Jan 2023 – Present · 3 yrs 2 mos

• Leading strategic roadmap, design and develop enterprise support offerings for regulated markets.
• Enabling fidelity between Microsoft products, service offerings, capacity planning, and service delivery design by driving cross-organizational interlocks between Product Engineering, Support Delivery, Finance, Business Operations, Sales & Marketing teams.

Jan 2017 – Jan 2023 · 6 yrs

• Led a global function responsible for global workforce, location and outsourcing strategy for multiple Support Business Units. Directed long and medium-term range demand forecasting, resource and financial planning, capacity management and workforce operations.

Jan 2015 – Jan 2017 · 2 yrs

• Developed and maintained a robust operating infrastructure, ensured regulatory compliance, and oversaw delivery and people practices for Microsoft’s largest support delivery site with over 3000 full-time employees, and partner resources.

Jan 2013 – Jan 2015 · 2 yrs

• Led an organization of over 200 Microsoft support engineers, 300 strategic supplier resources to provide enterprise support for Microsoft Office 365, SharePoint, Exchange, Teams, Skype and Outlook. Ensured quality and service optimization, talent acquisition and retention, customer escalation management, stakeholder relationships, and cost control.

Jan 2007 – Jan 2013 · 6 yrs

• Managed cross-functional people managers and led a 24x7 organization responsible for break-fix, technical pre-sales, advisory, and consulting support on Microsoft products and services, serving global enterprise customers and commercial partners.

May 2005 – Dec 2006 · 1 yr 7 mos