Worldwide services leader, who has supported billions in annual revenue through hundreds of support engineers, focused on helping people, products and customers succeed through exceptional support experiences.With over 15 years of experience in the IT and customer service industry, after being laid off after 8.5 years at Microsoft, I am looking for an opportunity to apply my experience in a high-impact strategic role at a smaller company. My most recent position was the Director of Support Engineering Management for Microsoft Retail Media, which provides a leading commerce marketing platform that enables brands to optimize their product visibility and sales across large online retailers around the world. In this role, I oversaw the global support engineering team, ensuring the quality and reliability of our solutions, as well as the satisfaction and retention of our clients. In addition to being a global services leader, I leverage my technical background in core infrastructure, Windows, SQL, Azure, Microsoft 365, and many other Microsoft products, as well as my MISM degree, to provide technical guidance, troubleshooting, and escalation management for complex issues and incidents. These skills also allow me to consume low-level technical details and communicate them in simpler terms to non-technical leaders and customers. I value collaboration, diversity and inclusion, and learning, and I seek to bring these values to every project and team I work with. Key Skills and Strengths:Top Secret Security ClearanceMaster’s Degree in Information Systems ManagementWorldwide Support LeadershipPeople Management and CoachingGlobal Staffing and Capacity ManagementRevenue-generating SaaS SupportDeep Technical Expertise in SQL, Power BI, Windows, Networking, Data Analytics, ITSM, and Automation tools.Contract NegotiationBusiness Intelligence and ReportingOKRs, KPIs and core metrics Vendor Management Leading with EmpathyCoachingMonthly Business Reviews (MBRs) Support Systems and Processes (ITSM)Site Reliability EngineeringTeam Culture and MoraleSales and RFP Response Get-to-green PlansGlobal Incident Response