• Support Cost Reduction & Customer Satisfaction: Responsible for reducing support costs and increasing customer satisfaction through innovative solutions.• Automated & Digital Solutions: Identified and implemented automated or digital solutions for customer issues, measuring results to ensure effectiveness.• Data Analysis & Business Cases: Provided business cases by conducting deep data analysis and competitive analysis to inform decision-making.• Customer-Focused Design Initiatives: Led customer-focused design initiatives for the engineering team to enhance support for customers.• AI Solution Development: Developed AI solutions, including GPT-based applications, to enhance customer support services and automate responses. Integrated AI and machine learning technologies into support processes, increasing efficiency and customer satisfaction.• Cross-Functional Collaboration: Collaborated with AI research teams and engineering departments to incorporate GPT solutions into existing platforms.

• Technical Issue Resolution: Investigated and solved critical, complex technical issues within SharePoint Online using advanced problem isolation techniques.• Team Guidance: Guided internal teams to ensure progress on customer cases, consistency in approach, and sharing of best practices.• Trend Identification: Identified emerging trends or recurring escalation scenarios and drove engineering opportunities to mitigate them.• Recruitment & Training: Assisted in interviewing and hiring new support engineers; provided onboarding training and mentorship.• Product Collaboration: Worked alongside the SharePoint Online product group to provide engineering support at a product component level.• Network & Product Debugging: Performed complex network and product debugging and remediation when needed.

• Microsoft Partnership: Built strong partnerships with Microsoft to support and ensure the success of the Office 365 SharePoint Online program.• Customer Support: Responsible for troubleshooting, installation, and configuration of SharePoint Online to Microsoft Office 365 customers and partners.• Team Leadership: Guided internal teams to ensure progress on customer cases, consistency in approach, and collaboration on service delivery enhancements.• Performance Goals: Ensured overall business goals in quality and productivity were met or exceeded in a cost-efficient manner.

• Technical Support: Provided troubleshooting, installation, and configuration support for SharePoint Online for Microsoft Office 365 customers.• Advanced Troubleshooting: Used debugging tools and advanced techniques to analyze problems and develop solutions to meet customer needs.• Communication Skills: Demonstrated strong interpersonal and communication skills while working with diverse audiences, including IT professionals, developers, and executive management.