Carrie D. Email and Phone Number

Leading cross-discipline projects to enable Minecraft Education licensing and support.

• Lead Minecraft Education worldwide customer support efforts, including management of front-line support vendor resources and key customer escalations, and delivery of ‘how-to’ documentation.• Work directly with customers, including IT admins and educators, to identify and remove purchase, deployment, activation and usage blockers in schools.• Bring clarity to complex scenarios and translate customer feedback into usability and supportability improvements to resolve issues and drive continuous improvement of the customer experience.• Lead the beta program, ensuring adequate testing of key features and scenarios for our customers worldwide.• Coordinate release processes across disciplines, in partnership with franchise operations.• Foster a customer listening culture by refining the systems to document, rationalize and prioritize customer feedback and feed it back into the Minecraft Education product development process and support model. Represent the “voice of the customer” with the Minecraft education product and marketing teams.• Work with key customers and partner teams to activate Minecraft Education licenses.

• Manage the readiness of the University of Washington proprietary learning and coaching platform to sell to education institutions and third-party organizations. Platform allows for upload and encoding of videos through integration with MediaAMP service, and real-time annotation of video content• Work closely with engineering, privacy and security, data retention and accessibility teams to identify work required to bring system into compliance with FERPA, Web Accessibility and Data Retention standards for federal agencies. Translate gaps into actionable requirements for dev team.• Program, design, test and implement LAMP/WAMP stack web application • Develop and deliver product trainings and workshops for prospects and customers • Documented APIs and created code samples to enable implementation for admins and customization by developers

• Developed course content and taught courses to elementary school students, including Scratch programming, Learn to Code with Minecraft Mods, Engineering with Minecraft (Piper), Robotics Programming and Inventing with Circuits• Led project to port all curriculum and business management information from Podio portal to Google Suite• Managed the customer relationship with schools and PTA organizations; provided quotes and scheduled courses• Drove awareness of programs through direct marketing, social media and events• Maintained and updated equipment such as laptops, robots and circuit kits

• Assessed the enterprise readiness of Office 365 services, including security, manageability and usability; identified gaps and partnered with product team to develop and execute a plan with requirements and processes that addressed issues and increased compliance • Managed agenda and content for executive reviews between IT and SharePoint product group • Conducted user research with internal teams and customers to identify opportunities to improve Office 365 services for end users and IT admins; coordinated change management for deployment of new Office 365 features and upgrades internally at Microsoft to over 200,000 users • Spoke at conferences (including SharePoint conference), customer forums and internal events• Acted as the subject matter expert and liaison between Microsoft IT and various Office 365 teams • Managed lifecycle development of custom Cloud Application Model (CAM)—including requirements, deliverables, timelines and metrics—that governed over 220,000 SharePoint and SharePoint Online sites• Designed reports and analytics for governance and adoption of SharePoint Online sites * Conduct user research internally and externally to identify opportunities to improve Office 365 services for end users and IT admins* Engage with major customers on how Microsoft IT governs and secures our SharePoint environment* Coordinate deployment of new SharePoint features and upgrades to the Microsoft SharePoint environment using agile methodology. Includes security and operational reviews, communications and change management efforts to 200K+ users* Collect requirements and oversee development lifecycle for AutoSites, a custom platform that provides lifecycle and policy governance for over 70K SharePoint sites at Microsoft. Was involved in transition from Waterfall to Agile methodology to run program* Track and report on adoption metrics for external sharing and highly sensitive sites

• Envisioned, designed, deployed and led a global, multi-year program to manage risk to micro and website properties outside of Microsoft.com • Discovered more than 2,000 properties requiring risk assessment and closed over 3,100 security vulnerabilities— a value of up to $1.2B from potential data loss; conceptualized and refined discovery process to automatically identify properties at risk; developed a comprehensive log of all sites and issues • Created new processes and partnered with hundreds of Microsoft marketing and IT engagement managers worldwide to remediate issues • Managed creation and deployment of the GetOnline portal and Service Desk, which reduced steps for security compliance process by over 60% • Partnered across multiple business groups to align and evangelize standards and policies in risk area

• Managed the development and deployment of InfoWeb News Center—a centralized news submission, approval and distribution platform • Managed feature development of the Calendar Center application, which allowed users to create aggregated views of Exchange group calendars • Managed customer support and adoption for the application; developed and delivered user guides and training materials • Developed and implemented Six Sigma process improvements to custom calendar provisioning application that saved $430K in resource costs• Raised NSAT (customer satisfaction) by 17 points

Led production for the Microsoft.com Learning site using three disparate production platforms to create and update content

Oversaw development, implementation, content posting and maintenance of the Microsoft Sales Portal - a customized SharePoint portal for the Microsoft Sales field

• Managed 7 developers in the third upgrade of the learning environment, migrating from an in-house application to a third-party (Blackboard) based system • Managed release cycle for all development projects • Lead Developer for multiple redesigns of the learning environment well as custom products based on the core platform • Created interactive web reports that allowed clients to monitor and download their student enrollment, progress, and grade data

• Designed, built and deployed 3 versions of the online university • Served as project manager overseeing the addition of three courses a month to the Online University