I support the engineering efforts of the largest customers in Office 365 that use the Exchange Online service offering. These are customers from 10,000 to 1,000,000 seats that require a more careful, measured approach to avoid disruption to their business. My focus is on incidents caused either by the service or customers. Sometimes this means fixing the immediate needs, but it always means keeping on eye on the longer-term solutions, be it a code fix, new feature, major change to an existing feature, or changes to the service that improve reliability or consumption of the service by our customers. When Satya asks us to empower everyone in the world achieve more, with Microsoft technology, this is what I'm thinking about all day, everyday. How can the service better serve our customers? How can we avoid incidents and escalations from ever happening in the first place? How can we better detect faults in the service and communicate those better?

I am a Service Engineer for the Office 365 Exchange Enhanced service (formerly Dedicated).This includes customers in both the public and private sectors.

After 2 years working as Operations II, I was promoted to Senior Service Operations in recognition of the leadership, hard work and customer-focus I've maintained. As Operations II, I maintained a long-standing relationship with front-line support staff that greatly improved our inter-team communication. I was a customer champion that always was looking for the best solution for the customer based on their business needs and long-term goals rather than looking for the quick fix (unless that's what they really needed). The next day, I received a lateral promotion to Service Engineer which better fits the type of work I've been doing. How many people can say they earned 3 promotions in a 1 year period? I did. I'm pretty proud of that.

My main responsibility as Technical Lead is to respond to customer-raised Sev A incidents and quickly provide resolution. Next, I deal with all other severity customer incident in order to provide swift solutions to perceived issues with the Office 365 Exchange Dedicated service.Additionally, I have a number of other responsibilities that include technical training of more junior members of the shift I work on. Discovering new ways to improve the business either through technical solutions or changing process. It's already included developing training for a new international team that is joining us and a major push to drive improve customer satisfaction with our service.

I manage a team of tier 3 support engineers within Microsoft. We support the Microsoft corporate mail systems, Office 365 Dedicated, ITAR and Multi-Tenant environments in a tier 3 role. This includes not only Exchange, but supporting technologies like Blackberry Enterprise Server, Microsoft SQL 2012, Proofpoint archiving, and internal customer-facing environment management tools. I've driven many improvements to processes by updating our documentation. I've also developed training materials to help engineers learn PowerShell, which is the predominant way we manage servers.

I'm a Tier 3 Exchange Incident Engineer, OPS2. My primary mission is to handle escalations, be it from customer support or from health alerts and take necessary action. Additionally, I write scripts in PowerShell to improve the Microsoft Online service. Lastly, I help to train new engineers.

I install and configure Exchange servers at Microsoft as part of the BPOS-D build team. You can find more information about BPOS here: http://www.microsoft.com/online/business-productivity.aspxI was a member of the team that handled the dedicated server side of the BPOS business. We only handled the largest customers that had dedicated servers per customer. This includes migrations from their current e-mail systems and dealing with the unique needs of each customer to make those transitions successful.

I taught Computer Applications and Algebra I classes to Freshman through Seniors.

I was the go-to guy for all of the school's technology needs. E-mail, web site development, file servers, security, backups and disaster recovery planning and implementation. I also did a lot of desktop deployments, upgrades, and tech support. The lists of things I took on goes on and on.

I automated and documented the process to create an integrated, bootable installation CD for Windows, Office, and 3rd party apps while I was on the team that create the drive image for all new student desktops and laptops. I also assisted in deployment of student laptop and desktop computers to the dorms so new students would have a fully operational laptop on move-in day. Our team also provided desktop support to university personnel at the Ryan C. Harris Learning Teaching Center at the University of Dayton.