Developed interactive technical training for Microsoft Azure on Microsoft Learn.

Worked with PMs to improve quality of Azure Billing content on docs.microsoft.com.Wrote and published content for Hyper-V on Windows Server for IT Professionals. Accomplishments included:• Planned and executed content strategy for Hyper-V on Windows Server.• Managed monthly sprints with the engineering team through regular content sync meetings and tracked deliverables.• Delivered continuous value to customers by improving the quality of existing content. • Helped migrate content to GitHub system to promote open authoring.• Trained program managers on how to use GitHub to collaborate on content and how to improve their writing.• Provided training to teams on current SEO best practices.

Wrote and published content for Office 365 Commercial customers including Administrators, Information Workers, and IT Professionals to Support.Office.com and TechNet. Project responsibilities included:• Compliance center permissions for beta release• Mobile Device Management for Office 365 for beta release• Office 365 Public Website• Office desktop Installation and activation• Outlook 2010 and Outlook 2013 deployment• Office Web Apps and Office Web Apps Server deployment (including cmdlets)• Office 2010 Multilanguage deploymentsAccomplishments:• Improved content discoverability by mapping content to display when a user creates an online service request, mapping Office 365 community help resources, and optimizing for SEO.• Helped develop visual guidelines and training as part of the Visual v-team for Office Content Publishing content. Trained teams on screenshot guidelines and using Visio Office stencils.• Received two RedZone awards by helping to reduce support costs of Office 365 Public Website customization by $15K/month (11/2013) and $5K/month (12/2014).• Manage Office IT Pro blog to grow audience by 348% over of 2 ½ years. • Demonstrated FastTrack deployment guide and new Office application features to Microsoft customers at TechNet NA 2013, SharePoint Conference 2012 and TechEd NA 2010.• Coordinated customer consultation for Office Web Apps/document management at SharePoint Conference 2012.

Analyzed, designed, documented, and managed quality and completion of features for internal applications to budget and on schedule.• Defined new end-to-end scenarios for customer relationship applications including administration features to view and manage application domain lists, service request routing and alert rules, and operational reports to evaluate service request wellness based on service level goals.• Defined and wrote detailed technical specifications for new applications and features that included new UI, workflows, and database design.• Worked with Development leads to identify and resolve technical design issues.• Ran UI design iteration process for Agent Desktop project based on design charrette principles. • Collaborated with feature teams and drove UI design that addressed business requirements.• Documented, triaged, prioritized, and analyzed bugs to assist development team for quick resolution.

Designed, documented, developed and supported internal support tools.• Completed requirements, database, and solution analysis. Wrote functional specification documents for new projects.• Designed and developed new internal support tools using ASP.NET, SQL, C#, VB.NET.• Supported, patched, and enhanced SQL- and ASP-based internal account creation system.• Acted as team lead for a group of 3 developers and managed projects and schedules for the team.• Wrote training and support documentation.• Conducted training sessions for teams supported.

Worked to improve daily support requirements for Customer Support Services incident tracking tool Clarify• Identified serious customer impacting bugs and worked with development and test teams to quickly resolve.• Designed, developed content and hand coded comprehensive internal user support web site. Developed and maintained site based on changing customer needs.• Acted as consultant to Customer Support Services business in addressing functionality questions and potential solutions/workarounds to issues that have arisen.• Provided excellent customer service, thorough, technically accurate and swift resolution to user reported issues and questions.• Wrote detailed knowledge base articles and internal support documentation.• Conducted training sessions for Microsoft LOB Helpdesk to prepare for application upgrades.

Managed 21 internal and external accounts for order fulfillment and distribution of Full Package and Open License products in the Far East region. • Successfully managed accounts to achieve overall revenue goals exceeding $85 Million annually.• Acted as key contributor in the successful implementation of SAP for the Far East region.• Quickly resolved technical issues by gathering necessary information, troubleshooting, and working with application technical support groups.