Duane Thomas Email & Phone Number

United States

Charlotte, North Carolina Area

• AMERICAS BUSINESS LEAD FOR AAD – AUTHENTICATION:Supervised Support Delivery team within the Azure Commercial Support Organization comprised of Support Engineers responsible for managing critical, high impact technical.
• Effectively partner across our global organization to achieve company priorities and delight customers who need support across the entire range of Azure services
• Strong focus on building diverse teams, increased from 10% women to 25% women, coached and promoted first woman Technical Advisor in the business
• Focused on agile ramp up of new hires through a combination of instructor led, proctor led, and self-driven training, along with mentoring and an open swarming phone channel
• Lead global projects to develop and deploy new processes and tools for global hand over of customers, simplifying escalations, and reducing noise for accountable managers
• Developed Queue Management role to allow for delegating responsibilities from managers to vendors resources, defined hiring process, training, and responsibilities for this role globally

Charlotte, North Carolina Area

• Developed strategies and solutions utilizing the Microsoft Dynamics Suite, Azure Active Directory, custom applications, and several 3rd party products to resolve business problems for 9000+ internal and 7000+ Partner.
• Developed globally standardized troubleshooting and support processes to ensure a consistent and exemplary customer experience resulting in an 27% increase of issues resolved in 3 days or less.
• Enabled and deployed opportunity management, lead management, and forecast system for $100B business on Microsoft Dynamics CRM.
• Saved $2M in YOY operational cost through the retirement of several outdated and regionally limited tools by clearing technical roadblocks and providing direct Partner support for migrating from the legacy systems.
• Authored 80+ Scenarios across 9 personas used to develop SureStep proofs of concept for the latest Microsoft AX deployment within Microsoft.
• Developed and delivered training globally for internal sellers and external Partners.

United Kingdom

Managed performance and career progression of PFE engineers reporting to me. Constructed personal development plans for my direct reports and managed overall progress throughout the year. Performed midyear career discussions and end of year performance reviews. Reviewed Premier Business needs, growth plans, and pipeline information to construct fiscal year.

Developed and delivered workshops for Premier customers relating to Active Directory, 64 Bit technologies, Live Communication Server, and Virtual Server. Partnered with customers to develop deployment, migration, and recovery plans using Microsoft Best Practices. Reviewed customer documentation for weak points and provided problem prevention information to.

Enterprise Platform Support (EPS) Partner Tech Lead, Networking Canada: Involved in all phases of hiring three Networking teams in Canada including conducting phone screens, face-to-face interviews, and training. Built a team of 50+ engineers. Identified and trained six Technical Leads. Reviewed cases and mentored engineers. Served as an escalation conduit.

Supported networking technologies for worldwide Premier customers including ISA 2000, Proxy 2.0, TCP/IP, wireless, IPSec, RRAS, VPN, DNS, DHCP, WINS, Services for Mac, Services for Netware, Services for Unix, and SNMP. Provided 3rd tier support and mentoring to our outsource partners located in Deli, India. Premier Data Center IIS Lead: Primary contact for.

Responsibilities: Software and hardware installation and support. Contract History: Duke Power: DHCP roll-out and support for workstations and printers, IP scope cleanup. Server decommissioning. Identified what servers were out of date or overloaded and move users, shares, and resources to new locations. Win95 preparation, roll-out, and support. General.

Responsibilities: Hiring and training staff. Scheduling of shifts to provide adequate coverage without exceeding allotted payroll hours. Increasing sales and customer satisfaction through promotion of good customer service. Calculating and logging daily, weekly and monthly figures. Achievements: Consistently within budgeted allowances for payroll and other.