Delivering remote intro sessions and provided premium support for subscribed Azure customers. Collaborating with Support as customer advocate in proactive and reactive case management, gathering feedback and feature requests, and meeting with customers to assess and assure satisfaction.Generating a monthly summary of customer environment and spending status, and providing light advisory services by researching and providing publicly available resources to address customer questions.Helping to organize and host a monthly educational session to help empower customers to stay educated about new and useful service features.

Responsible for assisting large and high-profile Live@Edu tenants with the migration to Office 365. Served as single point of contact at Microsoft, provided technical details to assist in project planning, and worked as customer advocate to field new cases and work with other teams to gain traction on technical problems.Logged concerns, feature requests, and status of each tenant to provide as feedback to Microsoft. Proactively reported opportunities for effective use of funds to assist tenants with the transition.

Responsible for all technical escalations of a group of 30 Frontline Exchange service engineers. Provided troubleshooting support and process guidance. Developed technical documentation to help teams quickly resolve future customer-impacting issues.Reviewed the quality of support cases. Responsible for driving resolution of aged service requests.

Worked on break/fix issues for internal Microsoft Corp servers, dedicated customer environments, and a large (3 Million+ seat) shared Exchange environment.Consistently in the upper 10% of top performing agents. Wrote PowerShell scripts to identify and resolve customer impacting issues and reduced time spent on data gathering and testing. Assisted in maintaining Cloud servers, working quickly to implement solutions and maintain 24x7 uptime.Worked as stand-in manager for a group of 10-12 engineers. Trained and coached Tier 1 and Tier 2 support engineers in technical knowledge and processes.Used knowledge of DNS, AD, Exchange, and Exchange Management Console to address customer issues.