Christopher Macarthur Email & Phone Number

Responsible for the management and coordination of conference bridges for the highest severity level incidents in the Microsoft Office 365-D, S, & F environments and driving them to resolution quickly while ensuring the highest level of quality. This includes minimizing customer down-time and preventing overages in Service Level Agreements, assist in refinement across all service/support teams within the Microsoft Online Organization from both an operational and monitoring perspective, and effectively communicate both internally with the highest levels of Microsoft management, Server Operations Command, and various service/support teams as well as externally with Office 365 customers.

Redmond, Wa

Responsible for managing the overall performance of Microsoft’s BPOS-S Quality Assurance and Training. Monitored performance of the QA and Training teams in the areas of productivity, customer and employee satisfaction, and employee development. Performed senior management level work overseeing all aspects of Microsoft specific and technical support training and quality in order to meet all Microsoft requirements. Managed Quality Analysts and Trainers, to include interviewing, hiring, discipline and performance management. Developed and implemented initiatives and processes for QA and Training teams to improve efficiency and overall effectiveness. Lead, developed and motivated a high performance team of Training and Quality support professionals to deliver excellent support to the operation of the organization and to Microsoft. Participated in Microsoft meetings, direct Microsoft communication, and maintained positive, consistent and effective communication with staff, peers and Microsoft.

Redmond, Wa

Responsible for delivering advanced/post hire/refresher training to employees to introduce new tools, software, or processes on a daily basis in support of a 300+ person Microsoft call center. Worked closely with Microsoft to ensure training curriculum was accurate and up to date. Developed curriculum on an as needed basis to address training needs/gaps as discovered.

Redmond, Wa

Provided professional technical support for the Microsoft Business Productivity Online Services Suite (BPOS-S) products including messaging, IM communication, web conferencing, and web sites. Utilized knowledge of the Microsoft environment to provide timely and quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer. Effectively manage cases and sub-cases to ensure timely and quality communication with customers and resolution of issues.

Issaquah, Wa

Provided assistance to customers with qualifying their needs for Microsoft Products as part of the Microsoft Sales, Pre-Sales and Licensing team. Demonstrated excellent cross-group collaboration skills within NACS and other Microsoft groups, as well as engaging product groups for undocumented information. Versed in Microsoft licensing and product knowledge. Evaluated customer scenarios and provide sales solutions to optimize their business performance. Created new sales leads sent to inside sales from direct contact with partners and businesses. Provided Channel Partner sales support through conference calls with the customer. Setup escalation process for sales leads to an internal Microsoft sales group. Consistently ranked in top performers of my group in customer satisfaction. Received two Microsoft Sales & Information (MSI) Quarterly “Top Performer” Awards for 2008, as well as being recognized as having a perfect score in every category for the MSI Team Bi-weekly Scorecard for 01/28 –02/08 2008.

Lynnwood, Wa

Managed department staff, to include training, scheduling, and handling personnel issues. Worked with other store supervisors to train their staff to support the Best Buy for Business (BBFB) department. Set sales goals for all departments within the store. Developed sales strategies to meet store and district goals. Identified customers as business clients utilizing the CARE + program. Provided personal and specialized service to meet customer’s unique needs. Worked with the district staff in processing account requests, account ordering (bulk sales), and maintaining customer base. Maintained an active membership with the South Snohomish Chamber of Commerce.

Lynnwood, Wa

Managed a twelve person sales team, ensuring daily sales goals were met or exceeded. Set sales team daily personal goals, created monthly department business plan, and assisted the General Manager in setting weekly department and store goals. Analyzed department performance to ensure consistent district, regional, and company wide high performance ranking. Updated in-stock product pricing and out of stock availability. Ensured highest level of customer service for all customers. Also provided the opportunity to purchase additional service contracts to the customers as needed. Trained new personnel in store policies and department sales techniques. Provided inter-departmental cross training to computer department staff. In addition, was also a member of the store Viewpoint Committee.

Fredericksburg, Va

Provided on-site troubleshooting, identified faults, and repaired advanced and 3D ultrasound equipment using a variety of software diagnostic programs, test equipment, and tools. Extensive daily call center interaction, handling large volumes of client and company calls. Promoted and ensured a collaborative working relationship with customers and company personnel. Maintained advanced ultrasound equipment on a preventative maintenance schedule. Installed software and/or hardware upgrades accordingly. Was responsible for all company repair issues in the Northern Virginia area, and provided support to the surrounding territories. Provided training to new Regional Field Service Technicians.

Dahlgren, Va

Instructed students, to include classroom and lab environments, on the operation, maintenance, and repair of AN/SPY1-A Phased Array Radar Systems. Also provided instruction to students on the diagnostic testing, alignment, and adjustment procedures of microwave component systems, signal-processing equipment, auxiliary air/water cooling systems, power supplies, and system control equipment. Aided in the development of course material, training aids, and presentation standards for enlisted technicians. Class counselor for multiple training classes, averaging 12 students per class, to include administrative duties, punitive actions, and personal support.

Yokosuka, Japan

Operated, maintained, and repaired AN/SPY1- A Phased Array Radar System, transmitters, power generation and distribution equipment, in addition to a computerized fault isolation and monitoring system. Operated, maintained, and repaired microwave component systems, signal processing equipment, auxiliary air/water cooling systems, power supplies, and system control equipment. Assisted in the scheduling and completion of all monthly, quarterly, and annual maintenance for equipment in the work-center. Obtained and distributed all necessary repair parts for the AN/SPY1-A Radar System. Also responsible for periodic department level training to include safety procedures, maintenance techniques, preventative maintenance standards, and procedural changes.