Support Engineer for Azure Monitoring technologies with a focus on alerts. - Assist multi-level customers on Azure Monitoring technologies- Team lead for Swarming Requests that assist engineers with their cases- Training for Subject Matter Expert (SME)Support Queue manager- Review incoming support cases to ensure correct routing- Move applicable cases to correct support team- Assign customer cases to designated engineer teams- Reach out to customers to confirm time zone availability- Manage incoming queues to ensure first response goals- Train and prepare new queue managers for the role

I research and identify grants that will help ensure the continued growth and success of Historic Rosedale. Once identified, I work with department leaders to draft and submit Letters of Interest (LOI) for specific projects. I provide additional proofreading to internal communications.• Reviewed and improved existing grant draft for the Arts and Science Council (ASC).• Research grant foundation data for possible relevance to mission statement.• Organize selected grants into department categories.• Align grant options with current and future projects.• Create and submit Letters of Interest (LoI) to grant foundations.• Formal garden understudy.• Tour docent.

Customer relationship manager with a portfolio of over 30 small business and enterprise customers totaling almost 2 million licenses. I partner with FastTrack Engineers and other stakeholders to provide best-practice guidance to our customers. FastTrack helps customers successfully plan, deploy, and adopt Microsoft 365 and Office 365 services including:• Email migration from on premises to Exchange Online• SharePoint Online migrations• Skype for Business• Microsoft Teams deployment and adoption• Office 365 Pro Plus• Enterprise Mobility + Security (Including Intune and Azure Active Directory Premium)Learn more at https://www.microsoft.com/en-us/fasttrack/.

I increase global customer satisfaction while improving operational efficiency. I use multiple case management techniques to help drive and secure quick problem resolution for our customers. I drive global case management for Azure Backup and Recovery Services, Microsoft Operations Management Suite, Azure Automation, and Microsoft Systems Center Suite with focus on Operations Manager, Orchestrator, Service Manager, and Virtual Machine Manager.• I actively work with support engineers and team managers in multiple regions across the globe to help adhere to case communication requirements.• I review engineer skillsets and ensure support tools are correctly updated to reflect those skillsets.• I monitor engineer schedules and support queues to plan and load balance case assignments to more effectively utilize our support engineers.• I align support cases to support engineers on a global scale to help drive targeted resolution and increase customer satisfaction.

I have worked across geographical boundaries to communicate with Support Engineers across the world. I created a bi-weekly ToolsNet communication reaching a global workforce of over 10,000. I improved knowledge transfer of Tool and Policy updates by providing important and relevant information to Engineers in an organized, consistent, and readily digestible format. My planning and engagement of Support Tool owners, Process owners, and Engineers positively impacted global awareness of Tools and Policies.ToolsNet Communication• Met with Tool and Policy owners to gather updates and new release information.• Developed communications to ensure consistent format, style, and content quality.• Coordinated with review team of over 30 global Support Engineers to ensure content is clear and relevant to their roles.• Conducted a bi-weekly meeting with the review team.• Approved final draft to be published to over 10,000 roles (active readership of over 7,000!).• Maintained Communications Plan.Listen and Respond• Managed feedback system with user feedback of over 20 different Tools.• Evaluated feedback for clear Support issues and directed to the appropriate Support channel.• Coordinated with Tool Owners to review feedback items to improve Tools.• Assisted with monthly status report to stakeholders.OneStop SharePoint• Managed OneStop SharePoint permissions, pages, and content.• Assisted with planning and migration from SharePoint 2007 to SharePoint 2013.Voice of Experience (VoE)• Coordinated with Tool owners to determine scope of need, tracking, and reporting.• Created VoE record for tracking.• Communicated VoE request in ToolsNet communication.Help and Training• Improved consistency, readability, and quality of Tool training documentation and videos.• Developed matching Cube Note documentation to videos.Team Building• Co-planning and execution of Day of Caring for charity.• Created monthly Racer publication to highlight team members and events.

I manage the localization of Help, legal, and software (UI) content for Bing Ads. I work with product teams and translation vendors located in different countries. I work directly with the product teams, Microsoft Legal groups, content writers and translation vendors to ensure software and help content are ready for each release.I have managed localization of Help content for the Unlimited Potential Group (UPG), MSN, and Windows Live. I also served as an International Project Engineer for Business Productivity Online Suite (BPOS)/Office365 and Microsoft Online Customer Portal (MOCP) products.• I set up and configure new content projects in our localization tools. This includes creating language folders and files in Source Depot and Visual Studio, and configuring new products and languages in our online tools.• I review word counts for projects and prepare handoff packages and notification to translation vendors.• I help troubleshoot and resolve tools issues with handoffs and handbacks.• I prepare the completed translated files and add them to our help system to test and publish. • I review green lighted features for each release and then develop an International plan for the product and test teams.• I review and approve vendor invoices monthly.• I created and maintain project guides.• I track handoff word counts and handoffs in spreadsheets and SharePoint calendars• I review source strings for Geo Political issues, and then work with product teams to fix for release.• I triage bug reports filed against translations and then fix International issues directly or work with the source writer to fix for future releases.• I meet with product teams to discuss their localization needs and how best to fulfill those needs.• I determine and maintain localization schedules for projects and provide them to translation vendors, test, and product teams.

