Working on the team responsible for managing employee and partner learning and enablement programs in multiple domains from initiation to achieving business results. This includes designing and developing quality learning paths and certifications, and leading enablement programs that effectively enable our partner support engineers and Snowflake support engineers to provide best-in-class customer support.

I worked on the team that designs, delivers, and lands customer success and delivery strategy for the next generation of Microsoft's enterprise customer success and support services. Through the use of structured problem solving, agile and waterfall methodologies, and customer experience research, we built guidance to deliver a connected customer experience across Microsoft sales and customer success roles.Developed and managed the end-to-end Orchestration Methodology processes and workflows that enabled the team to design and develop Orchestration Guidance for the worldwide Microsoft Customer and Partner Solutions organization.Developed and delivered training and landing materials for Orchestration Methodology including videos, templates and handouts and provided a structure problem solving approach to business processes across the organization. Delivered training on topics such as solution development, solution design, content management and customer research to over 100 attendees.Cross-organization collaboration with Customer Research, Strategy, Domain Leads and Design Team to structure net new business problem statements and design principles for creating cross-functional account orchestration guidance for scenarios around Partner engagement, integration with Industry Solutions as well as Microsoft Fasttrack centers.

Worked with SAP Engineering on technical and business roadmap, epics and feature requirements to enable sales and delivery of Unified Support contracts and Customer Success roles in Microsoft SAP implementation. Partnered with the Federal Services Hub technical program manager and engineering teams on use cases, testing, and feature enhancements to the new Federal Services Hub.Partnered with sales and support delivery teams to identify accounts for renewal into Federal Operating Environment to ensure successful transition with minimal customer impact. Developed the build processes around intake, change management, approvals and sign-off from Microsoft legal and business teams to ensure successful, compliant contract setup.Developed net new Microsoft Federal processes around critical situation management and escalation for high security customers. Created a new support renewal process for support of Azure Government customers, reducing renewal steps from 45 to 5 and time from 7-10 business days to same-day setup.Created new Tools, Processes and Compliance team within the Federal Customer Success organization to align major workstreams with CSAMs and Incident Managers. Areas of focus includes US National Support, Azure Secure Cloud and Federal Services Hub.

Responsible for managing the quota, sale and delivery of over $2M in Unified Support contracts with customers ranging up to global Fortune 100 customers. Align strategic customer business outcomes and needs with proactive technical program and project deliveries utilizing multiple support engineering teams and resources. Acted as a technical solution architect in Microsoft 365 and Microsoft Azure and coordinated with other Microsoft groups such as sales, pre-sales technical specialists and Microsoft partners to assist customers in their implementation of Microsoft solutions and driving cloud consumption and usage of Microsoft products. Managed customer relationships through the CIO level requiring conversational level technical expertise across Microsoft products, industry knowledge and strong business acumen to align solutions with customer requirements. Delivered IT roadmap guidance through the application of the Microsoft product and lifecycle roadmaps included ongoing Microsoft 365 and Microsoft Azure service updates. Provided the voice of the customer within Microsoft, improving customer satisfaction, driving product roadmap, support improvements and integration with account teams and partners. Managed critical incidents on behalf of the customer, delivering regular communication on business impacts, metrics, incident status and escalation efforts to resolve customer support issues.Functions include defining and managing scope of projects and client engagement, quality and performance metrics, and resource management of both technical and non-technical resources associated with the engagement, team, or contract period. Managed customer and contract risk and communication plans, change management, financial performance and overall client satisfaction.

Experienced Service Delivery Manager working with many different industries and many diverse business cultures. Responsible for managing support issues by acting as a technical resource and coordinating with other Microsoft groups to assist the customer in their implementation of Microsoft solutions. Provide regular contract reviews, quarterly business reviews and strategic business reviews of customer support contract and business objectives.Ensure that all incidents are driven to rapid resolution with full root cause analysis performed and future avoidance activities implemented. Function as the ultimate escalation point for technical concerns. Manage a diverse set of resources to provide technical support, advisory services, and deployment consultants to help ensure customers successfully deploy and utilize Microsoft products.America’s Time Zone Lead for Microsoft Methodology, Unified Support and Digital landing. Core team member for the Relationship Management Experience software release and delivered US Methodology Release Awareness Training to US CSAMs. Delivered multiple Service Delivery Management for Support Methodology Academies and trained more than 200 CSAMs across teams, industries and accounts. Developed coaching room training plan and documentation adopted worldwide for Unified Support sales and delivery methodology. Delivered 2-day Unified Support training for CSAMs and sales teams.Project team for rewrite of SDM for Support Methodology to update responsibilities around evolution of the CSAM role including account orchestration, tooling, and connected customer experience. Created new content structure for Strategic Business Meetings and Customer Success Delivery Reviews used by over 2000 CSAMs worldwide.

Led a team of software designers and systems integrators in the development of Motorola's Mya Voice Platform (MVP) platform. Document installation mechanisms and release notes. Integrate, test and troubleshoot issues between MVP and 3rd party software packages including Windows NT, Oracle Server, Sun JAVA, and SQL Server. Provide fifth level technical support to field service engineers and operations staff. Provide professional development advice for other team members and interns. Delegate and assign task responsibilities to ensure timely completion of projects. Developed best practice documentation for securing platform infrastructure. Designed high availability implementations using Microsoft Windows Cluster Services and Windows Load Balancing Services.

Lead Exchange architect providing support, planning and implementation services for 45,000-seat Microsoft Exchange implementation. Develop, test and document new electronic mail capabilities and applications.

Exchange architect providing support, planning and implementation services for 45,000-seat Microsoft Exchange implementation. Develop, test and document new electronic mail capabilities and applications. Technical lead for integration of 110,000 AlliedSignal and Honeywell e-mail accounts. Project lead on integration between e-mail systems as part of corporate acquisitions and mergers. Project lead for the migration of 6,000 users in four locations from Microsoft Mail to Microsoft Exchange. Provide fourth level technical support to Electronic Mail department.

Managed seven site information technology infrastructure. Provided technical support and training on computer and telephony systems for over 120 customers nationwide. Partnered with senior management to provide timely information technology deployments to rapidly expanding regional office locations. Created procedures for local site maintenance of servers including backups and system administration. Developed yearly cost projections for technology and training needs for the company.

Provided hardware and software technical support for both IBM PCs and Macintosh computers for two local offices. Installed and administered electronic mail software, managed Novell NetWare LAN through backups, software installation, documentation, troubleshooting and training.