-Led initial DevSupport efforts aimed to get engineers more connected to customers & the problems they are having in order to increase product satisfaction. -Worked across all components on the team to pilot a new, transformed agent experience and customer support experience for small business customers which led to record high customer satisfaction numbers. -Due to success of new support experience for small business customers, drove the new modern support stack expansion to all small business and enterprise customers. Took support stack from 30% coverage to 51% coverage. Laid down all necessary engineering components to reach 100% coverage.-Drove significant optimizations in agent and customer experiences resulting in >$1M in cost savings and increased customer satisfaction. Patent received for this work.-Driving modernization of in-app support experience across Office 365 consumer and commercial.

-Started from a ground up team to design and deliver an experimentation platform for Office 365.-Designed the experimentation platform for A/B testing & flighting -Hosted company-wide brown bags on experimentation-Helped to change the culture of Office 365 teams to be more experimentation focused

-Led design and delivery of a customer-facing reporting portal (“Customer Portal”) to large enterprise customers including. High level tasks included feature prioritization, feature specifications, process improvements, and presentations to customer executives.-Developed, designed, and maintained complex cost models for the multi-tenant offering. Significant accomplishments include evangilizing the cost model with the finance team, coaching the live@edu team on how to create an effective cost model, and presenting cost model outputs to upper management including VP level, which ultimately led to large-scale decisions-Drove monthly scorecard improvements for dedicated plan customers across 5 teams which lead to increasing scorecard efficiency by 33% and increased customer satisfaction.-Led large scale and fast paced Exchange and SharePoint capacity deployments. Signficant accomplishments include driving cross-org v-teams towards a single timeline and coordinated deployment, leading improvements in deployment guides and procedures which helped to shorten deployment time and reduce errors, and effectively identified and mitigated risks, allowing on time delivery per plan and budget.

-Developed requirements and designed a solution for DMS Problem Management long term ticketing tool-Coordinated with Customer Experience, Service Management, and Operations teams in order to get buy-in and requirements for successful deployment-Initiated cross group collaboration of the tool to prevent duplication of effort-Redesigned, built, and implemented the internal website for DMS Operations team and optimized the process of its use-Improved communication skills by presenting status to various levels of management including GM and director and provided training sessions for the entire DMS team-Led a project to define and optimize the process of customer user acceptance testing with estimated savings of $50,000

-Worked with a team of three PhD students to model and mistake proof a security system-Responsibilities included modeling, analyzing code, and creating summary of my analysis and calculations

-Worked with a geophysicist to study craters on Mars’ surface -Researched Mars cratering to produce an accurate simulation of cratering on Mars-Used Delphi to simulate mixing of debris on the surface of Mars due to crater impacts-Published and presented a paper on “Modeling lateral and vertical mixing by impact cratering with applications for the Moon” at the Lunar and Planetary Science Conference (LPSC) in March 2004, Houston, TX