Benjamin Mills Email & Phone Number

Redmond, Washington, Us

Led technical projects and experiences for the Windows Server area, ensuring alignment with customer scenarios and expectations.Utilized data, customer feedback, and market perceptions to gain in-depth understanding of Windows Server customer needs.Identified and prioritized new Active Directory scenarios to enhance security, cloud migration, update, and upgrade capabilities.Managed servicing for Active Directory components, collaborating with a team of engineers to deliver features, fixes, and security updates on a monthly basis.Effectively managed schedules, risks, and issues, maintaining clear communication with the team, senior management, company executives, and external partners.Applied knowledge of software development processes and data workflows to streamline project execution and improve business outcomes.Cultivated a high-integrity environment, fostering effective leadership and trust-building within the team and with partners

Bellevue, Washington, Us

Collaborated with Product Owners, Project Management, and the Application Development team to identify process improvements and technology projects with a focus on positively impacting the business and customer needs.Consistently identified current gaps and impediments in current toolsets and processes to improve sprint planning and project planning. Created a customized Azure DevOps project designed to allow automation and more robust data metrics, optimizing the cooperation of systemic and business impacting issues. This allowed us to define project scope based on customer requirements and perform requirements analysis for product development in an organized and productive manner.Held an instrumental role in forming a Lean PMO (Project Management Office) team, responsible for engagement with the business stakeholders, Development resources, Product Owners, Data Analyst, Business Analyst, and Program Managers to align with our SDLC. This was pivotal as a cooperative effort to move from waterfall methodology to an agile development methodology. Presented our scope and plan to leadership teams. Held Epic Owner role as a team member in the professional services Lean PMO team.Manage a full restructure of our Account Model with a focus to execute a more standardized model, allowing for us to manage integration with other technology solutions by keeping best practices in mind. Manage a professional service team to execute, discover and communicate alterations to current account structure. Communicate monthly status reports to executive leadership team therefore leveling expectations and manage risk. Created executive communications to highlight possible gaps in customer support using a custom PowerBI dashboard. This allow us to execute a major improvement in customer support response time to resolve issues.

Redmond, Washington, Us

Led the Surface Commercial Engineering Team in redesigning the Azure DevOps instance while working with item templates to capture more insightful data to better assist commercial customers, resulting in capturing $100M in revenue and enabling the team to grow from 4 to 13 employees.Successfully collaborated with the Surface Commercial Experience team for Surface Commercial Engineering with a focus on managing the IRT (Issue Risk Triage) processes for Surface Commercial products.Credited with creating and implementing a mechanism that allows engineering to gather insights into sales revenue that will help make high quality return on investment product or process changes.Displayed optimal abilities in providing summaries of top issues to the lead Project Manager for executive management communication.Acts as a trusted advisor in establishing collaborative relationships across engineering management and marketing.Recognized with drafting PowerBI internal reporting to communicate findings to the Senior Engineering Team for continuous improvements.Completed a confidential project, with a focus on integrating another division into current processes and tools, enabling them to take advantage of the new reporting structure.

Redmond, Washington, Us

Held a pivotal role on the OneList Team, tasked with engaging with the Dynamics 365 Engineering Product Group in utilizing tooling to present business cases to product group on systemic issues impacting multiple customers, defining bars that needed to be met for return on investment, and communicating back to field on roadmaps.Personally generated $30M in revenue, in a 6-month timeframe, for captured opportunities.Improved processes by aligning customer feedback loops with product group planning cycle, resulting in significantly reduced time to resolve systemic product issues (more than 50%), and increasing revenue by $3M in one quarter.Successfully restructured the team to align with the Microsoft business areas, allowing subject matter experts to be available in areas of focus (Sales, Marketing, Support, and Engineering), resulting in significantly improved response times by 50%.Honorably received an award for “Unsung Hero” for creating unique relationships with the Dynamics 365 Engineering Product Group leadership team.Held position of Dynamics 365 technical lead for the Insights and Advocacy team, tasked with finding systemic issues that impacted sales, customer adoption, and/or satisfaction.Gained an in-depth knowledge of systemic issues by running queries in support databases, collaborating with support leaders, providing sales teams’ feedback, and understanding which issues can have the most impact, leading to the team’s abilities to make an informed decision and see a return on investment.

Redmond, Washington, Us

Consistently influenced positive change within the customer support organization by providing evidence and insight into customer concerns regarding support experience to include misrouted support cases.Fostered and influenced cross group collaboration on several V-Teams (virtual teams) and VP level engagement with an emphasis towards identifying systemic issues by running independent queries on several escalation databases, resulting in enabling decisions that could show a return on investment given the impact.Credited with creating a "How To" and escalation case review process that decreased time to resolve escalated cases by over 33%.

Redmond, Washington, Us

Successfully managed, led, and oversaw the Microsoft 365 CXP (Customer Experience) Team with a focus towards Microsoft 365 technical feature requests and technical escalations for Microsoft’s top 500 customers.Honorably published in TechNet (Microsoft’s worldwide technical resource) for creating a complete FAQ for Dedicated Office 365 services with a focus on common questions customers would come across as well as articles on how to resolve issues, leading to a reduction of simple configuration and common questions by over 30%.Demonstrated optimal abilities in creating business cases, presenting findings to engineering teams, and communicating back to account managers.Consistently demonstrated broad skills in answering customer questions about service and configuration issues.Provided in-depth review of monthly customer feedback from the support database with a focus on providing a simple and logical output for leadership review, leading to improvement opportunities for all products and services.Successfully identified areas of improvement by regularly reviewing support and escalation databases to identify trends in customer escalations, resulting in a better understanding of areas for improvement and return on investment.

Granted and vetted for Security Clearance to administer U.S. Government servers. Successfully held position of Enterprise Systems Engineer, tasked with managing services on a global level.Provided in-depth monitoring of over 2,200 servers in a cloud-based management environment.Effectively troubleshooted and implemented innovative changes for various technologies within enterprise environments.Demonstrated broad skills in managing storage, Exchange, SharePoint, Lync, Message Labs, and Postini Environments for clients.Consistently oversaw the Exchange Server with a focus on preventing and reacting to server issues that would impact service. Engaged with customers and executives in times of critical issue management.