Larry Carson Email & Phone Number

United States

Raleigh-Durham, North Carolina Area

Leader of the Americas support team of 23 local and remote support technicians effectively delivering technical support to Qlik customers, partners, internal Qlik teams, resulting in improvement of NPS, CSAT scores and reducing time to resolution. Change agent by constantly analyzing customers and team data for improvements to meet customer needs and.

Raleigh-Durham, North Carolina Area

• Accountable for delivery of support related interactions to Qlik customers. Ensured timely resolution of customer issues based on SLA’s and industry standards.
• While in position implemented metrics review with the team including coaching on areas of improvement for customer satisfaction based on end of transaction review from customers allowing an improvement from 74% to 94%.
• Aligned team members to work collaboratively to ensure faster resolution time of issues driving team performance to be top in the global support team in both time to resolution and customer satisfaction scores.
• Managed fast paced growth of the support team.
• Drove KCS adoption on support team to improve customer self-help with article creation for resolution of issues.
• Use of Salesforce for incident ticketing and JIRA for bug tracking and collaboration with R&D

• Accountable for providing support to internal and external customers experiencing issues with Qlik software.
• Responsible for customer interaction and working to resolve the customers issue.
• Responsible for timely resolution of customers issue, working with internal teams at Qlik in R&D, sales, pre-sales and consulting to provide timely resolution.
• Requirement of recreating the customer issue using VM and other technologies to properly troubleshoot issues.
• Use of Salesforce for ticket tracking, JIRA for bug submission to R&D.
• Responsible for meeting customer SLA’s.

• Coordinated with sales team on Requests for Proposals and the specification of technical implementation schedules for all software and related hardware.
• Assumed management responsibility for all day-to-day activities on projects, including the documentation of progress, conducting of daily budget analyses, troubleshooting of issues, and generation of project solutions.
• Conducted business analysis in collaboration with clients to ensure efficient software installation and server configuration of new management systems.
• Executed on-site training with an emphasis on long-term customer satisfaction and exceptional client support.
• Used Microsoft Project to track all customer projects
• Reduced project time for customers by 3 months by streamlining the required process and enabling tasks to be run in parallel.

• Educated end-users on use and service of Fire Records Management system and peripheral products.
• Oversaw all aspects of project implementation from delivery of software to training and user support.
• \Conducted on-site instruction for technical and operational classes to customers. Documented all aspects of customer training for client-specific installations of new management systems by maintaining exceptional.
• Provided performance and security management of hardware and software instances for in-house servers related to the distributed computing environment within the company.

• Maintained and managed the mission-critical Public Safety Network for the city, including CAD, RMS, backups, and disaster recovery.
• Evaluated and provided recommendations on all network hardware and software. Integrated short-term projects into long-term, strategic plans.
• Evaluated and trained personnel on use of software and hardware to maximize productivity and efficiency.
• Provided high levels of technical support, troubleshooting of network and workstation problems, and personal service to users by utilizing exceptional industry knowledge.

Position is responsible for all aspects of emergency apparatus operations and responsible for safe and timely responses to emergency calls. Position responsible for delivery of Advanced Life Support medical care for residents and visitors to the city requiring medical attention, was team lead on emergency medical calls as ranking medical personnel on.

Systems Administrator for Fire Department FRMS and Police Department CAD, RMS, desktop help desk, software support.

Edgewater Florida US; Operations officer for combination Fire Rescue Department. Responsibilities included but were not limited to, Incident Command, Staffing, Emergency Response, Equipment Maintenance, Scheduling and Training.