As a Support Escalation Engineer supporting Microsoft Surface, I lead technical investigations to resolve support incidents, enhance customer experience, and drive product improvements. I identify trends and recurring issues, and contribute to product improvements by filing bugs, submitting feature requests, and assisting engineering teams in shipping fixes. As a trusted advisor, I suggest changes to future versions and partner with engineering leadership for strategic discussions, representing the customer voice to address key pain points for partners, customers, and support teams.

During a 3-month assignment with one of the world’s most elite Red Teams, I played a pivotal role in several penetration testing and red teaming operations following a major security incident. I identified and submitted multiple critical findings, collaborating with service owners to fortify Microsoft’s infrastructure against future threats.

In this role, I delivered Tier 3 support for Microsoft Teams and Skype for Business Online, serving Microsoft’s Premier customers. As the primary contact for politically sensitive and complex escalations, I worked with both SMB and Fortune 500 companies to achieve swift and effective resolutions. I consistently met SLA targets, significantly boosting customer trust in Microsoft’s offerings. Additionally, I collaborated closely with Product Engineering teams to identify bugs, expedite fixes, and enhance future product releases.

As a Tier 3 technical support specialist for a Microsoft Silver Partner and Managed Services Provider, I delivered comprehensive support to small and medium-sized business clients across Connecticut and the Greater NYC area. I provided personalized remote, phone, and on-site support and training to diverse clients, including restaurants, construction, accounting, and consulting firms. I set up and deployed VMware and Windows desktop/servers, firewalls, and network implementations using Ubiquiti, Meraki, WatchGuard, OpenMesh, Datto backup, and VoIP solutions. Additionally, I managed spam filtering, active directory, software licensing, enhanced remote desktop, and offsite backup, ensuring seamless IT operations for my clients.

In this role, I combined the art of people and the science of technology to support team growth and deliver a world-class customer experience. As the subject-matter expert, I led training for roles, products, demos, and sales. I managed the learning and development of a diverse team of 30+ individuals, fostering an inclusive environment to create lifelong Microsoft fans. I consistently sought innovative ways to assist customers on their digital transformation journey, empowering them to achieve more. My responsibilities included ongoing employee training, executing the learning program to boost sales and profitability, driving product deployment and usage, and collaborating with leadership to align on priorities and motivate teammates, upholding the Microsoft retail store culture and values.

In this position, I excelled as a storyteller and expert in showcasing and interacting with Microsoft devices and software. I provided world-class service and troubleshooting at the Answer Desk, where I resolved complex technical issues and ensured seamless user experiences. My role involved demonstrating the capabilities of Microsoft products, guiding customers through their digital transformation journeys, and delivering personalized solutions that enhanced productivity and satisfaction. By leveraging my deep technical knowledge and communication skills, I consistently turned challenges into opportunities, fostering trust and loyalty among customers.

In this role, I served as the front line and face of Microsoft, directly engaging with customers to fulfill Microsoft’s mission. I empowered customers to buy, use, and love our technology through countless 1:1 personal training sessions and multiple presentations to local small-medium businesses. By providing personalized guidance and support, I helped customers achieve more and fostered a deep appreciation for Microsoft’s innovative solutions.