Brian Schneider Email & Phone Number

United States

Las Colinas, Texas

• Demonstrated excellent leadership managing a team of content writers and defined a strategy to provide digital content for a range of Microsoft products.
• Managed a content portfolio comprising of over 850 technical web assets that are localized globally.
• Ensured all assets are regularly updated, optimized for local audiences, maintained appropriate SEO rank, conformed to accessibility standards, harmonized to editorial guidelines, and aligned with business goals and.
• Proficient in several CMS platforms allowing me to successfully manage and improve content across various channels such as chat bots, email campaigns, social, and web to ensure a seamless user experience.
• Well versed with Jira and Azure DevOps (ADO) to manage backlogs and enhance collaboration across engineering groups. Maintained product feature sprint progress to evaluate risks and communicate project requirements.
• Experienced in managing Microsoft Dynamics environments, including designing, deploying, user account management, and creating conversational content for Power Virtual support bot agents.

Las Colinas, Texas

• Created and maintained engineering requirement backlogs and roadmaps for solutions offered.
• Administered requirement designs for automated support solutions to reduce support time and cost, including virtual chat bot clients and content syndication delivery.
• Partnered with product engineering and supportability teams to drive release of new feature functionality to improve product and customer experience across sprints while identifying training gaps to reduce support.
• Curated training modules and delivery outlines for each support solution.
• Conducted product and services demos for external partners to promote technology adoption, while providing consultation on best practices for solution usage and process implementations.

Las Colinas, Texas

• Provided tier 4 escalation support for Windows and Office, including support for high-level escalations.
• Supported the Living with Windows program families through phone and on-site visits.
• Partnered with engineering teams for product testing and bug submission and curated/delivered training content.
• Collaborated with OEM PC manufactures to develop and deliver training to reduce support costs.

Las Colinas, Texas

• Supported the launch of Windows XP and deployed it to over 250 internal clients.
• Assisted with the Windows Update site support and created initial customer issue assessment cases.
• Created premier/professional contracts and performed test lap builds to reproduce and resolve customer environment issues.
• Participated in a successful support case closure pilot where I became a team lead at the full launch globally.