Eric Norberg Email & Phone Number

As a Senior Service Engineer in Office-365 Eric is responsible for operating the Exchange Office-365 Cloud Service. He is responsible for overseeing every component of the system and ensuring its quality. He is responsible for reducing overall service incidents; driving Root Cause Analysis of Exchange failure scenarios; performing incident reviews and driving resolutions of systemic operational problems; designing and developing structured automated recovery solutions; leading monitoring improvements in his areas of expertise as well as being responsible for overall architecture improvements to both legacy and future incarnations of the Exchange service.

Eric was responsible for the hiring and management of eight Service Engineers whose primary focus was on the turnaround of the failing and unreliable Business Productivity Online Service (BPOS). Prior to Eric and his team’s involvement the legacy Exchange Cloud Service had a highly dissatisfied customer base in which the overall service availability had averaged 99.6% availability since inception. During his tenure Eric and his team helped drive overall Exchange service availability to 99.99% and significantly higher customer satisfaction rates. In addition to managing this team Eric was responsible for the development of an enhanced Exchange BPOS Site Activation process for Exchange. This included the development of a net new Exchange design, significant enhancements to the Disaster Recovery Site Activation process as well as overseeing all automation capabilities in this area. These designs were deployed globally within the service and provided the Disaster Recovery failsafe mechanisms for over two million production Exchange mailboxes.

Eric served as a primary resource for global case escalations involving all supported versions of Exchange server. These issues often require in-depth knowledge for niche components of Exchange, request for debugging assistance, source code assistance, or for collaboration on cross-product related scenarios. Eric was also responsible for mentoring and/or consulting with Technical Leads and Senior Escalation Engineers to promote timely resolution of all cases as well as for peer development. The Exchange Support Engineering group was also responsible for providing actionable feedback to product development resulting in improved product quality and supportability.

Eric’s primary responsibility was to provide an Exchange escalation point for complex, technical, and politically charged issues from the front-line Exchange support professionals within Microsoft Customer Support Services. This required superior troubleshooting abilities and knowledge for all Exchange components as well as demonstrated customer service skills (e.g. both spoken and written). Eric was also frequently dispatched to customer sites to unwind complex or politically charged escalation scenarios. In addition this role also required composition and technical review of Exchange content made available via the customer facing public Exchange Knowledge Base. During his time as a Technical Lead he also developed and delivered technical training across all Microsoft Global Support Centers providing escalation support for Exchange Server.

Eric was responsible for delivering a high quality partner/customer experience through effective resolution of all customer issues surrounding Microsoft Exchange and Windows server. This role required the ability to effectively represent Microsoft via telephone, onsite, as well as through written correspondence all the while delivering solutions to highly complex, and at times, highly charged political situations. This required extensive in-depth knowledge of all facets of Microsoft Exchange and Windows Server as well as its relative components. In many cases the resolutions to these problems required leveraging advanced troubleshooting techniques such as trace analysis, source code and other sophisticated debugging tools to effectively analyze the issues. Extended duties also included delivering training, providing mentoring, reporting software bugs, taking action on customer suggestions, as well as collaboration on cross-product technical issues.

Eric was responsible for providing remote support to Information Technology professionals who were involved in the development and deployment of custom software solutions that leveraged Microsoft Visual Basic 5.0 and 6.0. His primary focus was on troubleshooting problems that were utilizing Data Access technologies (ADO, XML, etc.). He was also responsible for evaluating and improving the technical ability and quality of service delivery for the team through focused training and mentoring.