Jan 2021 – Present · 5 yrs 2 mos

• Lead distributed team of Cloud Solution Architects enabling program-aligned Americas customers to advance their business strategy through use of Azure.
• Launched and facilitating a recurring yearly leadership development program for aspiring future leaders in our organization
• Co-launched and co-administer the global CSA of the Quarter program recognizing peak performers each quarter
• Co-lead for Fargo chapter of GLEAM which is Microsoft's LGBTQIA+ Employee Resource Group (ERG)

Feb 2017 – Jan 2021 · 3 yrs 11 mos

• Lead development of Project Management system and aligned business processes used by global Customer Service and Support organization
• Inform project stakeholders and leadership team on DS portfolio status through creation and maintenance of dashboards (custom reporting, PowerBI) including application of Azure Machine Learning
• Pilot new methodologies through rapid application development in PowerApps and Flow
• Implemented and maintain SQL Azure, SharePoint Online, Project Online, and Microsoft Teams workspaces

Mar 2014 – Jan 2017 · 2 yrs 10 mos

• Lead US based escalation team supporting Microsoft Premier customers experiencing issues with Microsoft Office and Office 365.
• Partner closely with other departments which influence support delivery such as product groups, release management, and India-based frontline team
• Facilitate engineer career development through regular 1:1s, training, and reviews
• Responsible for North America Office Premier support delivery business results
• Served as hiring manager for North America based SharePoint and Office postings
• Served as Service Delivery Manager (SDM) for one of our Office support vendor teams in Manila, Philippines. Oversaw significant customer satisfaction improvement during my tenure as SDM.

Nov 2013 – Mar 2014 · 4 mos

• Manage day to day operations such as case load, engineer scheduling, and customer follow up
• Worked with team members and peer manager to integrate two support teams for improved coverage and efficiency

Jul 2012 – Sep 2012 · 2 mos

• Managed day to day operations for Premier support Deployment and Office Client Server Integration teams such as case load, engineer scheduling, and customer follow up
• Helped transition first point of contact for customers from the OCSI team to the SharePoint team
• Facilitated move of PerformancePoint Server support into the OCSI team including planning for training and routing changes
• Assisted with realignment of support teams from product-based support teams to pillars. This move better positioned our support teams to cover the wide range of technologies within the Office support organization

May 2011 – Mar 2014 · 2 yrs 10 mos

• Provide technical guidance to Outlook engineers through case reviews, walk-ups, and case bash with escalation team members
• Facilitate engineer development through regular feedback, technical 1:1s, and training/triage delivery
• Met regularly with Technical Leads from India and EMEA (Europe, Middle East, Asia)
• Coordinated triage delivery for global Outlook teams
• Monitored and shared information on trending issues with global support audience through Outlook War Room meetings
• Created and maintained internal and external content (KB, Blog, etc) as Outlook Knowledge Engineer

Jul 2010 – May 2011 · 10 mos

• Assisted Premier and Professional customers with support issues related to Outlook and Exchange
• Trained and mentored new hires on Windows Outlook
• Trained and mentored Mac Outlook vendor team
• Served as US escalation point for Mac Outlook cases
• Worked with the product group on fix requests
• Assisted customers with business critical issues

Sep 2008 – Jul 2010 · 1 yr 10 mos

• Provided technical guidance to PowerPoint, Visio, and Publisher engineers through case reviews, walk-ups, and regular reviews with escalation team
• Facilitated engineer development through regular feedback, technical 1:1s, and training delivery
• Mentored Word Acting Tech Leads during rotational period
• Developed training plans for cross-training engineers and bringing on vendor staff
• Functioned as Knowledge Engineer for team and transferred processes to new engineer
• Developed daily case report used by multiple teams
• Assisted in monthly business review preparation
• Started Monthly Global Tech Lead meeting for Office Global English

May 2008 – Sep 2008 · 4 mos

• Assisted Premier, Professional, and Personal customers with support issues related to PowerPoint, Visio, and Publisher
• Accountable for daily and long-term BGP team scheduling
• Member of Fargo Office Systems Mod Squad which was responsible for morale event planning

Aug 2007 – May 2008 · 9 mos

• Participated in knowledge transfer from acquired company to ramp up new support team at Microsoft
• Assisted Expression Media customers through phone, email, and newsgroup/forum support on PC and Mac

Jun 2006 – Aug 2007 · 1 yr 2 mos

• Assisted Premier, Professional, and Personal customers with support issues related to PowerPoint, Visio, and Publisher
• Accountable for daily and long-term BGP team scheduling
• Member of Fargo Office Systems Mod Squad which was responsible for morale event planning