Team lead & manager for the Defender for Office 365 and Cloud Applications Customer Experience Engineering team around the globe.

Working on the Customer Experience Engineering team for Defender for Office 365, my responsibilities include making sure that strategic customers are able to successfully protect their Office 365 collaboration platform from sophisticated attacks. This includes collecting prioritized feedback and removing technical blockers.

Supportability leader with a passion for driving & developing digital assets and tools to reduce support resolution times.

Key to Microsoft's ongoing success in the email business is listening to and acting on customer feedback. I do this by organizing and leading targeted product improvement efforts for Office 365 and Exchange Server. This includes developing a deep technical product expertise; managing complex customer issues; finding, analyzing, visualizing & presenting data from multiple sources including big data, telemetry, support, & social media; using machine learning to tease out trends and issues; prioritizing and pushing for work that removes major customer support and satisfaction drivers, reducing incident rate, contributing to financial performance through reduction of COGS. In this position, I have helped drive savings in excess of several million dollars annually. In the cloud services world, this response to customer issues is nearly instantaneous through the use of machine learning which helps us recognize and respond to emerging issues quickly. Currently, I specialize in anti-spam, anti-malware, security, and mail transport.

Passionate about helping youth learn about the natural sciences, technology, and math in a classical (Socratic), ethical, and hands-on/exciting way.

Main Microsoft engineering contact for a global Fortune 100 Exchange 2007 deployment. Helped with design & implementation obstacles including storage, performance, operations, monitoring, backups, network & load balancing. Performed risk assessments & provided feedback towards development of Exchange 2010 based on experiences.

Provided enterprise class support for Exchange server in the area of SMTP, Transport, Performance, Management, and more. Developed & delivered training and content used by IT pros to resolve issues with Exchange. Provided customer feedback to engineering teams & resolved recurring customer problems by helping develop tools and processes.

Put myself through college working part-time as Windows Server administrator responsible for website design & administration, network, file server, and other faculty, staff & student IT systems & infrastructure. Implemented ASP tool for students to monitor printing quotas & created self-help documentation for common helpdesk issues.

Part-time high school job supporting a small network of PCs, servers, and printers.