Websites
Summary
Overview
Skills
Education
Work History
Software
Part-Time Jobs
Honors and Awards
Languages
Interests
Work Preference
SeniorSoftwareEngineer
John Karl Dusenbery

John Karl Dusenbery

Chicago,IL

Summary

Results-driven Software Support Engineer with extensive experience in B2B support and root cause analysis. Proficient in managing support operations using a variety of ticketing and bug-reporting systems, with a strong commitment to resolving issues efficiently and effectively.

Demonstrated expertise in SDK integration and API support for mobile and web applications.

Skilled in technical writing, project coordination, and customer education, with a proven ability to thrive in both remote and desk-side environments.

Overview

19
19
years of professional experience
5
5

Years of undergraduate education. Pursuing a BS. in Engineering

Skills

  • Application support
  • Software Installation
  • Debugging
  • Technical Writing
  • Project Coordination
  • Project Management
  • Customer Education
  • Customer Support

Education

Bachelor of Science - Computer Engineering

National University
10.2024 - 05.2027

Bachelor of Arts - International Studies

Hope College
Holland, MI
12.2009

Certificate - Android Development Basics

Udacity
06.2019

Certificate - Front-End Web Development

General Assembly
San Francisco, CA
05.2016

Work History

L2 Support Engineer

Mapbox
11.2022 - 03.2024

● Delivered dedicated support for 'Premium Tier' contracted customers on the largest accounts.
● Facilitated SDK integration and API usage support for mobile (iOS & Android) and web applications.
● Utilized Zendesk and GitHub for customer ticketing, Jira for internal bug requests, and Slack for effective internal
communication.
● Managed incidents via PagerDuty, ensuring prompt resolution and customer satisfaction.

Support Engineer

Branch
05.2021 - 12.2021

● Managed incoming mobile SDK support requests related to the integration of the Branch platform in apps
available on iOS and Android app stores.
● Authored and updated developer guides by documenting SDK usage through comprehensive FAQ articles.
● Analyzed ads metrics on in-app events to drive performance insights.
● Leveraged Salesforce for customer ticketing, Jira for internal bug requests, and Slack for streamlined internal
communication.

Technical Writer

Funpodium
07.2019 - 11.2020

● Wrote user-facing manuals for SaaS products, enhancing user experience and understanding.
● Advised on the development of a Content Management System (CMS) API, contributing to improved
functionality and usability.
● Developed tailored internal integration and onboarding guides as requested, ensuring smooth transitions and
effective training.

Technical Writer

D-Link
04.2018 - 07.2019
  • Wrote User Manuals, Quick Installation Guides, datasheets, and UI-text
  • Responsible for consumer and enterprise routers, 3G/4G routers, IoT devices, network switches, etc
  • Supporting the creation of other written materials (Product Guides, User Interfaces, etc.)
  • English video script-writing for Alexa/Google Assistant.

Support Engineer

Google (contactor Via Vaco)
11.2015 - 01.2018

● Analyzed error messages generated by various Google Wallet APIs to identify and resolve issues.
● Reviewed and tested code snippets in Java, Kotlin, JavaScript, and other languages to ensure functionality and
performance.
● Collaborated with developers to discuss technical solutions via email and video chat, fostering effective
communication.
● Guided developers by providing pointers to technical resources, including sample code and API documentation.
● Reported bugs to Engineering and communicated updates to customers on bug status to ensure transparency.

Computer Repair Technician

Apple
07.2012 - 11.2015

● Performed repairs on iOS mobile devices and Mac computers, ensuring optimal functionality.
● Utilized Apple's ticketing systems to manage and process support actions and requests efficiently.
● Fostered structure and collaboration in a fast-paced, high-volume face-to-face support environment.
● Conducted workshops on using Apple products, enhancing customer knowledge and satisfaction.

General Intern

Blacksquare
02.2012 - 05.2012
  • Tested an iOS mobile short-form video application similar to Vine/TikTok.
  • Experienced simultaneous multiplatform deployment with the Titanium 'Appcelerator' SDK's Javascript APIs.
  • Blog management.
  • Read event logs.

Teacher

SIAM Computer & Language School
10.2010 - 02.2011
  • General teaching for middle school and high school students.

Customer Service Representative

AXA Assistance USA
03.2010 - 08.2010
  • Registered patients who carried international emergency medical insurance.
  • Handled claims of many types of traveler's insurance contracts.
  • Provided customer service over the telephone in a high-volume environment.

PC Support Technician

Hope College CIT
08.2005 - 05.2009

● Installation of operating systems, computer hardware, Windows software, virus removal, and networking.
● Installation and support of lab and faculty computers.

Software

Zendesk

Intercom

Github

Slack

Jira

Salesforce

Java

Kotlin

Javascript

Android

Rest API

Mobile SDKs

Part-Time Jobs

  • IT Support Assistant, (for a friends business), 06/01/24, 08/01/24, as-needed
  • Barista, Bucktown Beanery Coffeehouse, Chicago, IL, 09/01/11, 02/01/12, Moved to San Francisco for a new position., Pulling espresso shots, milk steaming, basic latte art. Drink preparing, cashiering, sandwich preparing, dish washing, and store cleaning. Helping manage a small, family-owned, business when the manager was absent. Menu development. Key holder.
  • Account Executive / Outbound Sales, AFLAC, Chicago, IL, 03/01/11, 09/01/11, The 100% commission-based salary was not sustainable., Executed sales and marketing of AFLAC products to small businesses. Independently established new client relationships. Serviced accounts.
  • PC Support Technician, Circuit City Stores, Batavia, IL, 04/01/07, 12/01/07, Went out of business., Installed operating systems, computer hardware and Windows software. Removed viruses and did some basic home networking. Sales of new computers and computer peripherals.
  • Barista & Bartender, 780 Cafe, San Francisco, CA, 06/01/12, 12/01/12, Out of businesses, Pulled espresso shots, steamed milk, and poured some latte art. Filled the duties of barista, cashier, and dish washer. Helped manage a small, family-owned, business when manager was absent.
  • Summer Golf Caddy, St. Charles Country Club, Saint Charles, IL, Summer 2001, Summer 2002, It was my 1st job, On-call in the mornings to be chosen as one of the caddies.

Honors and Awards

  • Boy Scouts of America: Eagle Scout, Awarded in May 2005
  • Lifetime member of MENSA
  • Japan Club, Organizer, Hope College, 2005, 2006, 2007, and 2009

Languages

Chinese (Mandarin)
Elementary
Japanese
Elementary

Interests

Computer-building, retro video games, music hardware

Work Preference

Work Type

Full TimeContract WorkInternshipGig Work

Work Location

Remote

Important To Me

Company CultureFlexible work hoursCareer advancementWork from home option4-day work weekPersonal development programsWork-life balance401k match

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John Karl Dusenbery