarding of new customers and the management of high priority/difficult

brokerages

Created and generated weekly and monthly production reports, performing in-depth data analysis to

track profitable cases and case management efficiency within the department

Database management, including data entry, report creation, data analysis and quality control

Developed a deeper knowledge of report production and data management

Practical Computer LLC – Springfield, VA June 2002 – Nov 2006

Sales Representative

Developed an initial basic knowledge of using, building, and repairing computer hardware

Provided initial troubleshooting support for customers encountering basic hardware and software issues

Managed and maintained the sales floor, by implementing successful strategic sales practices, averaging

around $2,000 in sales daily

Trained new sales representatives with an emphasis on sales techniques and software/hardware knowledge Notable Skills

Knowledge of MicroStrategy BI and mobile products, JSON, API and basic SQL queries Proficient in MS Excel, PowerPoint, Access, Word and various database software Knowledgeable of computer hardware, software and peripherals Successful sales and customer service record across multiple industries Bachelors of Science (Religion); Minor Business; Master of Arts – Theology Learned leadership, presentation, and training skills teaching undergraduate courses

References Available Upon Request