Robert Morse Email & Phone Number

Bellevue, Washington, United States

Help Customers achieve their own digital transformation and business outcomes by leveraging the power of Microsoft Cloud solutions and support offerings. Fulfill Support contract obligations by driving quality planning and delivery of Support services to realize customer business outcomes and overall experience with Microsoft solutions.Partner with your customer and Account Team to prioritize and plan customer engagements and programs across cloud and on-premise workloads.Define outcomes to improve the health, performance, and business capabilities of the prioritized workloads to drive customer value realization.Orchestration, customer sponsor management, and stakeholder communication of prioritized engagements and programs.Track, escalate, and plan for the remediation of technical blockers and provide engineering feedback to further our product and solutions as appropriate.

Redmond, Wa

Readiness Program Manager: Proactively identify & mitigate risks across the engineering ecosystem in order to minimize service​ disruptions for critical systems during critical Fiscal Close periods. Ensure systems that enable Quote to Fulfillment/Entitlement business processes are highly available and functional during Business Critical Periods through proactive planning, compliance and successful execution of the System Readiness process. ​​​

Redmond, Wa

Asset owner for 2400 virtual machines across 120 Azure subscriptions supporting Microsoft's $60B+ Volume Licensing system. Created actionable insights via comprehensive PowerBI reporting to drive 99% compliance for patching, and VM attribute management across the server portfolio. Migrated 1300 legacy servers to IaaS. Protect Microsoft systems and data as Control Owner and Performer for SOX back end user access. Drove quarterly process across 10 applications in Enterprise Commerce to validate only those who need access, have access resulting in the removal of 330 invalid members. Implemented RBAC policies and oversight on our assets. Managed Service Operations queue for Next Generation Volume Licensing support, including incident resolution for customers, triage for Engineering requests, and supplier management to ensure adherence to group standards and policies. In first 3 months, improved queue health by driving : 13% reduction in incident volume thru shift left/shift out, a 10pt improvement in Time to Resolve and 67% reduction in aged incidents. Implemented daily triage calls with partner teams to drive accountability for open incidents.

Redmond, Washington, United States

Implemented & maintained new business management portal, delivered insights by integrating automated and manual data with business commentary, via common UI. Gathered requirements from end users, collaborated with Dev team to deliver rapid business value via Agile. Drove organic adoption across 3 businesses -300% increase in active users.Defined & implemented the Systematic Experience Score, a new approach to evaluating biz health, by tying key systems measures to the customers experience of doing business with us thru our capabilities. The SES also leveraged competitive scoring to compare our performance against our competitors.Delivered Social Listening project, text mining Facebook and Twitter for emerging issues regarding holiday sales.

Sammamish

Drove Master Data Management program for Microsoft Consumer Support organization, ensuring master data and new programs meet organizational standards to drive consistency and unified reporting across source systems.Delivered automated scorecards and launch reporting, increasing reliability and availability of near real-time data for most lines of business to enable better business decisions.Coordinated and managed the data and scorecards used for MYR reporting of the Consumer Support business with senior Microsoft Corporation leadership. The Mid Year reporting package includes slides related to strategy, operational metrics and financial trees.

Sammamish

Provided launch readiness support and planning for BI requirements with business partners to support new support models and new businesses, aligning emerging needs with existing capabilities, and providing requirements for new capabilities to enable business to measure progress and show ROI for new businesses.Drove customer transactional survey process, ensuring compliance with data governance standards and that our exec reporting accurately reflects the customer experience when interacting with support. Developed and maintained executive scorecards to track customer support experience for 10+ lines of business in a $400M+/year global consumer and online support organization.Drove performance management, standards compliance and cross group coordination for new metrics and changes to existing metrics and scorecards to demonstrate progress against business strategies.

Developed Scorecards to track customer contract compliance. Designed and maintained MS Access database to track qualified customer spending over time. Utilized reports and queries to build monthly reports. Ad hoc reporting using Business Objects, Access and Excel as well as in house custom web applications and data warehouses.

Work collaboratively across teams and roles to implement central reporting platform. Design and implement tools and processes to redesign service levels to optimize for revenue, employee satisfaction and customer experience based on spend levels and workload drivers. Develop and maintain comprehensive operational scorecards for multiple groups that allow for scaling as the business changes and automation to reduce variation in reporting processes while increasing accuracy. Provided a valuation/justification for implementing a customer relationship management platform.

Redmond, Washington, United States

Operations Manager, Learning Administrator and Conference Services Supervisor Compass Group at Honeywell Learning Center, Redmond, WA While with Compass Group, I held a variety of positions of increasing responsibility, culminating with a 8 month stint supporting employee training at Microsoft as a Data Analyst and Quality Process Auditor . Examined and evaluated processes to create more efficient, streamline workflow for training delivery Managed metrics collection and reporting for 7 employee training groups Collaborated with all levels of employees, from senior managers to janitors to ensure completion of projects, team and customer safety and maintenance of the facility Created weekly, monthly and quarterly financial operating reports to allow management to evaluate operational performance Managed accounts receivable and accounts payable processes, resolve A/R issues, ensure timely payment of outstanding invoices and manage hourly payroll for 6 employees Compile weekly, monthly and quarterly financial reports for internal and external clients Collaborate with corporate HR to resolve benefit issues for 6 hourly associates Manage Customer Satisfaction survey process to constantly improve service levels by responding to customer identified issues Use Greenbelt training and Six Sigma tools when appropriate to improve processes and drive cost savings

Kennewick, Washington, United States

Enforced local, state and federal laws and regulations. Contacted violators and assisted the public, creating safer roadways and communities.

Coupeville, Washington, United States

Photographed crime scenes. Assisted with evidence collection and processing.

Bachelor Of Arts (B.A.), Sociology, Sociology, Criminal Justice And Deviance

Bachelor'S, Sociology