Chris Howie Email & Phone Number

Issaquah, Washington, United States

Prosper, Texas, United States

Sammamish, Washington, United States

• Worldwide customer support leader for Microsoft Retail Media, supporting ~$1B in annual product revenue.
• Increased service quality by defining organizational OKRs, measuring, tracking and improving KPIs and SLAs.
• Grew annual supportable revenue by $404M and lowered total minutes per incident (TMPI) by 30% through tooling, optimizing process workflows and targeted staffing.
• Reduced time to resolution (TTR) by 36% and implemented first and last quality response initiatives.
• Created data-driven FTE and vendor staffing proposal and support vision to align with revenue growth targets.
• Expanded global support coverage to include APAC and EMEA, through FTE and vendor staffing, and introducing support tiers, increasing capacity by 200% in 1 year.

• Led two support teams, System Center Enterprise Management (SCEM) and Azure Logic Apps, supporting tens of thousands of broad commercial, enterprise, and public sector customers around the world with 100+ engineers.
• Improved key metrics, including monthly CSAT score from 4.3 to 4.8+, through get-to-green plans.
• Grew teams by 36%+ YoY to align with volume growth and coverage needs.
• Drove global backlog reduction projects to reduce backlog by 23%, motivating other CSS teams to do the same.
• Achieved direct reports’ career goals through role changes, impact opportunities, coaching and mentorship.
• Managed through performance issues through 1:1s, PIPs, documented goals, and Microsoft Connects.

Irving, TX

• Technical Advisor and global technical SME for the System Center Enterprise Management (SCEM) business.
• Tier 3 Sr. Support Escalation Engineer for USNAT and S500 customers paying for T3 support for System Center.
• Created and led global technical training for SCSM and Orchestrator for 120+ support engineers and consultants.
• Regularly represented Microsoft services to Microsoft corporate marketing and product groups to align productroadmaps and functionality improvement efforts with customer requests and feedback.
• Hired top talent by conducting over 100 technical interviews for System Center, SQL, PowerShell, and Windows.
• Prioritized bugs and product regressions based on customer impact for product groups.

Irving, Texas

• Professional services consultant for education, state and local government, Federal and DoD customers.
• Developed and redesigned hundreds of customers’ incident management, service request fulfillment, changemanagement, and problem management business workflows and solutions.
• Recovered customer satisfaction for failed / incomplete projects through successful revisit engagements.
• Managed customers’ expectations for onsite engagements and prioritize work accordingly.
• Conducted envisioning and planning, demos, and training for Microsoft Premier customers.

Austin, TX

• Envisioned, developed, and delivered on new service offerings for Managed Services, increasing service catalog from SharePoint-only to 15+ supported technologies.
• Expanded department from 8 employees to 25+ in two years.
• Advised in presales, project scoping and RFP response efforts, growing revenue by ~300%+ in 2 years.
• Explored new markets for possible integration, screened vendors, and 10+ technology partners.
• Local practice lead for System Center, defining regional delivery best practices for 40+ consultants.

Dallas/Fort Worth Area

• IT leader for 3 sites in the DFW area, serving thousands of onsite and remote students, and supporting thousands of computers from labs to staff machines.
• Guided all stages of software rollouts including testing, deployment, and validation to 3 DFW campuses, and racked physical equipment.
• Improved student technology experiences by leading annual hardware upgrades and monthly software rollout projects.
• Conducted frequent 1:1s with direct reports to identify skill gaps and career goals.

• Delivered home repair and renovation projects for customers in the Longview TX area.
• Met with potential customers to discus, draw and price projects.
• Work with vendors and subcontractors to deliver goods and services for projects.

• Assistant Store Director for new Arlington location, interim Assistant Store Director for Carrollton location.
• Worked with Sears corporate planners and building landlords to stock new store for grand opening.
• Responsible for all sales operations for 8M+ annual store, including markdown auditing, retail metrics, etc.

• Sales Manager for Irving District Learning Center (DLC), grossing 13M+ annually in direct consumer electronics sales.
• Helped ensure store profitability through key performance metrics, including net operating profit, close rate, attachment percentages, sales and margin per hour, along with many others.
• Ensure endcaps, isle layout, and signage aligned with corporate planograms.
• Appropriately staff department for estimated regular and seasonal sales volume using Kronos WFM (now UKG).
• Work with sales staff to improve attachments,
• Provide consistent outstanding customer service through onsite and in-home services.

Mism, Management Information Systems, General, 3.7

Cum Laude

Eet, Electronics, 3.84

Magna Cum Laude

Ee, Engineering

3.7 GPA

Ect, Electronics, 4.0

I graduated #1 in my class with a 4.0 GPA.