• The Azure Support Escalation Engineer role encompasses the scope of the Azure Support Engineer role with additional responsibilities.• Transitioned to the most important Microsoft Azure customers for assistance on highly critical technical issues with live troubleshooting sessions subject to tight SLAs (e.g. 15 minutes). This includes onboarding to specific programs reserved for the most valuable contracts within Microsoft Azure, such as the Hyper Strategic Program.• Manage multiple stakeholders during live customer incidents and assess business needs for prioritization. • Perform risk assessments and reviews for cases within my team, and area of expertise, and proactively help and assist engineers where such risk is high.• Delivery and construction of training sessions either, ad-hoc or within my subject of expertise.

• Owned and solved +400 cases for a variety of Azure customers across the globe ranging from medium to large sized enterprises with a high level of customer satisfaction.• Responsible for the onboarding and mentoring of 2 engineers within my team, as well as 2 interns.• Active participation in subject-matter expert communities for multiple Azure products, which include tasks such as triaging cases as well as documentation reviewing and writing. • Lead multiple training sessions as an instructor within my area of expertise, addressing both technical and communication skills. • Led the Microsoft Aspire Portugal Ambassadors team, responsible for the onboarding of new hires as well as creating events for the Aspire Community.

• Responsible for the Portuguese Microsoft subsidiary marketing’s budget control and reporting.• Responsible for producing the reports of customer’s Azure consumption, sales teams and subsidiary pipeline performance.• Oversee logistics of the annual Western Europe Leadership Team council event.• Helped and contributed to organizing the official Xbox Portugal events and corresponding promotions.

• Responsible for business dashboard production linked to pipeline data for Vodafone's enterprise accounts in Microsoft Excel and Power BI.