Mark Drew Email & Phone Number

Springfield, Virginia, United States

Built and led multiple fully remote, globally distributed high-performing support teams, providing 24-hour support for multiple software product lines for hundreds of embedded analytics web-application-team customers around the world.Collaborated with cross-functional teams in account management, technical account management, sales, and professional services to ensure customer success and deliver upwards of a 90% customer retention rate for ~$40 million of annual recurring revenue license sales during continual changes to support team staffing, organizational structure, and technical infrastructure.Supported SaaS-deployable products included: Logi Info web analytics platform, Logi Self Service Reporting Module (similar to Sisense, Power BI, and Tableau), Logi Ad Hoc self-service reporting, Logi DataHub (using Infobright or Vertica data stores), Logi Discovery, Logi Application Service and Logi Data Service, Logi Composer, Logi ETL, Logi Predict (R-based predictive analysis and machine learning), JReport

Mclean, Virginia, United States

Led, mentored, and enabled a globally distributed support team providing support for multiple software product lines for hundreds of embedded analytics web-application-team customers around the worldRecruited, interviewed, trained, and mentored new team membersRemoved blockers for support engineers for case resolution and handled support case escalationsDeveloped metrics to monitor and improve support team performanceLogi Analytics Employee Excellence Award winner for 2020

Mclean, Virginia, United States

Resolved high priority or complex cases for high-value accounts and collaborated with more junior team members to help in resolving more complex issuesLogi Analytics Employee Excellence Award winner for 2017Resolved a variety of different support case types, including the following:- Issues with developing application code for the customer’s embedded analytics web applications developed on the Logi Analytics platform- Issues with embedding Logi web applications in the customer’s parent web application- Performance issues, possibly due to: slow querying or data retrieval, server resource constraints, web application server issues, network issues, browser issues, and others causes- Production outages- Intermittent issues which occurred only in customers’ production environments - Load balancing and network issues in customers’ deployment environments- Deployment issues in customer environments, which could be Windows Server / .NET / IIS or Java / Linux with Tomcat or Wildfly- Issues with customization introduced by the customer either on the server side with complied plugin code, with custom server configurations, or on the client side with JavaScript, HTML, and CSS- Scheduled report failures

Mclean, Virginia, United States

Worked with the customer’s development and product management teams in over 100 different companies and organizations in software, healthcare, finance, government, education, telecom, transportation, insurance, logistics, manufacturing, law enforcement, and other industries to architect and implement analytics solutions developed with the Logi Analytics web platform, then embed the solution(s) in the customer’s existing web application(s) Served as team lead on multiple customer projects using agile development methodologies to manage requirements, distribute work among team members, communicate status to the customer, and manage expectations, while keeping the deliverable on time and and on budgetWorked cross-functionally with internal stakeholders at Logi Analytics in sales, account management, product support, product management, and product engineering to ensure customer successDelivered multiple statements of work at the same timeWorked with the customer to query data from diverse data sources including SQL Server, PostgreSQL, MySQL, Oracle, Vertica, Infobright, RESTful web services, and others into Logi products, then developed presentation layers for customer data with dashboards, charts, tables, and scheduled reports in Logi products and customized the output with JavaScript, HTML, and CSSDesigned, wireframed, and developed presentation layers for customer data with dashboards, charts, tables, and scheduled reports in Logi products’ XML definition files and customized the output with JavaScript, HTML, and CSSCreated multi-tenant security models for the client’s data for both object-level and row-level data securityDeveloped, delivered, and maintained an ETL and self-service reporting and analytics solution for data from Library Management System (LMS) software for multiple customers

Arlington, Virginia, United States

Worked as part of a development team on the United States Postal Service (USPS) electronic Facility Management System (eFMS)USPS Technical Excellence Award winner

Alexandria, Virginia, United States

Performed business analysis, web design, development work, and project leadership on over twenty web applications for federal government and private industry clients