Randall Partridge Email & Phone Number

Seattle, Washington, United States

Seattle, Washington, United States

Redmond, Washington, United States

Quickly ramped to cover a maternity leaveOwned and helped drive adoption of new Address Verification Service (AVS) and D&B Services APIs across the company20+ engagements started, driven, or closed across the company for AVS and D&B APIsCreated and maintained a backlog of scenarios and user stories in ADOMaintained and updated SharePoint page for AVS and D&B Services APIsCreated and updated documentation for service APIs

Seattle, Washington

Build processes and systems from the ground up for entirely new business and product resulting in product growth and a 100% efficient support system. Creating support process flows from customer interaction to resolution with dev teams, for instance, a Customer calls T-Mobile support and has an issue with the product. A ticket comes to my team, where we then review and attempt to resolve. If unable, we work directly with the relevant dev team (website, mobile app) to resolve or get an ETA and then close the loop with the support agent who then follows up with the customer. This ensures a quality Customer Experience. Creating messaging for support agents to use with customers resulting in documentation such as KB articles and troubleshooting guides so the support agent can resolve without escalating or having more information prior to escalating. Managing incident bridges for high severity issues. A high severity issue is one that either completely breaks the product or significantly impacts customers. When they occur, I would spin up a call (bridge) and bring in all the relevant stakeholders from the client (T-Mobile) as well as the dev side (Slalom) to resolve the issues quickly acting as facilitator/mediator to ensure action items are being completed by the responsible individuals/teams. Worked with dev teams to create knowledge-based articles for support agents resulting in a repository of articles with varying information on the products, features and FAQ’s. Acting as liaison between dev teams and my 3 Analysts and a Lead support team and client. This was reduced to only me by the 5th month of the 6-month project. There are 3 core dev teams (Data, mobile app, and web). Each team is about 5-8 engineers.

Seattle, Washington

Owned the Security, Privacy and Business policy program for Alexa skills. Any new policies would be created and implemented by me. Any new products or features, would need to be reviewed by me for those areas resulting in protecting the end user as well as partners, developers and Amazon.Managed large projects that impacted the overall Alexa business involving 12+ stakeholders and their teams across numerous groups within and outside Alexa, including Legal, engineering, business development, certification teams and more. Amazon did not do PowerPoint style presentations. I wrote a 2 to 6+ document for Amazon and sit in a room with VPs and other senior leaders while they read my document followed by discussion and a decision. Improved policy guidance and SOPs by writing policy guidance and SOPs to improve certification tester turnaround time by 22%. Identified vulnerabilities within the platform and worked with development and product teams to resolve, resulting in drafting numerous new polices to help protect customers and ensure business privacy and security. Collaborated with more than 30 testers, their leads and managers at 4 global sites, India, Germany, Japan and USA to deploy changes and training. Provided policy guidance to Alexa BizDev teams resulting in publishing of more than 30 skills from key partners like TD Ameritrade and PayPal. These policies allowed previously disallowed content or features, resulting in addition of new products or services, like banking and other transactional functionality that had previously been prohibited for safety/security reasons. For publishing, without these policies in place many skills would not be allowed to be published to the Skill Catalog. Most of the skills were banks (TDA, PayPal, Capital One, BECU, etc.) and utilities and bill paying skills for customers use.

Redmond, Wa

Monitored & maintained reportapp@microsoft.com alias, which is used by internal & external users to report apps or developers that may be violating Windows Store Policy. People would report apps they believed shouldn’t be allowed and I would investigate them to ensure compliance with our policies and requirements. If I found issues with the app, depending on the severity, I would warn them with a deadline to resolve or remove the app and/or their account entirely.Complete thorough investigations on reported apps or developers for policy or Application Developer Agreement (ADA) violations including fraudulent activity, resulting in identifying apps and/or developers in violation of policies and taking the appropriate action to remove app or their account. Used multiple internal tools to complete investigations while tracking my inquiry in Excel tables for easier display. Just me doing these investigations until the last year or 2 when they assigned new people for me to lead and help with the legwork. Once I had enough evidence of fraud, I would report to direct FTE Manager and the Director for approval to act.Provided support for developers that had questions about their app certification results or if their app or account was removed from the Store. Reviewed each request and let them know what content or feature in their app resulted in their app failing certification or caused removal from the Store. This would help developers correct issues to then be published on the Store for customers.Drafted Windows Store Policies and collaborated with PR & Legal on external messaging and communications, resulting in creating a notebook of copy/paste communications to use with developers for specific cases such as when their app failed for XYZ policy. I would drafted these and then reviewed with PR and Legal to proper compliance in these areas before we started using them. Provided technical support to developers trying to publish their app on the Store.

Monitored and maintained reportapp@microsoft.com alias, which is used by internal and external users to report apps or developers that may be violating Windows Store Policy. People would report apps they believed shouldn’t be allowed and I would investigate them to ensure compliance with our policies and requirements. If I found issues with the app, depending on the severity, I would warn them with a deadline to resolve or remove the app and/or their account entirely.Complete thorough investigations on reported apps or developers for policy or Application Developer Agreement (ADA) violations including fraudulent activity, resulting in identifying apps and/or developers in violation of policies and taking the appropriate action to remove app or their account. Used multiple internal tools to complete investigations while tracking my inquiry in Excel tables for easier display. It was only me doing these investigations until the last year or 2 when they assigned new people for me to lead and help with the legwork. Once I had enough evidence of fraud, I would report to my direct FTE Manager and the Director for approval to act.Provided support for developers that had questions about their app certification results or if their app or account was removed from the Store. Reviewed each request & let them know what content or feature in their app resulted in their app failing certification or caused removal from the Store. This would help developers correct issues to then be published on the Store for customers.Drafted Windows Store Policies & collaborated with PR & Legal on external messaging & communications, resulting in creating a notebook of copy/paste communications to use with developers for specific cases such as when their app failed for XYZ policy. I would draft these and then review with PR and Legal to proper compliance in these areas before we started using them. Provided technical support to developers trying to publish their app on the Store.

Provided Xbox LIVE Support, including Xbox Games, Account Management, Connectivity, Downloadable Content, content licensing, and Games for Windows LIVE resulting in an exceptional Customer Experience. Handling exceptions outside of the normal policy after evaluating the situation of the customer and the issue, i.e., if we typically do not provide refunds for a game purchase, I may investigate their account and see that they spent a large amount of money on the platform and had a reasonable explanation for the accidental purchase I would grant an exception and provide a refund.Implemented a Quality Framework to provide the best possible customer experience when interacting with customers, resulting in a best practices way to communicate with customers to ensure consistency with the quality of support provided and reduce errors.Consistently met SLA requirements with a resolution time of 48hrs or less.Provided Windows 8 support, including SmartGlass, Games, Music and Video apps to assist if purchases were not functioning, or the Movie or Game would not open/play and any other issues presented. Managed a OneNote document by creating more than 50 templates in a central location on SharePoint, resulting in ability for all agents to access current information about policies, troubleshooting techniques, training documents, videos, images, and announcements helpful in keeping the team constantly prepared for issues that may arise.

Gained valuable experience.