I manage the localization of Help, legal, and user interface content for pubCenter, reporting, and other services. I work with translation vendors located in different countries. I make sure that content is translated and ready to ship for each release. In the past I have also managed localization of Help content for the Unlimited Potential Group (UPG), MSN, and Windows Live. I also served as an International Program Engineer for Business Productivity Online Suite (BPOS)/Office365 and Microsoft Online Customer Portal (MOCP) products.• I work directly with the product teams, Microsoft Legal groups, content writers and translation vendors.• I set up and manage new content projects in our localization tools. This includes creating language folders and files in Source Depot and Team Foundation Server in Visual Studio, and configuring new products and languages in our online tools.• I prepare the completed translated files and add them to our help system to test and publish. • I manage International markets in our localization tools to control which content is built for specific markets.• I triage bug reports filed against content projects and then fix International issues or assign content updates to the project writer.• I meet with product teams to discuss their localization needs and how best to fulfill those needs.• I determine and maintain localization schedules for content projects and provide them to translation vendors.

I wrote online Help content for MSN and Windows Live products. I served as Lead Technical Writer and acted as backup for my manager.

I wrote online Help content for MSN and Windows Live products using Xmetal Author. All content was written in XML format and handed off using our content management tools.

I wrote support articles for the Microsoft Knowlege Base. During first quarter of 2004, I wrote How-To documentation for an internal support escalation tool for Microsoft.• I developed documentation for an internal Microsoft Web tool.• I served as Team Captain for SMS and MOM content writers.• I wrote articles for the Microsoft Knowledge Base covering Microsoft SMS 2.0 and SMS 2003, Windows 2000 Server, Windows Server 2003, Windows XP, Project Server 2003, SNA 4.0 – HIS 2004, Microsoft Money, Microsoft Operations Manager 2000 – 2005, Microsoft Office.

I worked with budgets to manage Microsoft Knowledge Base articles for various products. • Managed content for Microsoft Visio, Project, SBS, and BackOffice.• Worked with content leads and team managers to determine content needs, and then worked with outsource partner to fulfill content needs.• Worked with a budget to determine which articles would be most cost effective.• Managed and updated product support Web sites.• Served as content tool administrator to control user permissions and created/edited article templates.

I worked on the XP Jenga team. We wrote support articles for the Microsoft KB, developed and recorded training on features of Windows XP, and also traveled onsite to train support vendors.• I developed Windows XP training to prepare support partners.• I developed and reviewed KB article solutions for Microsoft customers and support partners.• I delivered Windows XP training to support partners and Microsoft employees.• I mentored support partners on location and staffed a Mentor line to assist support professionals.

I supported business customers using Microsoft Systems Management Server 1.2 and 2.0.• I developed and delivered training to Microsoft Employees about how to create KB articles.• I worked with large internal support organizations to complete KB deadlines.• I worked with management to track KB contributions of Support Professionals.• I performed a technical review of each article for Microsoft quality before publishing the article.• I supported Microsoft’s enterprise customers using Microsoft Systems Management Server 1.2 – 2.0 including deployment planning and problem resolution of small and large hierarchies.• I solved SMS issues involving software deployment, remote control, client inventory, site communication, and installation.• I resolved database issues using Microsoft SQL Server and assisted customers with database queries and maintenance.• I wrote Knowledge Base articles and performed technical reviews of article by other authors.• I served as Technical Lead, managing 4-5 support professionals.

• Provided on phone support of Installation of System One and Racal frame-relay devices in nationwide travel agency project.• Instructed field engineers on configuration of mono and quad FRAD devices.• Opened trouble tickets with Sprint for line maintenance and trouble shooting.• Contacted local exchange companies for port activation.

• Provided phone support of Installation and usage of Windows 95 with national customers in various hardware and software environments.• Wrote Knowledge Base articles to assist other engineers with troubleshooting issues.• Obtained Microsoft Certified Professional certification in Microsoft Windows 95.

• Provided phone support to customers with Internet usage and connection with various software.• Created and confirmed account creation of new users.• Assisted with maintenance of internal network and modem stability.

• Provided phone support to customers on installation and usage of Windows 3.1, Windows 3.11, and Windows for Workgroups.• Configure and troubleshoot network installations.

• Ensured superior customer support for retail store in Mall environment.• Trained sales associates on in-house procedures and computer/sales operating system.• Trained customers on product usage and recommended configurations.• Screened and interviewed applicants for both sales and management positions.• Closed register and completed bank deposits.• Reviewed and maintained inventory