• Led expansion of a robust knowledge base, driving product teams self-serve engagement and streamlined internal processes for upstream support, effectively reducing support costs.• Collaborated with product development teams to seamlessly integrate into the software localization pipeline, delivering cost-efficient and high-quality localization through education, support, and best practices. • Conducted Localizability reviews, leading to reduced validation costs and international bugs.• Held accountability for international product quality across major products such as Office Web Apps, Windows 11, Viva Goals, Exchange in 80+ markets. Advised and educated product teams, ensuring high quality of international releases.

Program Manager responsible for the international product quality of Exchange, M365 Security & Compliance Centers and O365 Business Center, among others: • Ensure products meet defined delivery health & core quality metrics, following up & education where non-compliance and driving for improvements. • Analysis of customer & market signals via quantitative (usage) & qualitative (customer) to identify customer needs and painpoints. • Partnered with product development teams to integrate into the software localization pipeline, providing support, education & best practices to ensure cost-efficient high-quality localization. • Responsible for Intl coordination of the GA launch of the O365 Business Center and small business apps which are lighting up for Business Premium subscriptions.

Engineering owner and escalation contact for various international products and engineering processes: • Overall end-to-end engineering accountability of UA deliverables for the Office 365 subscription services (www.office.com), Exchange, SharePoint Server and SharePoint Online international products in a fast-paced environment – delivering new content and features for 60+ markets. • Evaluated E2E global CMS and publishing system platform and workflow to identify inefficiencies and break points which impacted operations. Led small dev team to deliver automation and new features resulting in the elimination of manual tasks for Client UA release and continuous online updates. • Delivered process improvements in vendor-owned support.office.com homepages deliverables and support.office.com multimedia space, significantly reducing interanl support requirements and improving throughput.

• Dept area owner for Office.com content CMS, Homepage CMS and auxiliary tools and processes for WW production teams, providing training, documentation and support to internal and vendor WW teams and driving process improvements. - Trained and outsourced Tier 1 support to vendor team. - Defined and rolled out improved processes and documentation.- Created SQL reports in CMS for production health status sign offs which greatly reduced the amount of manual effort, time and cost for PM, Eng & Test teams.

Homepage support for the Office.com International Site Management Team.

Worked on the platform team who were developing the server technology to facilitate tracking of wireless 911 calls and to provide location-specific services on location-enabled mobile devices.