As a Productivity Subject Matter Expert (SME) at Microsoft, I specialize in helping customers deploy and utilize Copilot, Exchange Online (EXO), SharePoint Online (SPO), OneDrive for Business (OD4B), Microsoft Teams (Core), Microsoft Purview & Defender (SCIM) and Microsoft 365 Apps. My role involves providing advanced technical leadership, influencing customer adoption of Microsoft technologies, and driving positive business outcomes. I deliver comprehensive deployment guidance, manage customer success, and engage in community development. I am committed to reducing time to value for customers through effective planning, execution, and the use of automation tools.

As a FastTrack Engineer, I provide assistance to strategic Microsoft customers enabling their Microsoft 365 solutions and onboarding their current services/infrastructure to the cloud while identifying the actions needed for a smooth and efficient migration. I serve as a technical SME (Subject Matter Expert) for the Microsoft 365 core services, and I represent the voice of the customer by tracking and reporting all product-blocking issues, and feedback to M365 stakeholders.

• Provide technical and SME coaching for Delivery Partner (DP) Engineers/Advocates• Partner with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.• Own case management duties (incoming inspection, escalations, tech reviews/triage, wellness)• Provide Readiness Content (identify the need for and create content; contribute to readiness efforts as the Subject Matter Expert (SME))• Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)• Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working with Stakeholders like Supportability Program Managers)• Release Management and Deployment for Delivery Partners (ensure it happens, do not own directly)• As a technical/program SME, collaborate with all stakeholders to identify and recommend technical/program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.

• Identify the actions needed for a smooth and efficient cloud on-boarding.• Lead with an identity driven security approach based on Microsoft best practices.• Partner with the customer’s IT staff to define a recommended remediation plan.• Enable Microsoft 365 services and deliver governance best practices.• Identify and recommend Microsoft value add services to remediate technical blockers.• Orchestrate the resolution of technical issues that arise during the on-boarding phases, leveraging all available resources such as Support, Premier, ATU, etc. Where applicable, serve as technical Subject Matter Expert in an aligned specialty.• Acquire in-depth level technical knowledge on the newest Microsoft 365 services, with depth expertise in a specific workload, and disseminate information among team members as well as drive service improvements.• Cultivate and share knowledge proactively with others through communities, solution documents, and social media to drive strong collaboration across the FTC.• Capture engagement data, customer health, and communicate process and technology improvement feedback helping drive product improvement and automation.• Represent the Voice of the Customer by tracking and reporting all product blocking issues, and feedback to M365 stakeholders (e.g. PG, PMG, Incubation, etc.) using prescribed channels.

• Assisting Office 365 customers with configuration of on-boarding tools and processes technology via phone or email.• Developing, fostering and maintaining effective customer relationships while driving positive customer satisfaction feedback.• Responsive to customer needs which may sometimes require outside of normal business hours or on-call rotation. • Represented Microsoft and communicated with corporate clients via telephone, written correspondence, electronic service for technically complex problems.• Ensured accurate and timely resolution for assigned issues.• Provided front line engineer and end user support for multiple clients.• Recognized trends and reoccurring problems.• Responsible for delivering the customer Onboarding Experience for Office 365 while utilizing the company’s immense IP and assets across partners, Microsoft Enterprise services engineering and support teams, the Microsoft field sales organizations and Office 365 product groups.• Installation, configuration, and support of Microsoft Office 365 on various platforms (Exchange Online, SharePoint Online, OneDrive for Business, Skype for Business).

Provide technical support to enterprise companies and Microsoft Partners for migration and deployments. Troubleshoot deep issue with Office 365 tenants and hybrid environments dealing with on-premises servers and its services (AD, ADFS/SSO, DNS, GPO) on Windows Server 2008/2012/2016/2019. Automate and execute Servers and Office 365's procedures utilizing Windows PowerShell. Educate the customer about Office 365's features, basic cyber security, and the best practices following Microsoft documentations.

Serve as a point of authority as a Technical Support Engineer, will engage the customer alongside Technical Account Managers and Microsoft Engineering staff. Complete product and technical fluency within Administration, Hybrid Environments (Skype, SharePoint, Exchange), Azure Utilities, Azure AD Connect, PowerShell, and SharePoint based applications. Provide front-line administrator and end user support for multiple customers. Communicate with corporate customers via telephone, written correspondence, and electronic services for technically complex problems.