MSRC AI Safety & Security Lead, tasked with building end-to-end response process.

Evaluated security risks and their impact to all Microsoft services and products reported by security researchers:- Monitored and responded to security events, potential vulnerabilities, exposures, and policy compliance issues.- Full evaluation and process of vulnerability reports to MSRC including risk assessment and prioritization.- Drive execution of all workstreams related to the Threat Matrix, developing timelines and milestones.

Drove strategy of BlueHat for global researcher engagement and developed experiences to build and maintain external relationships in 1:many settings, contributing to Microsoft's reputation as the best partner for collaborative security research.

- Successfully delivered MSRC’s first public bounty program in the gaming space, for Xbox Live which opens new avenues for researchers and gamers who are interested in security alike to contribute to the security of the Live service.- Advocated for community related engineering investments to improve operational efficiency and platform experience and develop a world class platform and user experience as driven by data.- Advocated for accessible platform feature and program design, enabling a diverse population of researchers to engage with MSRC.- Coached and mentored peers on Community Management tradecraft and techniques that increase ecosystem insights and program impacts.- Created and executed our Social Media Content plan during Black Hat 2020 and re-established clear scheduling for content coordination across the wider MSRC.

- Revitalized processes, procedures and team membership resulting in significantly increased team impact and improved CSAT- Collected & analyzed community feedback for product and process improvements- Prioritized tech debt resolution based on the analysis of feedback of impacted users- Identified internal processes & feature improvements; wrote process documentation, use cases, and spec feature requests- Expanded non-punitive enforcement options to redirect non-desirable behaviour in productive ways

- Defined & drove Crowd management strategy particularly with regards to community engagement and retention- Defined & managed Crowd behavior modification programs, performance incentive programs, and platform gamification efforts- Designed program strategy to re-acquire past high-value contributors- Directed operations on engagement with Crowd members in 1:1 and various social channels to increase retention and engagement - Collected & analyzed community feedback for product and process improvements- Identified internal processes & feature improvements; wrote process documentation, use cases, and spec feature requests.

Responsible for all Community Development for Savage Lands:- Designed and executed engagement and retention plans, producing all content and social media for audience, from inception through-out Early Access development.- Crafted a variety of content on a daily basis to engage and inform players across different mediums (included but was not limited to blogs, live developer and community streams, video and social media conversations)- Analyzed community activity and growth, highlighting community feedback and bugs for Developer consumption, helping to set development priorities - Revitalized volunteer moderation program for community platforms; acted as primary developer contact for moderator team- Owned all influencer relationships (YouTube and Twitch) , overseeeing IP growth & identify consistency, by identifying quality sources of User-Generated ContentResponsible for creating a Revitalization Strategy for an existing community, ahead of upcoming game releases. - Worked with Ubisoft (Publisher) Marketing, PR and Community teams to avoid schedule conflicts, providing support and content for Publisher efforts upon request

Responsible for multiple released products:- Designed and executed engagement and retention plans, producing all content and social media for audience across multiple platforms and mediums.- Oversaw audience support across multiple platforms (forum and support chats); implemented FAQ process for common support issues for easy self-reference, reducing support inquiries- Analyzed audience feedback for discussion with Developers, contributing to development priorities for creating in-game events and content to encourage on-going retention of user base for both new and end of game players alike.Responsible for community involvement during prelaunch of new title:- Analyzed audience feedback for Developer review;- Expedited Bugs reported by the community, verifying when possible;- Developed Community Plan, including content and social media calendar, from development inception through product launch.

Was primarily responsible for the official Microsoft Flight and Flight Simulator X communities:- Produced content to engage existing community & actively acquire new users multiple days a week,- Responded to forum inquiries & support emails, created & maintained FAQ of common support issues- Built in-game collectable series to create on-going retention of user base.Shared responsibility for the Age of Empires Legacy (Age of Empires III and Age of Empires II: HD) communities:- Created Press Release, game factsheet & announcement verbiage in preparation for Age of Empires II: HD launch on Steam,- Compiled & annotated feedback on gameplay issues as reported by the community to production team to identify necessary patches,- Moderated multiple forum locations (internally and externally run) to assist community members with support issues or gameplay questions,- Selected and/or created content to highlight on website blog and in-game launcher, provided html encoded blogs and created images as necessary for web development team to post.Researched various community management techniques to improve engagement and acquisition, effectiveness of strategies, etc. (White papers written to-date available upon request)

Reviewed customer complaints and enforced the Xbox Terms of Use and Code of Conduct, including:- Provided in-game enforcement for inappropraite game behariour,- Reviewed Gamertag and profile fields for inapproraite content, as stated in the Xbox LIVE Code of Conduct and Terms of Use,- Contributed to changes in policy for Xbox Live.

Responsible for multiple day-to-day functions:- Open and closed store, ensured a nightly balance in the books, made nightly deposits and trained new employees- Cheerfully served customers while upselling targeted products, educated them on the features and benifits of products such as Xbox LIVE.