New Hire Training: Microsoft Windows ServerTrainer for MACH (Microsoft Academy for College Hires) – Windows Server 2012 20410D, 01411D, 201412D modules. Delivered technical training as part of intensive college new hire onboarding for future enterprise support engineers.

Responsible for internal training internationally to sellers, technical sellers, consultants, architects, and developer evangelists for the following solution areas:• Microsoft Azure: Microsoft's Cloud Computing Platform• SharePoint and SharePoint Online• Microsoft Social • Internet of Things• Developer related content training • Role excellence, performance, and talent management skills trainingManaged content development team and delivery for a unique modular two day Microsoft Azure workshop format. Delivered in over 60 locations worldwide to FTE and partners. Integral part of team which launched our group’s first Virtual Instructor Led Classroom strategy – led team to develop SDK, development/delivery guide, evangelizing the modality internally. Co-led creation of the delivery platform.Faced with limited T&E for a training roadshow, the SharePoint business group reached out for a solution for a critical product launch. Under tight deadlines I lead our core team to create a distance learning solution: a virtual instructor led series of ten global events incorporating virtual live sessions and hands-on virtual labs. Positions included managing and coaching global teams of project managers, instructional designers, subject matter experts, logistics coordinators, and other related roles. Work with business or role leaders to determine readiness priorities, identify gaps, and design robust multiyear curriculum for both sales and technical audiences to align with short and long term strategies. Stakeholder management and relationship management of subject matter experts and executive stakeholders.Apply Instructional design principles to multiple modalities including training delivery: online, virtual instructor led distance training, classroom, and knowledge assessments. Responsible for budget forecasting, budget accountability, and course quality goals for my areas of responsibility.

With increasing responsibility and career progression provided professional support on Microsoft systems and applications for PC based and Apple systems. Provide excellent product support to Microsoft customers at both the corporate and consumer level. Selected as second tier and critical escalation support for engineers and customers, technical mentor and coach to peers and tier one. Responsible for “hot” and critical escalations.As part of the formal new hire interview loop, managed the critical technical and support adaptability portion of interview loop and provided formal feedback to hiring managers on selection.Selected as Product Lead for support: ▪ Represent Microsoft support group and build cross-group relationship with the Word development, test, and marketing teams as a champion of the customer, communicate supportability issues, product enhancements, customer feedback, determine topics to be fixed and approved in future product/technology updates.▪ Identified, along with three others, to work with Word development and test team during product beta to prepare for major launch of Microsoft Word. This involved working with key beta customers in collaboration with engineering teams to ensure a quality shipped product and prepare the support teams via training and knowledge base articles.▪ Led team responsible for technical and customer service skill quality for Microsoft Office for outsourcing customer support partners (including Wang, Keane, Sykes, and Stream). Included coaching, training, and process improvement. Develop and deliver training to peers and vendors for existing and upcoming new products. Develop and coach new hires (internal, vendor, and outsource support vendor)Selected to attend trade shows and press events as a Microsoft representative. Develop and author internal and externally facing technical support and help articles to improve knowledge of our product both internally and for customers.