Danielle Waters Email & Phone Number

Charlotte, North Carolina, United States

The Microsoft Federal organization was established to address the unique mission, legal/regulatory requirements, and procurement rules and processes of the United States Government (USG). We embrace a mission-critical philosophy to meet evolving USG needs, regardless of segment – Civilian, Defense, or Intelligence Community. Microsoft Federal is committed to empowering our customers and teams by building upon our strategic investments and delivering technology to achieve federal missions. Our team delivers world-class Cloud Services to maximize customer potential and drive Cloud adoption. As a Sr Business Program Manager in the Chief of Staff Office, my responsibilities revolve around business management and shaping and leading strategic programs for Microsoft Federal - Defense, including but not limited to:• Translating key themes into tactical, executable components (strategic initiatives and programs) based on market/industry insights, competitive analysis, and customer perspectives• Supporting execution of business strategy through agile and lightweight strategic planning processes that accelerates growth, increases revenue, and exceeds consumption commitments• Managing and facilitating rhythm of business (ROB) for Leadership Team, including but not limited to employee All Hands, OPEX/COGS reviews, strategic account reviews, opportunity reviews, monthly business reviews• Driving alignment and execution of core business priorities with business managers supporting leadership and the organization• Leading budget planning, forecasting process, hiring strategy, and resource management in alignment with the ROB and in partnership with business managers and finance

Charlotte, North Carolina Area

The Global Ambassador Program empowers all CE&S (Customer Experience & Success) employees to influence and engage in driving positive business change. Through a consistent and scalable framework, numerous diverse and focused groups of SMEs and thought leaders come together to facilitate continuous bidirectional communication between all stakeholders in high impact areas to accelerate understanding, buy-in, commitment, and adoption. The ambassador program not only creates but validates clarity, not only generates but also sustains energy, and not only promises impact but truly delivers success!• Developed and implemented the One Ambassador Program to empower all ~30,000 CE&S (Customer Experience and Success) employees to influence and engage in landing our highest priority, complex operational business changes through a consistent and scalable framework based on PROSCI Change Management practices• Lead this critical effort within our organization spanning 30+ countries, 70+ different roles, 18 sub-programs, and over 1,400 ambassadors

Charlotte, North Carolina Area

As a SEE for SharePoint - Microsoft’s leading social content management system and collaborative data discovery platform - my focus grows from that of delivering advanced technical troubleshooting support and solutions for US Government Entities (Public Sector) to mentoring my peers and fostering the growth of their technical acumen to seeking additional highly visible and demanding projects that drive innovation and appreciable impact and influence.- Strong record of over delivering to produce high quality incident resolution building customer and partner loyalty and confidence through technical depth, responsiveness, and accountability resulting in 100% customer satisfaction - Develop technical content and documentation contributing to expedited case resolutions- Technical Advisor to a team of 7 SharePoint Support Engineers focusing on case management/review, professional communication strategies, customer relations, and growing technical acumen (SMEs) with a result of tripling each engineer’s case handling threshold, significantly increasing collaboration, and growing CPE. Duties include scheduling, case bashes, case reviews, customer recovery, and content delivery and development- Main Contributor to Process Documentation and Standardization Work Stream delivered across the new and growing Public Sector Support Business that is used by all engineers as well as for training new hires resulting in shorter training delivery time, faster customer engagement, and increased Customer Partner Experience (CPE) - Individual Contributor to Communications Strategy Team for Senior Leadership that constructs a framework and deliberate rhythm to assure that regular and consistent communication is a core competency of our organization- Individual Contributor to the CPE Improvement Team with a focus on developing and streamlining processes and feedback for the benefit of the support delivered to our customers with noticeable results in < 2 months

Charlotte, North Carolina Area

As a Microsoft Senior Support Engineer for SharePoint, I aim to deliver high quality incident resolution in a timely manner and focus on break/fix issues, root cause analysis, incident prevention, and knowledge transfer. My goal is to ensure that all Premier Microsoft Enterprise customers are satisfied with the effectiveness and efficiency of the support they receive. Additionally, I am responsible for: - Dealing with difficult situations including complaint handling, sensitive customers and mission critical support - Providing and facilitating the responsive delivery of technical solutions and information to major customers - Building customer and partner loyalty through customer orientation, responsiveness and accountability - Working in an international environment and collaborating with the team to provide high-level support - Building strong relationships to ensure rapid response times to and from internal teams - Diagnosing customer problems systematically, generating alternative solutions, and providing recommendations that support the customer's working environment and technology strategies - Fully understanding customer and internal issues, including relative urgency, and demonstrating effectiveness in aiding resolution by using knowledge of resources to obtain definitive answers for customers/partners - Reporting software changes and customer suggestions for quality improvement

Founded iChase the Cure in 2007. Have directed and organized many 5K road-races in Albany, NY and Boston, MA multiplying participant and volunteer turnout by 300% in 2 years to raise awareness and over $60,000 for A Child’s Brain Tumor Cure Foundation. Responsibilities include:- Obtaining sponsors/partners- Market analysis - Fundraising to increase donations and working budget by 50%- Management of legal documents and processes such as obtaining liability insurance and the MA Department of Conservation and Recreation Permit for the event location- Obtaining trademark- Overseeing entire organization, strategy, budget, and brand

Greater Boston Area

Provided support and assistance to project consulting and service line activities entailing support for business requirements gathering and analysis, solution design, solution testing, documentation and training, solution deployment, and project management. Service Line Support responsibilities included knowledge transfer and internal training participation and support. Impact was achieved by extracting and migrating content from 22 online courses hosted by TrainCaster to build interactive and user friendly modules using Articulate and instructional design skills for the Massachusetts Institute of Technology that allowed for OSHA compliance for numerous departments. Performed UX and stability testing for developed courses and SAPGUI as well.

Boston, Ma

Bachelor of Science in Business Administration Cum Laude Dual Concentration in Management Information Systems and Organizational BehaviorDean’s List Spring 2009, Fall 2009, Spring 2010, Fall 2010, Spring 2011, Fall 2011, Spring 2012

Facilitated instruction in classrooms of 23 to boost confidence in struggling students through encouragement, introduction of good study habits, and tutoring to inspire them to succeed and graduate.

Developed and manage an out-of-the-box marketing campaign for Boston University's Charles River Campus

Provided over the phone customer support and service to advertise and sell high and low profile vacation packages. Generated over $50,000 in 16 hours during a company promotion – equivalent to more than 30% of weekly sales revenue.

Bachelor Of Science (Bs), In Business Administration Concentrating In Mis And Organizational Behavior

High School Diploma