Lead CSA to prepare the entire Customer Success Unit for the public launch of Copilot for Microsoft 365. Created and delivered custom technical training to all CSAs and CSAMs, contributed to sales conversations, educated and supported new customers as they began their Copilot and generative AI journeys.

• Delivery Lead for a group of Customer Engineers delivering Microsoft 365 Designated Support Engineer engagements, whose primary goal is to help organizations achieve more with Microsoft 365 through a long-term trusted advisor relationship• Account leadership and relationship management, delivery and contract consumption tracking, pre-sales scoping, positioning workshops and assessments, and engineer mentoring• Strong focus on business transformation/modernization and making sure customers are reaching the full value potential of their Microsoft 365 investments• Heavily invested in DSE business strategy through development of delivery excellence behaviors and processes• Direct involvement in development of new workshops, expanding the catalog and increasing services revenue while addressing our customers’ challenges• Showcasing the power and value of the Microsoft 365 Power Platform through process automation prototyping• As the lead pre-sales scoping resource for the United States, ensured classic Exchange DSE engagements are right-sized and properly positioned to meet the needs of the customer

Provided guidance to customers of all sizes, including large strategic enterprises and government entities, around best practices and supportability guidelines for Microsoft Exchange Server and Exchange Online. Supported organizations during the migration of hundreds of thousands of mailboxes to Exchange Online, including modernizing engineering skills, operational processes, and security postures.

As one of the senior members of the Messaging team, responsibilities included environment design/management and 3rd-level support for a large, geographically diverse environment:• 100,000 Exchange 2010 mailboxes in a cross-site multi-DAG deployment of over 40 multirole servers• 400,000 public folders with multi-site replication between 30 servers• Integration with Blackberry Enterprise Server, Citrix XenMobile, RightFax, ZL Universal Archive, and various edge encryption, DLP, antivirus, and relay appliances• Developed, documented, and executed disaster recovery plansLed or participated in multiple migration projects, including the retirement of Exchange 2003 and 2007 and full organization migrations from multiple acquisitions. Participated in business-driven federal lifecycle projects to meet specific compliance or integration needs.Developed custom software solutions to achieve automation, simplification, and self-service of the environment through PowerShell scripts, custom C# and ASP.NET applications, and web services.

As a Consultant-level member of the Core Technology Services group, provided 24x7 support services for the internal Windows NT 4.0 and Windows 2000 network with 1000 managed desktops and 30 remote sites. • Set overall technical direction as team lead• As the primary SME for an imaging and workflow system, provided architecture and support services and developed a custom automation program for the batch import processor• Principal project engineer during migration of a local data center into Allstate’s enterprise facilities, as well as the migration from a local NT 4.0 domain and Exchange 5.5 deployment to enterprise Active Directory and Exchange 2003• Responsible as primary SME for Exchange 5.5, image and workflow (CSC’s AWD), desktop software packaging, SMS, and most desktop applications

As a member of the Professional Services group, supported both clients and the internal network 24x7. Billable projects included DR and post-outage assessments, pre-sales engineering, and implementation planning. Performed formal classroom training as a Microsoft Certified Trainer for Windows NT 4.0 and Exchange 5.5. Designed and installed network for a new training facility and provided top-tier support to other engineers in the field.

Began as a Technician Intern and quickly progressed towards assuming the administration responsibilities of the internal Windows for Workgroups 3.11 and Windows 95 network. Supported an office of developers. Provided billable network support services to clients, including deploying Microsoft Mail for the new Jacksonville Jaguars NFL franchise.