Scott Falkner Email and Phone Number

I worked as a support engineer for ASMS on the account and subscription management side during which time it was not uncommon for me to be assigned 10-20 cases per day. On a given day, I was well known for closing cases quickly, often times closing 7-15 cases per day.I provided crucial frontline support for all account, portal, subscription, and billing issues, taking full ownership these complex issues, and driving each one to complete resolution in as timely a manner as possible, always showing great respect for our customer’s time. While doing this, I was also responsible for assisting on cases that had been assigned to other support engineers who were on vacation or out sick, requiring me to be extremely adaptable, in that I had to very quickly become intimately familiar with the most minute details of each case, and manage all communications both with the customers and any other support teams involved with providing resolution for their issues. Whenever possible, I was also expected to assist in streamlining customer’s cost management, and managing resources appropriate to their needs.I also became the resident trainer for the topic of EA for our team, since I had done support for that in my previous role, and had more experience and knowledge than anyone else on the team for that topic. In that role, I had worked directly with some of the largest customers Microsoft has – again, managing any issue those customer’s acting as the single point of contact for their resolutions.I also acted as a backup lead whenever my lead was out of office, due to the fact that I was considered a senior agent whose knowledge, experience, and ability were well trusted among every member of the team.All of this absolutely required a keen understanding of cloud infrastructure, billing, account hierarchies, account security, the ability to communicate effectively and efficiently, and above all patience, while maintaining a high degree of professionalism and approachability.

Providing account, portal, and billing support to Azure customers through Microsoft. I assisted with granting and removing access to the enterprise administration portal for Azure. I assisted customers with understanding their usage, invoices, credits, and any changes that may have appeared in the EA portal. In this role, I was responsible for one on one contact with administrators from some of Microsoft’s biggest customers as their single point of contact within Microsoft to have any issues with the EA portal addressed.

I provided technical support for Microsoft, supporting the Wunderlist app.

Deployment of new POS systems.

Active directory, Exchange, mainframe, and CARATS account admin.

Providing second level support for Office 365 for Microsoft, with focus on mobile devices.

Answering all inbound calls for Boeing's Enterprise Helpdesk. Was contigent for second level expense.

Third level support for T-mobile, working with all unsupported phones and issues.

Receiving new stock into the warehouse, sorting new merchandise, and filling orders.

Loading packages into trucks for transport, and unloading for further processing.

Worked as a cashier, then as Front end coordinator training new cashiers, reconciling tills and closing the store. Also did returnes and basic sales.