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.
• 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.

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