Brian P. Email & Phone Number

Texas, United States

Redmond, Washington, Us

As the Director of Supportability and Experience Planning at Microsoft, I lead a team that enhances the customer journey and supportability of Microsoft Store and Advertiser Sales and Services. I oversee the deployment and management of omni-channel, AI, and third-party solutions, as well as the tooling needs of sales agents. I focus on enabling an excellent customer buying experience through data-driven experimentation and optimization, resulting in increased customer satisfaction, revenue, conversion rate, and ROI.

Redmond, Washington, Us

As a Principal Support Planner at Microsoft, I was responsible for enhancing the online customer experiences for Microsoft Store Sales and Services across 247 markets. I implemented and managed various solutions such as chat, web messaging, phone, routing bots, and conversational AI bot support for different customer segments and scenarios. I enabled an excellent customer buying experience through experimentation and measurement, resulting in increased customer satisfaction and over $80M in order value per year.

Plano, Tx, Us

I was a Manager of Program Management at Alkami Technology, a leading provider of digital banking solutions. I led various aspects of product development, such as release governance, build strategy, capacity planning, portfolio management, and roadmap management. I helped the organization shift and align to agile scrum methodology.

Redmond, Washington, Us

I was a Sr. Business Operations Program Manager for Microsoft IT-Engineering, Customer interaction & Online. I led the role definition, alignment, and standardization for over 1900 internal and external resources. I also delivered a management development framework, a training and development strategy, and a workforce reporting/planning system, partnering with Human Resources.

Redmond, Washington, Us

I was a Sr. Business Operations Manager at Microsoft, managing a $30M investment in technical and non-technical resources for online customer support. I oversaw a portfolio of 30+ projects, planning, financials, and people programs. I also defined the roles and services for my team.

Redmond, Washington, Us

As a Sr. Lead Program Manager at Microsoft, I led teams of Program Managers who worked on global engagement, feedback management, tool adoption/education, and program evangelism for Microsoft Commercial Technical Services. I also initiated and executed a strategic project for Support Topic authoring, implementation, governance, and ROI measurement. I delivered online workflows and systems for Incident Management, Workforce Management, Skills Based Routing, and Customer Relationship Management. I also created an internal innovation program in collaboration with Microsoft IT, Microsoft Garage, and offshore development teams.

Redmond, Washington, Us

As a Program Manager at Microsoft, I led the vision and requirements for global queuing and routing, reporting and master data, labor logging, and contract management. I also collaborated with the back-office work-stream owner to implement Microsoft CRM for incident management.

Redmond, Washington, Us

I was a Team Manager at Microsoft, leading a group of engineers who supported enterprise platforms such as Live Communication Server and Cluster Server. I managed the relationship with the product groups and the supportability manager. I also handled the scheduling, forecasting, and delivery of cluster support.

Redmond, Washington, Us

As a Technical Lead and Support Engineer at Microsoft, I mentored and trained Support Engineers on networking and performance issues for Windows Server and Windows Client platforms. I also collaborated with Critical Problem Resolution teams and Product Groups to resolve customer cases and improve supportability. I developed competency-based training for outsource resources as well.

Desktop Support (Contract) 1994 - 1996Senior Systems Engineer (LAN) 1996 – 1999Systems Engineer (WAN) 1999 – 2000