Nik Kelly Email & Phone Number

Los Angeles Metropolitan Area

• Plan and guide customer organizations to adopt Windows 10, Microsoft 365, and Enterprise Mobility + Security (EM+S) services. • Consistently remove knowledge barriers for customers by breaking down technical Microsoft 365 concepts with relevant use cases to ultimately drive understanding, implementation, and adoption. • Work with customers of all sizes accelerate their Teams adoption leading to Core BTS becoming Microsoft’s FY21H1 Top Teams Partner.• Participate in multiple Microsoft Partner incubation programs related to both specific Microsoft 365 workloads (Edge, AADP, EM+S) as well as the FastTrack Onboarding experience

Greater Los Angeles Area

• Provide operational support and guidance through the duration of a customer’s Microsoft FastTrack engagement.• Engineered automated daily reporting data pipeline with JavaScript, Python, Azure and PowerBI.• Experienced presentation skills and a high degree of comfort with large and small audiences as well as different levels of leadership (Senior Executives, IT management, Account Executives, Business and Technical Architects, Product and Support Teams).• Partner with Microsoft account teams to develop and execute migration, enablement, and end-user adoption strategies.• Represent the Voice of the Customer by tracking and reporting all product blocking issues, and feedback to M365 stakeholders using prescribed channels.

Frisco, Texas

Lead and trained the Service Advisor team on prioritizing and triaging issues leading to an improved BOH turnaround time of 26 hours compared to a company average of 61 hours.• Established our store as a CertiPort certified testing center, leading to over 30 certifications completed for store employees.• Constantly innovate solutions using PowerApps and Microsoft Flow to streamline the Retail Stores processes resulting in an improved experience for customers and employees.• Deliver enriching one-on-one and one-to-many training sessions to both consumer and business customers, helping them acquire the skills needed to enhance their knowledge around our products and services.• Utilized my tenure and knowledge to support the Answers Desk and larger store team moving at the speed of retailSupported July and August 2016 READY events to train new employees • Served as device captain for the store, troubleshooting and providing RSIT assistance to internal company devices including incident/service ticket creation. • Active participant in discussion forums (Teams and Yammer) providing solutions and engaging in problem solving with other Services Advisors throughout Microsoft• Maintain high level of customer satisfaction (NPS) with world class customer service • Deliver enriching one-on-one and one-to-many training sessions to both consumer and business customers, helping them acquire the skills needed to enhance their knowledge around our products and services.

Redmond, Wa

• Deliver the Retail Awareness Program to help engineers understand the customer facing environment of Microsoft Stores and to give them a fresh, real perspective on the products and services they build. • Automated a bug capture workflow using Microsoft Flow • Created two articles for the Windows Community website to help customer understand and become fans of Windows.• Collaborated across several teams to reproduce, script and test Time Travel Debugging traces.

Redmond, Wa

• Built and deployed the Answer Desk Wiki, a platform where all Microsoft Stores can collaborate between stores and across organizations using crowd-sourced technical knowledge• Moderated thousands of employee engagements via email and Yammer• Engaged in the creation and execution of the Microsoft Store Office 365 and Microsoft 365 support strategy

Chicago, Il

• Collaborate with peers on a regular basis to provide the best customer support possible • Identify complex problems and execute specific solutions tailored to the situation• Proven ability to achieve organizational goals while displaying effective multi-tasking and time management• Attention to detail and able to analyze solutions based on internal and external resources

Chicago, Il

• Maintained expert level product knowledge in all Microsoft retail products, devices and services• Demonstrated and share product knowledge with team members• Self-educate in order to expertly demonstrate and present the newest products to customers• Collaborated with peers and store leaders to develop long standing customer relationships• Delivered both one on one and group workshops covering a variety of topics• Determined a customer’s device needs based on the Microsoft Store sales strategy

Greater Chicago Area

• Working knowledge of service system and all related functions• Communicated with other departments and supervisors in order to resolve customer problems • Interacted with diverse customers, employees and supervisors• Multi-task between answering phone calls and dealing with customers• Handled routine customer complaints or problems regarding merchandise• Prepared new tags for each sale to ensure pricing accuracy

Chicago

• Showed customers features and benefits that support their needs• Helped customers make an informed decision based on their needs and wants• Stayed up-to-date with all technology and product information• Attended meetings to learn about new products, such as cameras and laptops

Chicago, Il

• Accurately recorded customer information and repairs or services to be done• Diagnosed hardware and software issues and corrected them accordingly• Replaced and upgraded hardware• Communicated with customers regarding status changes in work orders• Set goals for proper service level expectations with customer• Relayed messages and instructions to technical advisors about customers’ computers