Dean Haas Email & Phone Number

Copenhagen, DK

· Review and edit guided troubleshooting topics to help identify and resolve Azure customer support issues. · Collaborate with SMEs and support engineers to create a customer experience that leads to an effective resolution of issues, aligns with content standards, and reduces assisted support incidences & costs. · Create process documentation to.

Hanover, MD, US

• Drove optimization of security documentation for developers, engineers, and business stakeholders across the internal corporate infrastructure, cloud services, and Secure Development Lifecycle (SDL) assets.
• Defined taxonomy and nomenclature for security standards & security content across Microsoft.
• Created systems to bring document standards and security standards in alignment for content creation and management.

• Developed product documentation for AI tools within Microsoft’s Power Platform: AI Builder, Process Advisor, Power Apps, Power Automate.
• Collaborated with PMs in different regions to coordinate documentation plan & delivery for public preview through GA product launch of a new product.
• Authored and managed documentation in GitHub using Markdown.
• Drove resolution of customer submitted issues in GitHub.

Tampa, FL, US

• Create user interface content for NetBond for Cloud product releases in collaboration with UX designers, product team, developers, and other stakeholders.
• Document new features and product updates in technical user guides, on-screen help, and customer messaging for an administrator audience.
• Manage delivery timelines across multiple releases and projects.

Redmond, Washington, US

• Documented standard operating procedures for Microsoft’s newly formed commercial direct sales business.
• Worked with global and regional business teams to analyze process gaps and opportunities.

Kirkland, WA, US

• Managed operational aspects of live chat support for most lines of business within Microsoft.
• Improved internal support teams’ effectiveness in managing chat service issues by creating standard support processes and escalation workflows, and by training internal support teams to use those processes and workflows.
• Performed root cause and impact analysis for service interruptions. Created reports for quality of service, KPIs, and global service status.

Bellevue, Washington, US

• Improve support delivery procedures in Microsoft Global Partner Support organization through process optimization projects.
• Support service delivery stakeholders at a global and regional level by developing strategy and planning of optimal support experience for Microsoft partners.
• Build framework for agent-facing workflow management tool to help improve case resolution metrics.
• Improve global consistency of service delivery by analyzing & documenting support procedures.

Bellevue, Washington, US

• Planned, created, and managed virtual chat content. Managed localization and global deployment of chat content for Microsoft’s V-Chat tool. Performed content audits and session audits to optimize AI performance within.

Bellevue, WA, US

• Developed product documentation for a wide range of products and audiences - enterprise, office, consumer, devices, and games.
• Managed releases for ‘hands-on lab’ instructional modules, which integrated written & video instructional materials, virtual machine test environments, and assessments.