I thrive when helping others - whether its a colleague who is unsure of a process or a customer with a complex escalation - I get a sense of satisfaction knowing that I have helped to solve somebodys problem . I have worked within Microsoft Volume Licensing for 10 years - first as a SOX controls specialist, then as a member of the Error Resolution Team, and now as a Program Manager/Process Lead and member of the Tier 2 Resolve Team. My day to day involves driving E2E escalation resolution, decision making in areas of ambiguity, reviewing policy changes/updates, handholding complex deals, and guiding Agnets through complex scenarios.